Summary
Overview
Work History
Education
Skills
Timeline
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Brooke Mix

Columbus,OH

Summary

Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

7
7
years of professional experience

Work History

Recovery Specialist SR

Bread Financial
10.2019 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Attained High achievement consistently ranking and maintaining compliant with 90% call quality.
  • Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
  • Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
  • Negotiated to collect balance in full and initiated immediate plans for repayment.
  • Performed skip tracing on all past due accounts to locate responsible individuals.

Stretch Collections Team Lead

Bread Financial
03.2023 - 09.2023
  • Managed employee training for 20 new hires over a period of 6 months.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Worked different stations to provide optimal coverage and meet production goals
  • Conducted training and mentored team members to promote productivity, accuracy.
  • Audited team performance and compliance


Recovery Specialist

Bread Financial
09.2018 - 09.2019
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.

Recovery Trainee

Bread Financial
01.2018 - 09.2018
  • Optimized collections strategies, resulting in higher recovery rates and reduced delinquency ratios.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
  • Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.

Payment Solutions Advocate

Bread Financial
08.2017 - 01.2018
  • Skip traced accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment
  • Maintained high volume of calls and met demands of busy and productive group with manual and auto dialed outbound calls

Education

Bachelor of Science -

Western Governors University
Salt Lake City, UT

High School Diploma -

North Hills Prep School
North Hills
05.2002

Skills

  • Conflict resolution skills
  • De-Escalation Techniques
  • Settlement Negotiation
  • Documentation abilities
  • Bankruptcy knowledge
  • Expertise in Team Leadership, Employee

Training and Mentoring

  • Expertise in Credit and Collections
  • Expertise in Skip tracing and Persuasion

Procedures

  • Team Oriented

Goals and Performance Driven

Timeline

Stretch Collections Team Lead

Bread Financial
03.2023 - 09.2023

Recovery Specialist SR

Bread Financial
10.2019 - Current

Recovery Specialist

Bread Financial
09.2018 - 09.2019

Recovery Trainee

Bread Financial
01.2018 - 09.2018

Payment Solutions Advocate

Bread Financial
08.2017 - 01.2018

Bachelor of Science -

Western Governors University

High School Diploma -

North Hills Prep School

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Brooke Mix