Gwen Champagne
Tempe,AZ
Summary
Results-driven leader with extensive experience in strategic decision-making and adaptable leadership. Proven ability to enhance business performance by utilizing insights across multiple functions. Strong commitment to team collaboration and achieving organizational objectives. Integrity in decision-making fosters trust and accountability in all professional interactions.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Business Development Specialist
Comcast
Remote, AZ
12.2024 - 03.2025
- Assisted in developing strategic partnerships with potential clients.
- Managed client communications to ensure satisfaction and engagement.
- Maintained accurate records of client interactions and feedback.
- Partnered with team members in other business functions to establish best possible solutions.
- Analyzed sales and marketing reports to determine target areas for growth and set additional goals.
- Managed multiple projects to achieve high levels of success.
- Negotiated contracts with vendors, suppliers, partners, and other stakeholders to maximize profitability.
Account Executive
Dish Network Corp
Chandler, AZ
05.2024 - 11.2024
- Engaged customers to understand their needs and provide tailored solutions.
- Managed client accounts to ensure satisfaction and retention.
- Coordinated with internal teams to resolve customer issues efficiently.
- Processed orders and maintained accurate account information in systems.
- Analyzed customer feedback to enhance service delivery and support initiatives.
- Collaborated with sales team to strategize on market trends and opportunities.
- Maintained accurate records of all sales activities using CRM software systems.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Negotiated contracts with clients to ensure profitable outcomes for the company.
- Participated in training sessions on topics related to sales techniques or industry regulations.
- Advised customers on best practices regarding product usage or maintenance procedures.
- Maintained up-to-date knowledge of industry trends and developments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
Loyalty Specialist
AT&T
Remote/Mesa, AZ
04.2021 - 03.2024
- Developed retention strategies to enhance customer loyalty and engagement.
- Analyzed customer feedback to identify trends and improve service offerings.
- Trained team members on effective communication techniques for client interactions.
- Managed CRM system updates to maintain accurate customer information and records.
- Resolved customer inquiries promptly, ensuring a positive experience and relationship-building.
- Conducted surveys to gather insights on customer satisfaction and preferences.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Explained new products and services to customers.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Implemented creative solutions to deal with special circumstances.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Developed strategies to improve customer experience and increase loyalty.
- Generated monthly reports outlining progress made towards meeting retention objectives.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Compiled all calls and interactions into computer data system.
- Mentored junior retention specialists, sharing knowledge and best practices to enhance team performance.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
Customer Service Representative
Modivcare
Phoenix/Remote, AZ
08.2020 - 04.2021
- Assisted customers with inquiries regarding transportation services and benefits.
- Managed scheduling and coordination of non-emergency medical transportation.
- Processed customer requests using CRM software to maintain accurate records.
- Resolved customer complaints through effective communication and problem-solving skills.
- Provided training to new team members on service protocols and systems usage.
- Maintained knowledge of company policies to provide accurate information to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Worked cross-departmental, if needed, ensure to that all customers needs were met (i.e. Lodging for overnight stays for appointments out f town).
Document Custody Manager
LogistiCare
Tempe, AZ
07.2017 - 09.2017
- Developed and implemented strategic plans to meet company objectives.
- Oversaw daily operations, ensuring efficiency and adherence to quality standards.
- Coordinated project timelines across departments for timely initiative completion.
- Led team meetings to align departmental goals and strategies.
- Implemented process improvements that streamlined operations and boosted efficiency.
- Collaborated with IT to complete project ahead of deadline.
Merchant Services Representative/Coprorate Card A
American Express
Phoenix, AZ
07.2016 - 03.2017
- Worked with merchants to repay loans granted by American Express.
- The loans were paid back by their POS machines or previously authorized withdrawals from their bank account each month.
- If a merchant could not pay because of a decline in business or other reasons, then maintaining a high level of service plans would be made for repayment.
- Always ensuring to keep positive rapport in case there was a relationship that could be established in the future with another American Express product.
- Was promoted to Corporate Card Analyst (Black Card)
- If a card was declined because it was outside of the regular spending pattern, I was tasked with looking at several factors before advising the customer the reason for decline or approval, always positioning it so that it did not become an escalation.
