Donna Cech
Hillsboro,OR
Summary
Experienced strategic leader skilled in customer service, compliance, collections, and repossession. Effective communicator with individuals from diverse backgrounds. Utilizes strong interpersonal skills to build rapport and foster positive relationships. Consistently exceeds organizational objectives through analytical thinking and problem-solving abilities.
Overview
38
38
years of professional experience
Work History
Customer Service/Collections Manager
DEXT Capital
01.2020 - 05.2024
- Oversaw a team of four, managing a $600 Million portfolio with 5,600 accounts
- Led all aspects of team management, including hiring, training, performance evaluating and terminating as necessary
- Developed and implemented delinquent account collections procedures, improving overall recovery rates
- Resolved complex customer issues and complaints with a focus on maintaining customer relationships
- Established and monitored monthly collections goals, consistently meeting or exceeding goals
- Worked closely with the billing department to review account payments applications
- Approved the issuance of demand letters for overdue payments, reducing delinquency rates to an average of 3% monthly
- Prepared detailed reports on all collections activities for executive committee
- Analyzed accounts to determine when write-offs were necessary, balancing financial impact and recovery efforts
- Worked with internal and external legal counsel on judgments and settlements to optimize recovery outcomes.
Customer Service/SLA Manager
Bank of the West – EFD Managed Services Group
07.2010 - 10.2019
- Managed a customer service team of two with assets of $700 million and 25,000 active contracts
- Spearheaded all aspect of team management, including hiring, development performance evaluations and when necessary, for terminations
- Managed the phone system of 8 lines incoming and 10 group email inboxes, coordinate, implementation for new clients
- Prepare quarterly First Line of Defense self-examination, worked with clients and their auditors during periodic audits, ensuring compliance and addressing any finding efficiently.
Collection/Compliance Manager
InRoads Credit Union (St. Helens Community Federal CU)
01.2002 - 01.2010
- Led a staff of two managing $140 million in assets with a 14,000 membership base
- Charged with hiring, training, evaluating and when necessary for terminating collections personnel
- Successfully implemented a new collections software that maintained delinquency levels at a low of .39% for accounts over 60 days
- Developed and executed a strategy plan to collect for in house recovery of negative share accounts, significantly increasing recovery rates and reducing losses
- Created and enforced a compliance policy to ensure adherence to NCUA regulations, safeguarding the credit union against regulatory risk and operational integrity.
Operations/Customer Services Manager
Textron Financial Corporation – Systran
01.2001 - 01.2002
- Managed the performance of seven relationship managers and accounts receivables - factoring portfolios of $30 million to $50 million
- Directly accountable for the portfolio’s performance including over-lines, delinquencies, disputes and overall customer service
- Conducted employee evaluations, cross training and various other personnel functions
- Credit authorities up to $100K
- Developed a strategy plan to work a customer out of a $1.3-million deficit in less than 120 days
- Implemented a new collection call policy to increase call volume from 250 to 550 per month.
Administrator Collections/Asset Recovery
Orix Credit Alliance
01.1998 - 01.2000
- Managed a staff of 20, a portfolio of $150 million and 30,000 active accounts
- Charged with hiring, training, evaluating and, when necessary, terminating collection and asset recovery personnel
- Established delinquency percentage objectives; developed a strategy for meeting the objectives; measured individual collector performances as well as that of the entire department; directed action to be taken on seriously delinquent accounts; took personal collection responsibility for larger delinquent accounts
- Oversaw Asset Recovery and Asset Sales Department.
Operations Manager
Orix Credit Alliance
01.1986 - 01.2000
- Provided management direction and coordination of support operations, which included documentation, quality control, funding, data processing, buyouts, customer service, collections and asset recovery
- Delivered leadership and direction to support supervisors and employees, ensuring high morale, efficiency and conformance with all company procedures and policies while managing 45 employees.
Administrator Asset Recovery
Orix Credit Alliance
01.1996 - 01.1998
- Directed the division's repossession efforts and the sale of repossessed equipment
- Led in the development of dealer and third-party network through which repossession and sales were facilitated
- Detailed responsibilities included: staff management, budgets, accounts payable, repossession and sales goals, coordination with collections and litigation department.
Education
High School Diploma -
Soap Lake High
Soap Lake, WASkills
- Collections & Compliance Laws
- Coaching/Mentoring Skills
- Conflict Resolution
- Budget Management
- Research Skills
- Organization Skills
- Debt Negotiation
- Customer Relationship Building
- Adaptability and Flexibility
- Client Relationship Management
Additionalpositions
- Credit Investigator
- Documentation Specialist
- Documentation Department Supervisor
- Sales Account Relationships Manager
- Asset Recovery Administrative Assistant
- Asset Recovery Assistant Manager
- Asset Recovery Manager
Technologyskills
- MS Word
- Excel
- PowerPoint
- Microsoft Outlook
- Info-Lease
- Aspire
- Salesforce
Professional Development
Continuous development through seminars on: Communications, customer service, conflict resolution, supervision skills, bankruptcy laws, uniform commercial codes and other professional topics, compliance, legal
Timeline
Customer Service/Collections Manager
DEXT Capital
01.2020 - 05.2024
Customer Service/SLA Manager
Bank of the West – EFD Managed Services Group
07.2010 - 10.2019
Collection/Compliance Manager
InRoads Credit Union (St. Helens Community Federal CU)
01.2002 - 01.2010
Operations/Customer Services Manager
Textron Financial Corporation – Systran
01.2001 - 01.2002
Administrator Collections/Asset Recovery
Orix Credit Alliance
01.1998 - 01.2000
Administrator Asset Recovery
Orix Credit Alliance
01.1996 - 01.1998
Operations Manager
Orix Credit Alliance
01.1986 - 01.2000
High School Diploma -
Soap Lake High
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