Armin Podrug

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Trained employees on the legal process of wage garnishments, bank garnishments, and liens on property.
• Mentored and guided employees to foster proper completion of assigned duties.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Held weekly team meetings to inform team members on company news and updates.
• Created and managed project plans, timelines and budgets.

• Led a team of data analysts, and business analysts to investigate and determine the root cause of system issues impacting customers with loans.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations to regulators, directors and company Vice Presidents.
• Conducted thorough reviews of operations to devise and deploy improvement strategies.
• Reviewed internal systems and created data fixes and code fixes to address areas in need of improvement.
• Collaborated with on-site directors, operations managers and supervisors on engineering projects.
• Identified process inefficiencies through root cause analysis and outlined sensible solutions.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Updated and created new policy procedures within the company.

· Managed a large team of experienced agents that worked with customers that had student loans and private loans that charged off.

· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

· Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

· Developed training, task and process guidelines and communicated clear and concise directions to employees.

· Achieved results by working with staff to meet established targets through weekly coaching meetings.

· Maintained compliance with company policies, objectives and communication goals.

· Identified individual employee's unique work styles and adapted management methods through weekly meetings.

· Conducted employee evaluations to provide feedback and set expectations for future job performance.

· Handled customer complaints and supervisor calls, resolved issues and adjusted policies to meet changing needs.

· Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

· Created monthly and yearly performance evaluations for team members.

• Negotiated with customers to collect balance in full on defaulted student loans and personal loans.
• Negotiated with customers on settlements for qualified loans
• Worked with Attorneys and Bankruptcy Third Party Specialists regarding customer defaulted accounts.
• Maintained high volume of calls and met demands of busy and productive group.
• Used probing techniques to determine debtors' reasons for delinquency.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Achieved performance goals on consistent basis.

· Negotiated with customers to collect balance in full on delinquent accounts.

· Used scripted conversation prompts to convey current account information and obtain payments.

· Used skip tracing and other techniques to locate debtors.

· Worked in call center environment handling manual and automatically dialed outbound calls.

· Discussed options with delinquent clients in terms of proposed solutions or foreclosure.

· Reviewed and set up payment programs on qualified customer accounts.

· Achieved performance goals on consistent basis.

• Worked business to business with Store Managers on ordering product for the store to meet business goals.
• Responded to customer issues promptly to build strong professional relationships.
• Conducted market and competitive analysis to secure new customers.
• Visited customers to stock retail shelves and document inventory levels.
• Resolved concerns with products or services to help with retention and drive sales.