- Also, maintaining rapport for the offer of future products
Collection Manager
ARS (Business Relocated to CA)
Phoenix, AZ
01.2014 - 04.2014
- Led collections team to improve recovery processes and decrease overdue accounts.
- Developed training programs for staff to enhance collection techniques and customer interactions.
- Analyzed account data to identify trends and optimize collection strategies effectively.
- Implemented new software tools to streamline collections workflow and reporting accuracy.
- Monitored performance metrics to ensure adherence to company policies and industry standards.
- Fostered relationships with clients to negotiate payment plans and resolve disputes amicably.
- Conducted regular team meetings to discuss challenges, share best practices, and motivate staff.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Conducted reviews and evaluations for cost-reduction opportunities.
Senior Operations Manager
Penncro, Associates, INC.
College Station, TX
01.2011 - 11.2012
- Managed daily operations to ensure efficiency and compliance with company standards.
- Attended a train the trainer event so that could train one of the first training classes that hit the floor.
- Led cross-functional teams to improve workflow and operational processes.
- Implemented training programs for staff to enhance skills and knowledge.
- Analyzed operational data to identify areas for improvement and optimization.
- Oversaw safety protocols to ensure a secure working environment for employees.
- Fostered a culture of teamwork through effective communication and collaboration initiatives.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Supervised, assisted and coached other operations managers.
- Designed and analyzed internal reporting systems and procedures for company.
- Provided guidance, support, and mentorship to junior team members.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Created reports on key performance indicators to track progress against objectives.
- Developed and implemented operational strategies to improve efficiency.
- Conducted regular audits of systems and processes to detect any potential issues or risks.
- Organized regular meetings with department heads to review ongoing projects and discuss new initiatives.
- Assigned tasks to staff members based on their skill sets and availability.
- Resolved conflicts between employees in a timely manner.
- Implemented departments as needed in order to make sure that our site was adhering to all bank standards.
- Within 90 days, our site was beating the internal sites' productivity; executives from those sites asked to come visit.
- Always have a win as one mentality.
- Promoted from within and also encouraged all of the leaders to develop leadership ship
Foreclosure Manager II
Barclays
Sacramento, CA
03.2009 - 11.2010
- Assisted in training new staff members on department policies, procedures and guidelines.
- Conducted detailed financial analysis of delinquent accounts to determine appropriate action.
- Helped the team to negotiate loan modifications, repayment plans, and other alternatives to foreclosure.
- Help train classes, one-on-ones, and performance sessions with employees.
- Was constantly available to the entire department.
- My team ranked #1, month over month.
Regional Collections Center Manager
Wells Fargo
Pleasanton/Stockton, CA
08.2007 - 02.2009
- Managed daily operations and ensured compliance with company policies.
- Led team meetings to discuss performance and address concerns.
- Trained new staff on procedures and customer service standards.
- Assisted customers with account inquiries and service requests.
- Implemented training programs to enhance employee skills and knowledge.
- Developed strong customer relationships through effective communication and support.
- Evaluated job performances of team members regularly through feedback sessions.
- Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
- Reviewed and submitted accurate bi-weekly payroll to satisfy human resources obligations and maintain high employee satisfaction.
- Once I started in Pleasanton, my leader went on leave, so I was in charge.
- Represented Wells Fargo in court proceedings as an expert witness.
- Forecasted charge-off and delinquency on a monthly basis.
- Attended auto auctions and approved or denied the sale of Wells Fargo Autos to offset charge-offs.
- Was moved to Stockoton, which was a struggling office, and was able to have it performing within 30 days.
Early Intervention/Accelerated Loss Mit Manager
Novastar
Kansas City, MO
01.2005 - 07.2007
- Led cross-functional teams to implement technology solutions across departments.
- Coordinated software development projects, ensuring alignment with business goals.
- Developed training programs for staff on new technologies and systems.
- Oversaw vendor relationships, evaluating services and negotiating contracts effectively.
- Supervised implementation project designed to improve system productivity.
- Reviewed and evaluated outsourcing proposals to and provided cost/benefit analysis.
