Experience

Aztec Financial

• United States
• Financial Services
• 1 - 100 Employee

• Repossession and Remarketing Manager

  • Oct 2016 - Present

  Murray, UT

• Collections and Risk Manager

  • Oct 2016 - Oct 2016

  Murray, UT • Manage portfolio of defaulted lease contracts from 1 day past due through repossession status • Communicate with vendors nationwide to coordinate refurbishment/repair efforts for resale of equipment purposes • Set pricing on all repossessed items for resale ensuring inventory lists are complete and repairs have been completed before sale • Create and manage marketing and ad campaigns to aid in the resale of all lease returns and repossessions • Manage collections team, providing… Show more • Manage portfolio of defaulted lease contracts from 1 day past due through repossession status • Communicate with vendors nationwide to coordinate refurbishment/repair efforts for resale of equipment purposes • Set pricing on all repossessed items for resale ensuring inventory lists are complete and repairs have been completed before sale • Create and manage marketing and ad campaigns to aid in the resale of all lease returns and repossessions • Manage collections team, providing coaching, monitoring call counts, individual portfolio performance and other key performance indicators • Manage daily support for all escalated contacts • Ensure proper time keeping and balancing time off requests with staffing needs • Responsible for maintaining delinquency under 3% total portfolio performance balancing borrowing base • Oversaw the transition and implementation of new account management software • Provide continuing troubleshooting and analysis for new systems software and identify solutions as needed • Responsible for training and onboarding of all new employees to collections team



AMC

• Property Manager

  • Mar 2016 - Oct 2016

  Salt Lake City, Utah • Responsible for working with and maintaining relationships with outside vendors in order to provide consistent best pricing practices • Consistently met and exceeded monthly sales and financial goals, quarterly profit goals, and new resident/renewal goals • Maintained proper maintenance of property while keeping and maintaining approved monthly and quarterly budget and guidelines • Provided monthly variance reports with detailed emphasis on line items over budget, explanation of… Show more • Responsible for working with and maintaining relationships with outside vendors in order to provide consistent best pricing practices • Consistently met and exceeded monthly sales and financial goals, quarterly profit goals, and new resident/renewal goals • Maintained proper maintenance of property while keeping and maintaining approved monthly and quarterly budget and guidelines • Provided monthly variance reports with detailed emphasis on line items over budget, explanation of occupancy trends and forecasting future trends • Provided annual review of all employees providing feedback on all monitored metrics • Responsible for making sure that all bills are paid in a timely fashion responsible for all accounts payable • Monitored and maintain correct ledger practices and making sure rents are collected and reported • Managed all delinquent accounts for both prior and post evictions tenants • Collected on all past due accounts on move outs with remaining balances Show less



Green Leaf Partners

• Property Manager

  • Aug 2013 - Mar 2016

  Midvale, UT • Improved property delinquency from 21%+ to only 1.4% using both collection and eviction practices • Improved and maintained property occupancy from 71% to 98% • Helped oversee ownership transition from one owner company to a new one • Responsible for working with and maintaining relationships with outside vendors in order to provide consistent best pricing practices • Consistently met and exceeded monthly sales and financial goals, quarterly profit goals, and new resident/renewal… Show more • Improved property delinquency from 21%+ to only 1.4% using both collection and eviction practices • Improved and maintained property occupancy from 71% to 98% • Helped oversee ownership transition from one owner company to a new one • Responsible for working with and maintaining relationships with outside vendors in order to provide consistent best pricing practices • Consistently met and exceeded monthly sales and financial goals, quarterly profit goals, and new resident/renewal goals • Maintained proper maintenance of property while keeping and maintaining approved monthly and quarterly budget and guidelines • Provided monthly variance reports with detailed emphasis on line items over budget, explanation of occupancy trends and forecasting future trends • Provided annual review of all employees providing feedback on all monitored metrics • Ensured proper time keeping and balancing time off requests with staffing needs • Responsible for making sure all bills are paid in a timely fashion responsible for all accounts payable • Monitored and maintained correct ledger practices and making sure rents are collected and reported • Managed all delinquent accounts for both prior and post evictions tenants • Collected on all past due accounts on move outs with remaining balances Show less



