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Training Quality Assurance

Sioux City, Iowa, 51108, United States
May 25, 2010

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Objective Manage, train and develop my team. Interface with customers effectively.

Meet and exceed business expectations through utilization of my 17

years of credit management and training experience.

Experience 2009-present Bev Hart Consulting, Inc.

Atlanta, GA

Consultant - Credit Education, Agent Training and Risk Management (ultra


Develop and conduct comprehensive training to enhance client's training


i.e. Train the Trainer

Conduct onsite education on bankruptcy and credit

Customer Contact and Retention Training

Due diligence quality assurance assignments for third party projects

Analyze loss rates and develop strategies conducive to client goals

Experience 1999-2009 1st Financial Bank USA

Dakota Dunes, SD

Operations Manager Credit Card Collection Division

Manage 65 agents, 6 Supervisors-recognized for average tenure of 37 months

Conduct training to enhance employee skills through soft skills training,

team and individual coaching, mentoring, leadership and personal


Manage administrative duties such as performance reviews, payroll, work

schedules, personnel records, incentive payout and daily cash budget

Utilize Microsoft Office products including PowerPoint and Publisher

Co-present all New Hire Collection Orientation

Recognized for development of 11 employees promoted to management


Reduce loss rates by effectively decreasing flow through rates as much as


Accountable for a controlled flow rate of an $85-$90mm monthly budget

Conduct applicant interviews and make offers of employment

Terminate employees when warranted

Professionally represent the Bank when communicating with all business

contacts; including customers, third party, agencies, employees and


Expertise with FICO, FDCPA and Credit Reporting in general

Experience 1998-1999 1st Financial Bank USA

Dakota Dunes, SD

Training Supervisor Credit Card Collection Division

Conduct eight week New Hire Training Program

Achieved a 99% graduation completion average

Coordinate and implement internal training and education programs for


Assist in the identification and assessment of interdepartmental training


Collaborate with all department managers to maintain win-win relationships

Training, coaching and development of employees with regards to new

processes and quality standards and customer contact

Developed and implemented "Real Time Coaching Program" currently in use

Experience 1993-1998 NW Iowa Credit Bureau Sioux City, IA

Supervisor & Collection Representative

Counsel debtors to efficiently and effectively pay past due accounts

Utilize Credit Bureau Reports to assist in account management

Collect charged off accounts via telephone collections

Manage portfolio of accounts to meet monthly company goals

Prepare accounts for potential legal action (small claims court)

Develop and maintain professional working relationship with listing

clients to settle debtor/client disputes

Community 2008-present Board of Directors- Council on Sexual Assault & Domestic

Service Violence [pic]

and 2009-present Member Siouxland Chamber of Commerce

Membership Siouxland Blood Bank drive coordinator

s 1998-2008 United Way Campaign Assistant

2000-2006 Juvenile Diabetes Campaign Chairperson


Available upon request

Julie A. Schoenherr

32598 K22 Sioux City, IA 51108

hp: 712.***.****

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