Desiree Polum
Nampa,ID
Summary
Accomplished Debt Management Specialist with a proven track record at Citibank, adept in skip tracing and fostering customer relationships. Demonstrated ability to exceed performance targets through effective negotiation and resolution, enhancing cash flow by reducing delinquency rates. Excels in teamwork and clear communication, ensuring regulatory compliance and optimizing collections processes.
Overview
21
21
years of professional experience
Work History
Collection Customer Service Representative
Idaho Title Loans
07.2024 - 11.2024
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Mitigated potential losses by closely monitoring high-risk accounts and taking appropriate action when necessary, such as recommending litigation or writeoffs.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
Executive Administrative Assistant
Capital Pest Services
04.2023 - 02.2024
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Scheduled appointments and handled calenders for senior leadership.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Gathered documents, data, and formulated analytics to prepare issues for discussion and reports for review.
- Enhanced communication between departments through proactive coordination of meetings and events.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
Stay at Home Parenting
Home Instead
11.2013 - 01.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed and maintained courteous and effective working relationships.
Debt Management Specialist
Citibank
06.2003 - 10.2013
- Collaborated with other financial specialists to develop customized solutions for clients struggling with debt repayment.
- Managed a diverse portfolio of clients, consistently meeting or exceeding performance targets related to debt recovery.
- Scheduled meetings with various agencies and personnel by coordinating participants and materials, preparing agenda and strategy for projects and monitoring completion of goals and objectives.
- Enhanced team productivity by providing training on new debt management tools and techniques.
- Developed strong working relationships with creditor representatives, facilitating efficient information exchange and streamlined negotiations.
- Streamlined debt collection processes, resulting in faster resolution of overdue accounts and improved cash flow for the organization.
- Provided exceptional customer service while maintaining strict adherence to regulatory guidelines and ethical standards within the field of debt management.
- Worked closely with clients facing bankruptcy proceedings, guiding them through available options for addressing their financial challenges without resorting to legal action.
- Reduced delinquency rates by implementing effective debt management strategies and proactive communication with clients.
Education
No Degree - Business Development
Steven Henegar
Boise05-2003
No Degree - General Studies
Pima Community College
Tucson, AZ05-1994
Skills
- Goal oriented
- Stress tolerance
- Skip tracing
- Assertiveness
- Debt collection
- Customer relationship building
- Patience and persistence
- Cross-selling expertise
- Reception management
- Delinquent account management
- Regulatory compliance
- Payment plan implementation
- Account tracking
- Collections optimization
- Teamwork
- Customer service
- Multitasking Abilities
- Reliability
- Excellent communication
- Clear communication
- Effective communication
- Verbal and written communication
- Debt recovery
- Decision-making
- Microsoft office
- Negotiation and resolution
Timeline
Collection Customer Service Representative
Idaho Title Loans
07.2024 - 11.2024
Executive Administrative Assistant
Capital Pest Services
04.2023 - 02.2024
Stay at Home Parenting
Home Instead
11.2013 - 01.2023
Debt Management Specialist
Citibank
06.2003 - 10.2013
No Degree - Business Development
Steven Henegar
No Degree - General Studies
Pima Community College
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