Years of professional experience
Janice Jackman Winters
651 Finley Boulevard #213,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Resourceful and experienced worker offering expertise in customer service, Detail-oriented team player with strong organizational skills in fast-paced office settings.
Hardworking team player and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 10 years of Experience delivering customer service and administrative excellence, including clerical support and public interaction.
Responsible, punctual and productive professional when working with little to no supervision.
Overview
10
10
Work History
Administrative Assistant
TJ Piping INC
08.2012 - 05.2014
- Established administrative work procedures to track staff's daily tasks.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Supervisor of Collection Department
JPMorgan Chase
05.2006 - 11.2011
- Solicited customer feedback to identify and improve on areas of weakness.
- Reviewed accounts to recommend placement in foreclosure.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collected, arranged, and input information into database system.
- Observed packing operations to verify conformance to specifications.
- Manager a team of 5 collectors.
- Weekly meeting and monthly meeting with my team.
- Reviewed accounts with collectors to ensure accurately worked based off set Quality Assurance guidelines.
Loan /Collectors
Financial Addiction
11.2004 - 03.2006
- Performed detailed account analyses to identify trends contributing to delinquencies and recommend appropriate actions for resolution.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Improved borrower satisfaction by effectively addressing inquiries and resolving issues in a timely manner.
- Identified and contacted customers with overdue accounts to address payment status.
- Increased loan repayment rates by proactively monitoring delinquent accounts and implementing effective collection strategies.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Established relationships with customers to encourage payment of delinquent accounts.
- Documented all interactions with borrowers accurately in the company''s database system for seamless handover between team members.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Provided support to other team members, sharing best practices for effective loan collections and delinquency prevention.
- Reduced loan delinquency with consistent follow-ups and personalized payment plan negotiations.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained updated knowledge of industry regulations, ensuring compliance during all collection activities.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Researched billing errors and discrepancies to initiate corrective action.
- Responded to customer inquiries and provided detailed account information.
- Credit Analyst and collections on customers commercial accounts.
Account Manager,Collections Commercial US Treasur
Allied Interstate, Inc (US Treasury) Atlanta,Ga
06.2002 - 07.2004
- Negotiated contract terms with clients, securing favorable agreements for both
- Recorded accurate and efficient records in customer database
- Identified key entry points to resolve customers issues by researching accounts and resolved a wide range of State and Federal delinquent accounts
- Collaborated with managers to provide customer feedback and recommend operational changes to ensure compliance within the company.
- Kept detailed records of daily activities through online customer database.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Addressed and resolved escalated problems with accounting, billing, department to increase client satisfaction promptly to maintain and enhance client satisfaction.
- Facilitate negotiated resolving payments agreements to meet company guidelines,ensure clients payment are processed in a timely manner.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Evaluated client needs and developed tailored solutions to increase positive customer service.
- Improved overall team productivity by implementing best practices in organization and time
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Trained new employees on customer service, money handling and organizing strategies.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic,strong communication and time management techniques skills.
- Learned and adapted quickly to new technology and software applications.
- Research accounts using company and state database to resolved a wide range of State and Federal delinquent accounts
Auto Loan Supervisor
Neighborhood Credit Union
06.2001 - 03.2003
- Streamlined documentation requirements for repossession loan extension and accounts maintenance.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Supervised and guide a team and five employee setting daily and monthly goals stay current FDCPA on best practices related to lending regulations and risk management.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Conducted regular staff meetings to discuss progress toward goals; identified areas for improvement or additional training as needed
- Implemented risk mitigation strategies that reduced overall portfolio exposure to potential losss
- Achieved department goals for loan volume by cultivating a positive work environment that fostered teamwork and collaboration.
- Developed strong relationships with customers through high levels of customer service.
- Resolved problems, improved operations and provided exceptional custom service and open lines of communication with other departments and senior management.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations in a timely manner.
AVP of Mortgage Loans Collections
Associate/CitiFinancial
01.1990 - 02.2001
- Streamlined operations to maximize business efficiency and profits by forecasting monthly projections for the teams.
- Assisted in recruiting, hiring and training of team members.
- Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Optimized financial performance through effective budget management and cost control measures.
- Reported issues to higher management with great detail.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Hired and managed three new managers to drive business growth.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate
- Reduced operational risks by setting monthly projections forecast for managers for each team to reach employee's individual goals.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Interacted well with customers to build connections and nurture relationships.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Enhanced team productivity by providing training and mentorship to junior staff members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Raised property accuracy and accountability by creating new automated tracking method.
- Passionate about learning and committed to continual improvement.
- Worked well in a team's setting, providing support and guidance to improved areas of weakness and increase performance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Order evaluation documents to include Broker Price Opinions, and appraisals for bulk sales.
- Communicated with internal team and external brokers comply with company and federal policies and procedures while reducing credit losses
- Reviewed accounts receivable, reports, collection policies and procedures.
- Reviewed accounts collection include extensions repossession and deed
- Monitored bankruptcy reports recommend and implement procedures to improved strategies to ensure compliance with state and state and federal laws and regulations with bankruptcy courts
- Prepared and discussed employee’s performance evaluations and established career goals.
Education
Citi Financial Professional Development
Dallas, Texas Associate - Accounting
St Michael Collage
Trinidad And Tobago 1972
Skills
- Multitasking and Time Management
- Clerical Support
- Project Management
- Research
- Customer Service
- Staff Motivation
- Supervising staff
- Microsoft Word
- Data Entry
- High Volume Phone Inquiries
- Document and File Management
- Customer Relations
- Policy and procedure modification
- Training and coaching
- Account Management
- Employee timesheet processing
- Office Administration
- Internet Research
- Computer Skills
- Negotiation
- Account Reconciliation
- PC proficiency using various software including Lawson,Cacs,Banko,Pacer,Cubs,Facs AS400,Microsoft Word,Excel, Access, IDS SBT,Nimbus,Lotus,10 Key by Touch
Accomplishments
- Training - Responsible for training all new employees to ensure continued quality of customer service.
- Assisted management with the training of 5 Managers.
- Earned "Award" in 1998 Top Dog Award
- Awarded "Manager Of the Month" several times for outstanding reductions in delinquency.
- Awarded "Employee of the Month" several times for delivering outstanding reductions in delinquency.
Timeline
Administrative Assistant
TJ Piping INC
08.2012 - 05.2014
Supervisor of Collection Department
JPMorgan Chase
05.2006 - 11.2011
Loan /Collectors
Financial Addiction
11.2004 - 03.2006
Account Manager,Collections Commercial US Treasur
Allied Interstate, Inc (US Treasury) Atlanta,Ga
06.2002 - 07.2004
Auto Loan Supervisor
Neighborhood Credit Union
06.2001 - 03.2003
AVP of Mortgage Loans Collections
Associate/CitiFinancial
01.1990 - 02.2001
Citi Financial Professional Development
Associate - Accounting
St Michael Collage