Overview
Work History
Education
Skills
Timeline
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Angelina Zatezalo-Devcic

Las Vegas,NV

Overview

46
46
years of professional experience

Work History

Collections Officer

CBV Collection Services
03.2012 - 06.2020
  • Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
  • Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
  • Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained accurate records of all collections activities, ensuring proper documentation for auditing purposes.
  • Verified and reviewed customer account information.
  • Evaluated customer financial situations, offering tailored solutions that promoted successful repayments while minimizing risk exposure for the company.
  • Initiated negotiations for debt recovery through email, telephone, and mail contact.
  • Improved client payment rates by negotiating and establishing feasible repayment plans.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Contributed to departmental goals by consistently meeting or exceeding monthly collection targets.
  • Participated in regular team meetings to discuss progress toward goals, share best practices, and address any challenges faced within the department.
  • Reviewed and analyzed credit reports to assess risk factors, aiding in the decision-making process for account management strategies.
  • Ensured compliance with federal and state regulations by staying up-to-date on industry standards and best practices.
  • Received inbound calls and answered questions from customers satisfactorily.
  • Reduced company losses by identifying and addressing problematic accounts in a timely manner.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Assisted debtors in setting up payment plans to recover overdue balances.
  • Abided by rules of Fair Debt Collection Practice Act for fully compliant activities above basic industry standards.
  • Collaborated with other departments to streamline the collections process, resulting in improved productivity.
  • Increased overall collections efficiency by implementing innovative strategies for contacting debtors.
  • Used skip tracing and other techniques to locate debtors.
  • Provided exceptional customer service while upholding professionalism during difficult conversations with debtors regarding their outstanding balances.
  • Located and monitored overdue accounts by using automated systems.
  • Trained new team members on scripts, company services, and collection strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Utilized various tools and resources to locate hard-to-reach customers, increasing collection opportunities.
  • Achieved performance goals on consistent basis.
  • Started foreclosure and repossession processes when warranted.

Front Desk Agent

Excalibur Hotel & Casino
03.2010 - 04.2012
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.

Senior Credit Analyst

Reliance Acceptance
02.1993 - 10.2003
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Performed credit reviews on corporations to assess financial conditions.
  • Complied with internal controls and government regulations.
  • Improved understanding of financial statements, which helped in assessing risk.
  • Improved credit risk management by developing and implementing comprehensive credit policies and procedures.
  • Placed customer accounts on hold due to past due payments.
  • Evaluated customer credit data to determine level of risk involved in money lending.

Senior Collector

Quantum Collections
11.1994 - 11.1996
  • Reduced delinquency rates by implementing effective collection strategies and maintaining a professional approach.
  • Implemented proactive measures such as early intervention initiatives to address potential payment issues before they escalate into delinquencies.
  • Streamlined collection processes, resulting in increased efficiency and reduced operational costs.
  • Developed customized action plans for each debtor''s unique financial situation, facilitating prompt resolution of outstanding balances.
  • Managed a portfolio of high-value accounts, successfully negotiating settlements to reduce losses for the organization.
  • Increased cash flow through timely follow-up on outstanding invoices and persistent debt recovery efforts.
  • Coordinated closely with legal departments when pursuing litigation as a last resort for non-responsive or uncooperative debtors.
  • Maintained strict compliance with federal regulations, ensuring the protection of consumer rights and upholding ethical practices within the organization.

Collections Agent

GE Capital
06.1992 - 11.1994
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Directed day-to-day collections functions.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Branch Manager

Nevada Savings & Loan Assoc.
08.1981 - 07.1992
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Assessed employee performance and developed improvement plans.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Complied with regulatory guidelines and requirements.

Note Department Supervisor

Bank Of America
06.1974 - 08.1981
  • Trained new employees on overall company and department-specific policies and procedures.
  • Managed team of Number employees, delegated tasks and held each employee accountable for completing assignments.
  • Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
  • Created employee schedules to align coverage with forecasted demands.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Handled cash register, returns, and refunds.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Education

High School Diploma -

San Diego High School
San Diego, CA

Skills

  • Banking knowledge
  • Goal-Oriented
  • Strong negotiation skills
  • Call center experience
  • Debt recovery expertise
  • Call Control
  • Processing payments
  • Proficiency in Software
  • Skip Tracing
  • Assertiveness
  • Payment Acceptance
  • Issue investigation
  • Payment Plan Options
  • Knowledge of collection techniques
  • Professional integrity
  • Data entry proficiency
  • Organizational Skills
  • Decision-Making
  • Payment Scheduling
  • Microsoft Office
  • Analytical and Critical Thinking
  • Customer Relationship Management

Timeline

Collections Officer

CBV Collection Services
03.2012 - 06.2020

Front Desk Agent

Excalibur Hotel & Casino
03.2010 - 04.2012

Senior Collector

Quantum Collections
11.1994 - 11.1996

Senior Credit Analyst

Reliance Acceptance
02.1993 - 10.2003

Collections Agent

GE Capital
06.1992 - 11.1994

Branch Manager

Nevada Savings & Loan Assoc.
08.1981 - 07.1992

Note Department Supervisor

Bank Of America
06.1974 - 08.1981

High School Diploma -

San Diego High School

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Angelina Zatezalo-Devcic