PAULA R. MITCHELL

Dania Beach, Florida • 786-***-**** • ac27ep@r.postjobfree.com

SUMMARY: A driven and decisive goal oriented senior professional manager with over twenty years of experience in analyzing existing financial collection operations and implementing strategies to improve productivity and efficiency in a financial collection environment. Thorough understanding of the FDCPA and multiple state collection laws; and loyal to the values which supports the best modern practices in professional collections.

AREAS OF COMPETENCIES

• Capable of a High Degree of Initiative • Dedicated “Team Builder” Management Values

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• Extremely Detail & Goal Oriented • Revenue Driven with a Moral Based Work Ethic

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• Achieve Company Mission & Profit Goals • Strong Communication and Facilitation Skills

PROFESSIONAL EXPERIENCE

TREND TRANSFORMATIONS – Miami, Florida

Client Liaison (June 2017 – Present)

Responsible for all accounts receivable related functions in a high-volume manufacturing environment. Excellent organizational and problem-solving skills which ensured a streamlined and efficient billing system. Attention to detail as well as strong problem-solving skills in resolving franchisee inquiries. Ability to maintain precise records which was evident in the preparation of accurate weekly reports. Excellent communication skills with sound knowledge of collection procedures.

Key Accomplishments:

Initiate collections on past-due accounts; posted payments by processing and recording checks and credit cards transactions.

Resolve collections by maintaining invoices, coordinating payment plans and credit lines.

Generated and analyzed weekly aging reports; made recommendations for attorney involvement

when necessary.

Verifying the validity of account discrepancies by obtaining and investigating information from franchisee.

ZAKHEIM LAW GROUP – Plantation, Florida

Collections Director (January 2013 – May 2017)

Directly responsible for training, managing and motivating all call center managers and agents for up to eighteen collectors for a variety of credit card companies and the home mortgage loan sector for this law firm that specializes in credit card debt collections. Supervised the strategic planning, development, staffing and the overall financial performance of call center.

Accountable for the processing of all collection accounts to obtain judgments; while ensuring that all FDCPA laws were followed and all client expectations and requirements were exceeded.

Key Accomplishments:

Implemented a scoring model to penetrate the high end lucrative collection business as well as having mechanisms in place to meet compliance requirements for all clients.

Achieved or exceeded monthly collection goals monthly; while managing an entire inventory of over 90,000 accounts with an excess value of over 7 million in collection revenue.

Managed and coordinated action plans for daily operations, establish work priorities, and

ensure customer inquiries are handled effectively to ensure a high degree of client satisfaction.

Responsible for the strategic planning and development of all staffing performance objectives; while reviewing all agents accounts daily as well as monitoring telephone collection procedures.

Developed a daily work schedule of telephone dialing campaigns and work schedules to positively penetrate all inventory accounts to ensure proper follow up compliance on all collection payment plans.

WHETSTONE PARTNERS – Doral, Florida

Collections Manager (September 2011 – December 2012)

Directly responsible for the supervision and management for all collection accounts for this private company specializing in the automobile title loan industry.

Key Accomplishments:

Implemented and established all training and professional goals for staff while managing the complete collection process from loan origination to payoff.

Created loan timelines and quantified risk factors in determining liquidity of accounts in determining loan values.

Developed and established 3rd party vendors to assist in the re-sale of repossessed vehicles while ensuring all laws governing equity lending were met.

WINDHAM PROFESSIONALS – Hendersonville, Tennessee

Sr. Collections Manager (January 2007 – August 2011)

Directly responsible for managing up to ninety collectors and six account managers along with the handling of all client disputes and lending requests; managing in excess of 500,000 accounts for ten different clients for this nationally recognized company specializing in account collections for institutions of higher education, guaranty agencies and in the commercial, consumer, government and health care sectors.

Key Accomplishments:

Ensured a scoring model was in place to penetrate lucrative business as well as having mechanisms in place to meet compliance for all clients.

Established collection service training for collectors, supervisors and managers.

Developed a standard collection operation manual for all employees in negotiation and monitoring of payment plans.

GREENTREE SERVICING – Goodlettsville, Tennessee

Collections Manager (September 2000 – January 2007)

Directly responsible for managing up to twelve collectors and the handling of all qualified customers’ ability to pay, while exceeding set monthly and quarterly goals for this nationally recognized leading loan service providers.

Key Accomplishments:

Exceeded monthly/quarterly goals by implementing operational standards, which resulted in a decrease of delinquent accounts by 10%.

Increased collection revenue by 45%, and developed new accounts by 30%.

Developed and processed all legal documents for foreclosures and repossessions.

NATIONWIDE CREDIT – Hendersonville, Tennessee

Collections Manager (January 1988 – September 2000)

Directly responsible for managing up to 9 collectors and the handling of file reviews, covering 500 accounts, including the US Department of Education, while analyzing credit reports and processing correspondences for this full-service debt collection agency.

Key Accomplishments:

Maintained personal performance goals on a monthly basis

Daily reviews and training of collectors

Tracked performance of team

Maintained a positive, well motivated atmosphere

EDUCATION

Volunteer State Community College – Gallatin, Tennessee

Business

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