Collection Manager, Customer Service, Trainer

P ROF E S S I ONA L SK I L L S

Fluent in Vietnamese

Collaborate and communicate well with other departments, managers, and agents.

Adapt quickly to new concepts and systems.

Regularly look for ways to improve processes.

Set priorities and follow through with commitments.

Able to shift focus as business needs arise.

Receptive to feedback and implementing suggestions from others.

Demonstrate eagerness to accept new responsibilities.

Create checklists to ensure important details are not overlooked. E XPER I ENCE

Iqor

Collections Manager/July 2015-Current

Collect, probe, and negotiate to resolve delinquent accounts while providing excellent customer service to customers by following the company’s policies and federal guidelines per FDCPA to prevent charge-off.

Manage and conduct high impact coaching to collection agents through direct observations and identifying specific behaviors by listening to their calls.

Take escalated calls to provide resolutions and de-escalate complaints via inbound and outbound calls.

Manage agents’ time and providing the best tools for agents to achieve their highest potential.

Properly and accurately notate agents’ attendance and behavior issues addressed.

De Zavala Middle School

SPED Aide/August 2014-June 2015

Assist in supervising students throughout the school day.

Assist teachers in maintaining, copying, and transferring confidential folders as required.

Assist special needs students with individual tasks as needed.

Assume responsibility for learning and adapting to each student’s special medical, physical, communicative, emotional, and safety needs.

Work with and/or prepare materials for individual students for small groups to develop skills through instructional activities.

Teach dance at the after school program.

Take part in the Strategic Planning Committee for the school. Bank of America

Mortgage Collector II- November 2011- August 2014

Collections for all investor segments to cure delinquencies: Freddie Mac, Fannie Mae, Non-government, FHA.

Initiate Loss Mitigation options to prevent foreclosures, analyzing mortgagor’s financial information, evaluate debt ratios, review payment history, and educate borrowers with their options.

Accurately document accounts in accordance with FDCPA guidelines and company policies and procedures.

CONTAC T S

Email: acxz3h@r.postjobfree.com

Mobile: 469-***-****

EDUCAT I ON

Texas Women’s University

2013-2016

Bachelor of Arts in General

Studies

TE CHN I CA L S K I L L S

Microsoft Word

Microsoft Excel

Microsoft Powerpoint

Microsoft Outlook

AS400

CHAU T LY

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