Seamless

• United States
• Consumer Services
• 1 - 100 Employee

• Customer Care Team Lead

  • Mar 2011 - Mar 2013

  Sandy, UT • Provided daily operational review/quality control of common business practices as it relates to business impact and key performance indicators • Administered monthly reviews and monitored calls providing positive feedback, constructive criticism and ongoing training to enhance quality of business practices • Managed all “crisis” or extreme weather events on an as needed basis coordinating between upper management and staff • Ensured proper time keeping/reporting and balancing time… Show more • Provided daily operational review/quality control of common business practices as it relates to business impact and key performance indicators • Administered monthly reviews and monitored calls providing positive feedback, constructive criticism and ongoing training to enhance quality of business practices • Managed all “crisis” or extreme weather events on an as needed basis coordinating between upper management and staff • Ensured proper time keeping/reporting and balancing time off requests with staffing needs • Managed daily support for all escalated contacts • Responsible for training and onboarding of all new employees • Facilitated the training and on boarding process to all team new hire employees. Training included proprietary software systems familiarity, soft skills, and basic account management practice. • Provided daily operational review/quality control of common business practices as it relates to business impact and KPI’s. • Administered monthly reviews and monitored calls providing positive feedback, constructive criticism and ongoing training towards the perfection of successful business practices. • Supplied daily support for all escalated and management phone calls. • Responsible for maintaining a positive and professional experience for all irate and/or difficult customers providing excellent customer service and retention of ongoing business relations. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Personal Banker

  • Sep 2009 - Feb 2011

  Greater Salt Lake City Area • Consistently met and exceeded company goals including daily and monthly sales and financial goals, quarterly profit goals, and new resident/renewal goals • Wrote and implemented banking basics education class for both current and prospective customers • Made and kept weekly/monthly sales goals with Branch Manager • Used an automated dialing system and computer

• Recovery Specialist

  • Sep 2008 - Sep 2009

  • Successfully managed accounts in the amount of $100 million+ in company collateral • Successfully built and maintained productive calling campaigns balancing both incoming and outgoing calls, assuring high customer contact and minimal abandonment rates • Communicated with customers by telephone to collect past due payment, review customer accounts and secure payments • Collection of overdue funds from customers using a variety of collections techniques • Recorded information about… Show more • Successfully managed accounts in the amount of $100 million+ in company collateral • Successfully built and maintained productive calling campaigns balancing both incoming and outgoing calls, assuring high customer contact and minimal abandonment rates • Communicated with customers by telephone to collect past due payment, review customer accounts and secure payments • Collection of overdue funds from customers using a variety of collections techniques • Recorded information about the status of the customer and collections efforts



Franklin Capital Corporation

• United States
• Financial Services

• Account Manager/Recovery Specialist

  • Mar 2006 - Apr 2008

  Greater Salt Lake City Area • Managed accounts in the amounts above $100 million in company collateral in balances owed • Built and maintained productive calling campaigns which balanced both incoming and outgoing calls which ensured high customer contact and minimal abandonment rates • Collected on post repo sale deficiency balances with a monthly goal of at least $35,000.00 collected • Used an automated dialing system and computer • Communicated with customers by telephone to collect past due payment, review… Show more • Managed accounts in the amounts above $100 million in company collateral in balances owed • Built and maintained productive calling campaigns which balanced both incoming and outgoing calls which ensured high customer contact and minimal abandonment rates • Collected on post repo sale deficiency balances with a monthly goal of at least $35,000.00 collected • Used an automated dialing system and computer • Communicated with customers by telephone to collect past due payment, review customer accounts and secure payments • Collection of overdue funds from customers using a variety of collections techniques • Recorded information about the status of the customer and collections efforts • Worked on the Foreign Language department collecting on all Spanish speaking customers and using other translation services when needed Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Bilingual Senior Account Representative

  • Jul 2004 - Feb 2006

  West Valley City, UT • Handled and carefully responded to all customer inquiries • Provided excellent customer service through active listening • Met and exceeded sales goals with the proven ability build customer relationships • Identified hesitations, overcome objections, and close an upsell • Worked with confidential customer information and treat it sensitively • Appropriately communicated with customers • Reinforced, communicated, and reviewed the purchase decision throughout the customer… Show more • Handled and carefully responded to all customer inquiries • Provided excellent customer service through active listening • Met and exceeded sales goals with the proven ability build customer relationships • Identified hesitations, overcome objections, and close an upsell • Worked with confidential customer information and treat it sensitively • Appropriately communicated with customers • Reinforced, communicated, and reviewed the purchase decision throughout the customer interaction • Aimed to resolve issues on the first call by being proactive in my customer service approach Show less



Discover Financial Services

• United States
• Financial Services
• 700 & Above Employee

• Team Coach/Senior Account Manager

  • Jun 2001 - Jun 2004

  Sandy, UT • Administered monthly reviews and monitored calls providing positive feedback, constructive criticism and ongoing training to enhance quality of business practices • Used an automated dialing system and computer • Communicated with customers by telephone to collect past due payment, review customer accounts and secure payments • Collection of overdue funds from customers using a variety of collections techniques • Recorded information about the status of the customer and… Show more • Administered monthly reviews and monitored calls providing positive feedback, constructive criticism and ongoing training to enhance quality of business practices • Used an automated dialing system and computer • Communicated with customers by telephone to collect past due payment, review customer accounts and secure payments • Collection of overdue funds from customers using a variety of collections techniques • Recorded information about the status of the customer and collections efforts • Worked on the Foreign Language department collecting on all Spanish speaking customers and using other translation services when needed Show less