Customer Experience Quality Assurance

ANGELA MITCHELL

PROFILE

With over twenty years in the collection field, my varying roles have honed my expertise in coaching, management, customer experience, dispute resolution, and compliance with key financial regulations. My mission is to deliver compassionate, effective debt resolution strategies that align with the company's ethical standards and client needs.

EXPERIENCE

Recovery Agent, NewRez (formerly Specialized Loan Servicing) Denver, CO 2019-2024

• Specialized in working with consumers to negotiate repayment of delinquent 1st and 2nd mortgages through repayment plans, refinances, settlements, and other traditional loss mitigation options prior to foreclosure.

• Collaborated with management to create department training manual and assisted with training newly hired agents.

• Consistently achieved 100% Quality Assurance scores monthly as well as exceeding department KPI requirements.

• Number 1 agent in department for total dollars collected 3 years running.

• Well educated in collection and mortgage servicing regulations and laws including UDAAP, FDCPA, RESPA, and Regulation Z, as well as state laws including HBOR.

Commercial Leasing Agent, McCarthy, Burgess, & Wolfe Tulsa, OK 2018-2019

• Business to business (B2B) collections for various lease products including Timepayment, Tesla, Blueline Rentals, and various office rental companies.

• Top agent in department 11 of 12 months worked.

• Worked independently of team at alternate office site, however assisted with cross talk-offs, skip tracing, and compliance for team members. 720-***-****

angelamitchell76@yaho

o.com

3705 Hourglass Ave

Castle Rock CO 80109

United States

Collector, Supervisor, Collection Manager, Alltran Financial (formerly United Recovery Systems); Tulsa, OK 2003-2018

• Contacted borrowers, personal and commercial, to negotiate repayment options for defaulted and charged-off loans and credit cards. This included deficiency balances for collateralized loans and mortgages.

• Managed team of 8-22 collection agents over a variety of clients and products while remaining competitive across all markets for target liquidations.

• Focused continual development of new and tenured collectors through cross talk-offs, skip tracing techniques, file reviews, call monitoring, and side by side training.

• Provided monthly evaluations for each team member with recommendations, direction, and motivation for improvement.

• 6 month separation to care for family member in 2014 not covered by FMLA.

EDUCATION

Tulsa Community College, Tulsa, OK 1999-2000

Tulsa Central High School, Tulsa, OK. Graduated 1994 SKILLS

Strong proficiency in Microsoft Office Suite.

Top producing agent for wide range of banking products, specializing in skip tracing for consumer location, assets, and valuations. Successful in agent development to help them achieve higher file values as well as promotions.

AWARDS

2005 Capital One, NA Collector of the 4th Quarter Contest winner. 2006 Capital One, NA Manager of the 4th Quarter Contest winner. 2018 Alltran 1st Quarter Fun Giveaway event winner. 2021 Guardian Mortgage Annual Referral Contest.

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