Craig Mortenson
Kent,WA
Summary
Dynamic professional with extensive experience at the IRS, excelling in financial counseling and credit analysis. Proven track record in enhancing collections efficiency through strategic negotiation and exceptional customer service. Adept at data entry and fostering cross-functional collaboration, consistently achieving successful resolutions in challenging scenarios.
Results-oriented professional prepared for role in collections. Skilled at managing overdue accounts and implementing collection strategies that enhance recovery rates. Known for excellent collaboration and adaptability, ensuring seamless team operations and goal attainment. Proficient in communication and problem-solving, valued for reliability and flexibility.
Experienced with managing team of collection representatives in the absence of regular team manager. This included schedule adherence, reviewing leave requests as well as any other administrative duties as needed.
Overview
33
33
years of professional experience
Work History
Lead Collection Representattive
Internal Revenue Service, IRS
10.2004 - Current
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
- Resolved challenging situations with friendly but firm strategies.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
Assistant Manager
Nordsrom
07.1992 - 09.2004
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
Associate of Applied Science - Computer And Information Systems
Highline College
Seattle, WASkills
- Supportive team participant
- Data entry
- Credit analysis
- Financial counseling
- Accounting skills
- Cross-functional collaboration
- Mathematics skills
- Decision-making
- Call center experience
- New hire training
Timeline
Lead Collection Representattive
Internal Revenue Service, IRS
10.2004 - Current
Assistant Manager
Nordsrom
07.1992 - 09.2004
Associate of Applied Science - Computer And Information Systems
Highline College