Experienced in managing of a client portfolio as well as a team of both newly acquired and tenured account representatives. Willingness to take on added responsibility to meet tight deadlines and dedicated to excel at meeting client requirements.
Excellent work ethic
Proficient in verbal and written communication
Client management experience
02/2010 to Current
Team LeadDCM Services – Minneapolis, MN
Engage in discussions with the client and upper management during call calibrations and production meetings to ensure the portfolio is being properly managed.
Ensure team adherence to federal and state collection laws; as well as abide by internal compliance and procedures.
Monitor team compliance by conducting CQT's, reviewing route requests, tracking defects and assessing daily collections.
Responsible daily for communicating certain account issues to the client.
Review client Procedural and Adherence Manual to identify new point deductions, defects and procedures.
Second voice and proactively work highly escalated accounts in addition to recognizing issues that need to be elevated to management.
Perform manager duties in their absence; including facilitating on-going requests with the client, responding to pay roll inquiries, addressing scheduling conflicts, and analyzing and distributing numerous reports to be delivered to upper management.
Work internally with various departments to ensure adherence to both new and existing processes.
Implement and monitor projects dedicated to new hire training and development, team policy and procedures, and structuring the team for best dialing practices.
Play a supportive role dedicated to mentoring, coaching and developing individual account representatives.
Oversee and direct account representatives in regards to time and route management, and overall productivity.
Actively participate in Events Planning Committee, Cross Training, and the mentor program.
Manage time efficiently and maintain focus while multi-tasking in a fast-paced environment and responding to client needs on a consistent basis.
06/2006 to 02/2010
ServerApplebee's – Elk River, MN
Executed accurate and efficient cash transactions in a fast paced work environment.
Developed strong interpersonal communication skills while providing quality service to thousands of customers.
Assisted in the development of promotional strategies
Developed and distributed promotional booklets of product samples to sales leads to stimulate client interest
Provide administrative/secretarial support for various departments such as answering inbound calls on a 12-line switchboard, greeting clientele, assisting in the distribution of mail/facsimiles and fulfilling requests for pick-up and delivery of parcels
Versatile in numerous departments such as clerical work in an office setting, as well as inventorying, organizing and packing product in warehouse settings.
Bachelor of Science: Public Relations St. Cloud State University - St. Cloud, MN
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St. Cloud State University
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Bachelor of Science : Public Relations
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