- Recruited and developed new Early Intervention/Loss Mitigation Specialists.
- Monitored industry trends to identify opportunities for improving organizational efficiency through technology initiatives.
- Ensured compliance with applicable regulations for the FDCPA and foreclosure standards.
- Coordinated with vendors as requested by my VP, bringing on a new field chase company and saving $100k.
- I flew out and met with the attorney when the market started to take a turn because my team was servicing 80% subprime loans, and more information was needed to offset the losses.
- Analyzed performance metrics and met with the individual agents in order to come up with a concise plan of action
Collector/Lead Collector/Risk Analyst
Chase Bank
Tempe, AZ
11.1997 - 08.2005
- Managed delinquent accounts to improve collection processes (60-120 DPD switching departments every 30 days)
- Communicated with customers regarding payment arrangements and account inquiries.
- Utilized collection software to track account status and payment history.
- Negotiated payment plans with customers to facilitate timely resolutions.
- Managed delinquent accounts to improve collection processes.
- Collaborated with legal teams on escalated collection cases as needed.
- Documented customer interactions in compliance with company policies and regulations.
- Trained new staff on effective collection techniques and best practices.
- Analyzed account data to identify trends and improve collection strategies.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Maintained accurate records of all collection activities in the system database.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Analyzed customer payment histories to determine eligibility for special payment plans or discounts.
- Processed payments over the phone and set up recurring drafts (when state laws allowed post-dates).
- Assisted the supervisor in training the collectors.
- Created fun, competitive games to increase productivity.
- Assisted the supervisor with any additional ad hoc projects, as requested.
- Helped with interviewing and hiring new collectors.
- I looked for risks in systems, desks, and while listening to calls.
- Met with agents who had risks that needed to be addressed, but not where it could jeopardize their jobs.
- Met with executive management once a week to go over trends in risk and a plan to decrease it overall.
- Was tasked with bringing anything that had extreme risk to my site-director so that it could be addressed immediately
Education
Certified Trainer
Bank Of America
Dallas02-2011
Bachelor of Arts - Communicaion
Arizona State University
Tempe, AZ05-2004
Skills
- Client relationship management
- Contract negotiation
- Strategic partnership development
- Sales analysis
- Project management
- Customer satisfaction enhancement
- Micro
- Proficient in Microsoft Office products, Google Docs, CRM, Salesforce, Dropbox, and several others
- Leadership development and training
Certification
- While working for Penncro Associates, Inc. one of the executives had to pass the collections text for the state of NV. Many people try 4-5 times before passing and I passed on my very first attempt.
Affiliations
- My last semester at ASU I was already working for Chase so instead of doing an internship I decided to go with the 400 level class that allowed yu to volunteer. I chose the Ronald McDonald House. While volunteering there, I realized that the directer was very bury directing the volunteers. I asked her if I could re-vamp the program so that it would allow her to easily see the volunteers skills were and she could use them in the place that would have the largest impact. This would also free up more of her time. She agreed, I completed it and as far as I know it is still being used today. She wanted me to stay fulltime once I graduated.
References
References available upon request.
Timeline
Business Development Specialist
Comcast
12.2024 - 03.2025
Account Executive
Dish Network Corp
05.2024 - 11.2024
Loyalty Specialist
AT&T
04.2021 - 03.2024
Customer Service Representative
Modivcare
08.2020 - 04.2021
Document Custody Manager
LogistiCare
07.2017 - 09.2017
Merchant Services Representative/Coprorate Card A
American Express
07.2016 - 03.2017
Collection Manager
ARS (Business Relocated to CA)
01.2014 - 04.2014
Senior Operations Manager
Penncro, Associates, INC.
01.2011 - 11.2012
Foreclosure Manager II
Barclays
03.2009 - 11.2010
Regional Collections Center Manager
Wells Fargo
08.2007 - 02.2009
Early Intervention/Accelerated Loss Mit Manager
Novastar
01.2005 - 07.2007
Collector/Lead Collector/Risk Analyst
Chase Bank
11.1997 - 08.2005
Certified Trainer
Bank Of America
Bachelor of Arts - Communicaion
Arizona State University