Crystal Shook
San Antonio
Summary
Seasoned Credit and Collections Manager with 18+ years of experience overseeing accounts receivable, designing and executing effective collection strategies, and maintaining optimal cash flow across financial services and automotive sectors. I lead multimillion-dollar portfolios, build inclusive, trust-based cultures, and guide teams to resolve complex challenges while improving productivity and reducing delinquency rates. With strong negotiation skills and a deep understanding of risk analysis, I streamline processes and positively influence customer retention—always in compliance with industry regulations. Versatile in financial analysis, audit support, account reconciliations, and financial statement preparation, I’m highly detail-oriented, proactive, and diligent. Driven by creativity and service, I champion financial literacy and mentorship, foster growth and loyalty, and bring curiosity, resilience, and a people-first mindset to every challenge.
Overview
15
15
years of professional experience
Work History
Credit and Collections Representative
Texas Air Products
San Antonio
08.2024 - Current
- Manage full-cycle collections for commercial HVAC construction projects; oversee AR accuracy and CRM payment posting.
- Streamline operations through proactive issue resolution and collaborative cross-functional communication.
- Maintain detailed records and reporting to ensure transparency and financial compliance.
Customer Service/Collections Manager
Firstmark Credit Union
San Antonio
06.2017 - 04.2024
- From 2021–2024, served as a Member Care Manager:
- Led and mentored team of customer service representatives to deliver member-focused service and retention strategies.
- Developed engagement initiatives and launched training programs that improved performance metrics and team cohesion.
- Recognized with Legends Award Nomination for pandemic leadership and member outreach program.
- From 2017–2021, served as a Loan Resolution Manager:
- Directed a team managing a $1.2B loan portfolio, with full ownership of reporting, compliance, and escalated cases.
- Cultivated a positive team culture rooted in empathy, accountability, and resilience.
- Earned 'I Am Firstmark' Award for transformative team leadership.
Charge Off Collector
SWBC
San Antonio
10.2015 - 06.2017
- Managed high-risk delinquent accounts in a charge-off collections environment, focusing on effective recovery and resolution strategies.
- Maintained strict adherence to FDCPA and state regulations, ensuring compliant communication and account handling.
- Consistently met or exceeded collection goals through efficient workflow management and cash recovery strategies.
Single Point of Contact- Mortgage Collections
Ditech Financial LLC
San Antonio
08.2014 - 09.2015
- Managed a $80M portfolio of single-dwelling residential mortgages within a high-volume call center.
- Delivered over 200 calls/day via Avaya auto dialer, emphasizing one-call resolution and compliance with FDCPA, Mini Miranda, and regulatory standards.
- Supported supervisor in daily team communications, workflow planning, and second-level call resolution coaching.
Resolution Manger – Auto loan collections (buy here pay here)
Flexi Compras Autos
San Antonio
09.2013 - 08.2014
- Led a team of 5 across three dealership locations, delivering coaching, compliance oversight, and escalation support.
- Drove results through performance audits, procedural improvements, and KPI tracking to reduce delinquencies and charge-offs.
- Supported cross-location standardization efforts, improving operational consistency and customer experience.
Collections Manager (buy here pay here)
Sierra Motors
San Antonio
03.2010 - 09.2013
- Supervised a 9-member collections team while fostering a high-performance culture centered on customer care and compliance.
- Strengthened vendor relations across 7+ third-party partners, ensuring seamless coordination and payment processing.
- Designed and implemented performance tracking systems that informed decision-making and reduced delinquency rates.
- Championed training and development to build team expertise and align with organizational goals.
Education
MBA -
Southern New Hampshire University
Manchester, NH10.2026
Bachelor of Science - Business Administration
Southern New Hampshire University
04.2025
Skills
- Customer service
- Collections management
- Team leadership
- Compliance management
- Data reporting
- Effective communication
- Conflict resolution
- Financial analysis
- Process improvement
- Installment plan set up
- Automated dialer experience
- Financial counseling
- Debt negotiation
- Goal oriented
- Skip tracing
- Customer research
- Collections
- Delinquency prevention
- Account reconciliation
- Call center experience
- Financial statements expertise
- Conflict resolution techniques
- Debt recovery expertise
- Credit and collections
- Records maintenance
Websites
Timeline
Credit and Collections Representative
Texas Air Products
08.2024 - Current
Customer Service/Collections Manager
Firstmark Credit Union
06.2017 - 04.2024
Charge Off Collector
SWBC
10.2015 - 06.2017
Single Point of Contact- Mortgage Collections
Ditech Financial LLC
08.2014 - 09.2015
Resolution Manger – Auto loan collections (buy here pay here)
Flexi Compras Autos
09.2013 - 08.2014
Collections Manager (buy here pay here)
Sierra Motors
03.2010 - 09.2013
MBA -
Southern New Hampshire University
Bachelor of Science - Business Administration
Southern New Hampshire University
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