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Candidate's Name
Street Address  NE 213th AveFairview, Oregon Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjective:To obtain a position where I can utilize my experience to benefit an organization with its vision and growth.Experience:Systems utilized: Symitar Temenos, Salesforce, five9, including Genesis cloud-based software.CorpayCard Retention Manager: 12/2023- 5/2024Beaverton, OregonManage the day-to-day operations of the card retention team.Oversee and review impacted card spend for downgrades resulting in other payment modalities.Hire, train, recruit team members. Mentored individual team members career paths.Manage team performance to track KPI and performance management.Deliver weekly executive reporting, including downgraded contracts and capture trends.Assist in the annual budget preparation for the department.Measure success outcomes and create new strategies for future downgrades and retention. Monitor work performance for the team.From December through May of 2024, I was successful in retaining card spend revenue savings of $550M by developing a new retention strategy.Develop work streams for assigned projects.Develop process workflows.Create production performance metrics for the team.Conduct weekly and monthly coaching sessions with the team Supervisor.Rivermark Community Credit UnionFinancial Solutions Manager: 9/2019 - 3/2022Beaverton, OregonManage the day-to-day operations of the Financial Solutions Department.Oversight of all Financial default transactions for a 1 billion asset size credit union.Manage front-end-mid-late-stage collections for consumer, business, residential mortgages, HELOCs.Responsible for proof of claim filings, reaffirmation agreements, including all administrative functions.Oversight of the subpoenas, garnishments, levies, for the credit union.Manage recoveries to ensure timely access to charged-off funds.Oversight of the collateral recovery process, including remarketing, repossession/liquidation of credit union assets.Mortgage loss mitigation to include management of REO property sales/foreclosure process.Coach and monitor employee performance to ensure KPIs and SOPs were met.Quarterly and annual employee performance reviews.Assist with planning annual department budget.Ensure that compliance and regulatory guidelines were followed.Finity Inc. 11/2014 - 7/2018Director of Operations-Call Center Portland, OregonManage the day-to-day operations of inbound/outbound customer support center.Responsible for growing call center from 7 FTE to over 75 FTE.Manage performance metrics through Supervisors, Managers, and leads.Monitor the QA Department to ensure compliance and regulatory due diligence.Manage outside technology vendor relationships, leverage when needed.Create processes and procedures, including performance metrics for the call center.Review claims appeals and resubmission inclusive of ICD coding and quality reviewGenerate weekly, bi-weekly, and quarterly performance reporting.Work closely with executive management to identify additional opportunities to increase the membership base for the Medicaid population.Work with BCBS, United Health Care, Presbyterian, and Molina to co-manage the Centennial Rewards Program; and provide executive management with reporting analysis.Work in conjunction with the Sr. project managers to ensure client satisfaction to capture the meeting of all service levels outlined in the SOW.Heritage Grove Federal Credit Union 4/2010 - 10/2014Loss Mitigation Manager-Collections Salem, OregonManage loan portfolio consisting of consumer secured and unsecured loans, home equity mortgages, auto loans, visa credit cards, overdraft share accounts, and monitor all stages of delinquency to ensure compliance to established policies.Initiate recommendations to establish or change policies or procedures as needed.Maintain accurate records of delinquent accounts and collection activities.Prepare monthly reports of delinquent loans, accounts recommended for charge off, and collateral in process of liquidation.Recommend accounts for legal action when appropriate.Manage daily activities of collection staff and call center.Represent the credit union in court appearances when required.Handle all activities related to Chapter 13 and 7 Bankruptcy filings.Prepare and maintain all paperwork related to small claims actions.Recommend loan modifications or extensions when needed.Northwest Community Management 1/2008 - 6/2009Accounts Receivable/Billing Manager Tigard, ORWells Fargo Financial 4/2002 - 12/2008Collections Supervisor/Call Center Vancouver, WashingtonEducationGresham High School: DiplomaGresham, Oregon.Courses taken: Advanced bankruptcy mitigation, leadership fundamentals, training and coaching, employee conflict resolution, accounting concepts, and business writing.References: Available upon request.