MELISSA SWANNER
Business Professional
Gas City,IN
Summary
To earn a position within a top-rated mortgage lending company, enabling me to assist families by utilizing my 15 years of information processing experience in a mutually beneficial business transaction. Ultimately, my goal is to transition into a more all-around positive work experience, allowing me to become a light in my clients' lives and further assist them in reaching their goals while also satisfying my own and the company's.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work History
TEAM LEAD
Navient
Muncie, IN
07.2017 - Current
- Lead a group of collectors to ensure performance goals are met on both an individual and team level.
- Provide employee training, development, and coaching relative to adherence to company policies and procedures.
- Develop and maintain daily, weekly, and monthly reports regarding incentive goals, production standards, and quality assurance.
- Compile and analyze statistical data relative to unit productivity.
- Quality monitoring for live and recorded calls, conducting audits and providing feedback to staff and employees.
- Communicate with representatives via phone, skype, and email to assist in daily call activity, supervisor-required calls, and all other relevant work necessary to make calls to customers efficient and effective.
- Participated as a member of the Navient Employee Voice committee to provide ideas and feedback on impactful changes, innovated procedures, and positive reformation of current policies in place.
- Audit and correct accounts with errors that may negatively impact an account.
- Create and maintain team schedules.
- Organize and implement team and department contests.
- Perform duties as assigned by management.
COLLECTOR II
Navient
Muncie, IN
05.2007 - 06.2017
- Executed inbound and outbound collection calls to customers regarding their delinquent student loans.
- Communicated with debtors to discuss and negotiate short-term/long-term payment resolutions.
- Skip traced accounts that have had no recent contact while maintaining compliance with the Fair Debt Collections Practices Act.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Achieved performance goals on consistent basis.
Education
BUSINESS ADMINISTRATION STUDIES
Ivy Tech Community College of Indiana
08.1998 - 07.2001
High School Diploma -
MISSISSINEWA HIGH SCHOOL
08.1994 - 05.1998
Skills
Account management
Production monitoring
Daily workflow improvement
Verbal and written communication
Organizational and interpersonal skills
Verbal and written communication
Quality Control
Timeline
TEAM LEAD
Navient
07.2017 - Current
COLLECTOR II
Navient
05.2007 - 06.2017
BUSINESS ADMINISTRATION STUDIES
Ivy Tech Community College of Indiana
08.1998 - 07.2001
High School Diploma -
MISSISSINEWA HIGH SCHOOL
08.1994 - 05.1998