Brigette Copeland
Fort Wayne,IN
Overview
10
10
years of professional experience
Work History
Operations Manager
Fire Police City County FCU
Fort Wayne, IN
05.2022 - 04.2024
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
Collections Manager
Fire Police City County FCU
Fort Wayne, IN
12.2021 - 09.2023
- Managed accounts receivable, collections and credit activities for a large customer base.
- Developed procedures to ensure timely collection of payments from customers.
- Created reports for management on past due accounts and delinquency rates.
- Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Collaborated with legal department to initiate litigation against delinquent customers when necessary.
- Drafted correspondence to debtors regarding their overdue accounts.
- Maintained accurate records of all collection activities in accordance with local laws.
- Advised senior management on best practices related to collections policies.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Conducted periodic audits of customer accounts for compliance purposes.
- Evaluated external debt collection agencies for potential partnerships.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Developed and improved procedures for collection of past due amounts.
- Updated accounts with documentation of interactions and current information.
- Completed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
Branch Manager
Fire Police City County FCU
Fort Wayne, IN
08.2021 - 12.2021
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Conducted regular performance reviews for all employees in the branch.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Established strong working relationships with external partners such as vendors and suppliers.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Participated in community events to promote brand awareness.
- Identified opportunities for process improvement initiatives within the branch.
Member Service Representative
Fire Police City County FCU
Fort Wayne, IN
02.2019 - 08.2021
- Greeted customers in a friendly and professional manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Answered incoming calls regarding membership benefits and services.
- Handled customer complaints in an efficient and courteous manner.
- Maintained accurate records of member interactions and transactions.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Verified identity information on new accounts using established procedures.
Office Admin
Premier Auto Sales
Fort Wayne, IN
05.2014 - 12.2018
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Provided administrative support for day-to-day operations of the campaign office.
- Performed clerical and administrative functions to maintain smooth office operation.
- Managed office operations, organized and coordinated administrative functions.
- Verified accuracy of title documents for completeness and correctness.
- Processed applications for new titles, transfers and duplicate titles.
Education
Bachelor of Science - Applied Psychology
Trine University
Angola, IN06-2014
Timeline
Operations Manager
Fire Police City County FCU
05.2022 - 04.2024
Collections Manager
Fire Police City County FCU
12.2021 - 09.2023
Branch Manager
Fire Police City County FCU
08.2021 - 12.2021
Member Service Representative
Fire Police City County FCU
02.2019 - 08.2021
Office Admin
Premier Auto Sales
05.2014 - 12.2018
Bachelor of Science - Applied Psychology
Trine University
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