Skills

•Excellent communication skills, both verbal and written.
•Strong ability to recognize and resolve issues promptly.
•Proficient at multitasking.
•Personable; able to work in diverse workplace and with a wide array of customers/clients.
•Capable of  working without supervision.
•Competent in researching and investigating laws, regulations, guidelines, etc.
•Computer savvy with knowledge of Microsoft Word, Excel, PowerPoint and Vista and XP operating systems.

Professional Experience

Senior Account Analyst                                                      2002-2010
Wexford & James LLC                                      West Des Moines, IA
•Lead Commercial Account Manager with collection responsibilities on accounts from $500 to over $1 Million with collection fees over $1.8 million since 2004.
•Communicated with clients, making collection recommendations based upon research results of debtor’s financial status; submitted collections projections.  Worked with attorneys on files forwarded for legal action for best possible resolution.  Where requested, filed Proof of Claims on bankruptcies and followed through to dismissal or discharge.
•The first employee of Wexford & James responsible for configuring collection software; creating letters and forms to aid in collections; and generating reports as clients requested.  Researched and educated other Account Managers on the FDCPA, FCRA and NACHA rules and regulations.
•Created strategy and timeline for frequency of calls and collection letters.  Composed documents including payment and settlement agreements, promissory notes and confession of judgments to assist throughout the collection process,
•Worked closely with Wexford & James sales staff to obtain new clients, explained to new and potential clients collection and legal processes and how we could partner with them to recover their bad debt.
•Left position due to company reorganization. 

Account Analyst                                                                 2000-2001
Account Analyst II                                                             2001-2002 
Wells Fargo Financial Leasing                                      Des Moines, IA
•Worked accounts 120-150 days old with balances ranging from $5,000 up.
•Made final decision on accounts where arrangements couldn’t be made, taking legal action or charging off the balance.
•Submitted monthly reports and projections to upper management.
•Coordinated with recovery department on the return of equipment when companies become insolvent.
•Composed documents including payment agreements and promissory notes to ensure debtors adhere to payment plans and settlements.
•Left position to start up Wexford & James, LLC.

Call Center Manager                                                          1999-2000
Retired Persons Services (mail order pharmacy)           Des Moines, IA
•Administered incoming call center staff of 40-60 representatives, supervisors and quality control personnel.
•Set goals for teams and created contests for selling the "product of the month".
•Scheduled Reps and Supervisors to ensure optimum phone coverage and opening and closing responsibilities.
•Submitted  monthly reports including call volume, queue wait times and monthly product sales.
•Reviewed applications and interviewed potential employees.
•Performed Supervisor evaluations on a quarterly basis and proposed annual salary increases accordingly.
•Left position due to company closing.
 

Customer Service Supervisor                                              1998-1999
Retired Persons Services                                              Des Moines, IA
•Supervised a customer service team of twelve to sixteen incoming call representatives.
•Implemented contests and motivated reps to achieve goals set by manager.
•Monitored calls to ensure high standards of customer care were being met.
•Responsible for informing reps on new policies, procedures and  products through weekly meetings.
•Performed Rep evaluations on a monthly bases and generated quarterly summaries to submit to manager.
•Left position due to promotion to Call Center Manager.