Summary
Overview
Work History
Skills
Interests
Timeline
Generic

Jeannine Madsen

Blufdale,UT

Summary

Dynamic Senior Collections Supervisor with a proven track record excelling in debt recovery and team supervision.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

13
13
years of professional experience

Work History

Senior Collections Supervisor

DF Global
08.2016 - 08.2019
  • Conducted regular performance evaluations, providing constructive feedback to support employee development and growth.
  • Reduced employee turnover by cultivating a positive workplace culture focused on open communication and professional development opportunities.
  • Implemented effective scheduling strategies, optimizing staff coverage during peak business hours.
  • Identified underperforming areas and implemented effective process improvements.
  • Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
  • Enhanced team performance by implementing comprehensive training programs for new and existing employees.
  • Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
  • Improved team productivity through ongoing coaching, training, and performance evaluations.
  • Interviewed and assisted in selection of candidates for collections positions on team of 15 to 35.

Senior Collections Supervisor

Select Portfolio Servicing
07.2012 - 08.2016
  • Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
  • Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Audited customer accounts through call monitoring and CRM, validating that recorded interactions, payments and personal information met compliance guidelines.
  • Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Completed bi-weekly payroll for 15 to 35employees.

Senior Supervisor, Collections & Recovery

Wells Fargo Auto and Educational Finance
12.2006 - 07.2012
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
  • Played a pivotal role in driving change management initiatives that resulted in seamless adoption of new policies or procedures.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.

Skills

  • Debt negotiation
  • Team leadership
  • Compliance with collection laws
  • Documentation and reporting
  • Effective conflict resolution
  • Collaborative teamwork
  • Analytical problem-solving
  • Performance enhancement strategies
  • Effective time management
  • Effective communication skills

Interests

  • Passionate about balancing physical health with mental and emotional wellness through nutrition and exercise
  • Participating in fundraising events to support local charities, schools, or community projects

Timeline

Senior Collections Supervisor

DF Global
08.2016 - 08.2019

Senior Collections Supervisor

Select Portfolio Servicing
07.2012 - 08.2016

Senior Supervisor, Collections & Recovery

Wells Fargo Auto and Educational Finance
12.2006 - 07.2012

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