Jennifer Plehall
Cedar Rapids,IA
Summary
I am a hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. I am also skilled in team building, training development and implementing strategies and processes to improve productivity and efficiency.
Overview
36
36
years of professional experience
Work History
CUSTOMER EXPERIENCE MANAGER
Michaels
09.2021 - Current
- Gain customer loyalty by fostering positive relationships with consumers
- Facilitate regular team meetings to discuss customer issues, complaints, and suggestions for improvement
- Develop and implemented customer service policies and procedures to ensure consistent, high-quality customer experiences
- Receive, stock and replenish merchandise to keep inventory flowing through supply chain
- Demonstrate proficiency in inventory management and stock replenishment processes
ASSET RECOVERY DEFAULT COORDINATOR
GreenState Credit Union
01.2024 - 02.2025
- Negotiate settlements between creditors and debtors in order to recover assets efficiently
- Identify issues causing delinquency
- Provide peers coaching opportunities to improve collection activity
- Outbound calling to provide a point of contact for members
- Create effective strategies for minimizing losses due to non-payment by debtors
- Ensure compliance is met while being professional upon interaction with members
ASSET RECOVERY SPECIALIST
Vibrant Credit Union
10.2018 - 01.2024
- Develop and maintain a tracking system of incoming and past due payments with current members
- Identify issues attributing to account delinquency and discuss resolution
- Initiate overdue payment notices to relevant parties
- Make contact with relevant parties via phone calls in a professional manner
- Provide follow-up on payment arrangements with members in a timely manner
- Inform debtors of their payment status and timelines for repayment
- Organize meetings with key stakeholders involved in the resolution of an asset recovery matter
- Identify potential areas of risk associated with asset recovery efforts
- Create effective strategies for minimizing losses due to non-payment by debtors
- Negotiate settlements between creditors and debtors in order to recover assets efficiently
- Maintain accurate records of all activities related to asset recovery cases
- Collaborate with legal team to develop strategies for recovering assets from debtors
- Ensure compliance with all applicable laws, regulations, policies, and procedures when conducting asset recoveries
- Recommend methods to reduce potential financial fraud losses
- Monitor progress of ongoing asset recovery processes and reported any issues or delays promptly
BUSINESS ANALYST
Toyota Financial Services
01.2016 - 01.2018
- Established roles and responsibilities that clearly defined tasks and improved overall organization and productivity
- Teamed with program management to develop new concepts for a new system
- Planned and structured daily conference calls to develop new procedures
- Managed and coordinated action plans for daily operations
- Established work priorities and ensuring consumer and business issues are handled efficiently
- Directed team efforts to identify and implement organization wide improvements
- Built relationships with internal customers to ensure successful project outcomes
- Delivered presentations on project progress at regular review meetings
MATURED LEASE SPECIALIST
Toyota Financial Services
01.2013 - 01.2016
- Established rapport with customers and dealers and provided personalized service
- Informed customers of any turn in charges related to the lease agreement
- Made outbound collection calls in a professional manner while keeping and improving customer relations
- Reviewed and monitored assigned accounts to ensure proper turn in and closure of the lease agreement
- Mailed correspondence to customers to encourage timely return of the vehicles
- Faxed documents to accounts and follow up
- Resolved lease agreement issues and communication issues with dealers in a timely manner
SENIOR COLLECTIONS SPECIALIST
Toyota Financial Services
01.2010 - 01.2013
- Serviced Toyota clients by providing thorough investigation of outstanding accounts receivable dollar from the existing client base
- Reviewed open accounts for collection efforts
- Made outbound collection calls in a professional manner while keeping and improving customer relations
- Resolved client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner
- Collected customer payments in accordance with payment due dates
- Identified issues attributing to account delinquency and discuss them with management
- Reviewed and monitored assigned accounts and all applicable collection reports
- Provided timely follow-up on payment arrangements
- Mailed correspondence to customers to encourage payment of delinquent accounts
- Faxed documents to accounts and follow up
- Performed skip tracing activities as needed in order to locate debtors who have moved or changed contact information
- Processed incoming payments via check, credit card, wire transfer or ACH
- Managed high-volume workloads while adhering to tight deadlines and maintaining a high level of accuracy
STAFF SUPPORT SPECIALIST/TRAINING COORDINATOR
Verizon Business - Verizon Telecom
01.2008 - 01.2010
- Invoice Validation & Quality Management
- Implemented a Method & Procedure document for each invoice validation process
- Coached and developed training courses and materials
- Trained employees on new procedures upon implementation
- Reinforced processes by monitoring, quality checks and providing feedback
- Created strategies to ensure objectives are met
- Established clear roles and responsibilities for each function within the organization
- Structured and developed a set of procedures to be used when assisting internal teams with research for internal cases
- Provided project leadership to support department objectives
- Serviced as a subject matter expert for all channels/vendors supported
- Ensured ongoing operations and objectives are met with corporate policies and compliance
- Supported the department during internal audits and interface with internal and external audit regulators
- Implemented weekly/daily call with outside departments to support new projects
- Created evaluation reviews for direct reports
- Conducted audit measures to ensure invoices are being paid within contractual compliance
AGENCY SPECIALIST
Verizon Business, formerly MCI, MCI Agency Relations
01.1999 - 01.2008
- Implemented the resolution of customer concerns that are led with state agencies, the FCC and the Better Business Bureau
- Handled calls received on a toll-free number which allows commission offices and clients to contact MCI to resolve issues
- Provided a high level of customer service representing MCI Executives Offices
- Exercised excellent communication and organizational skills, including day to day contact with clients and commission offices
- Prepared written correspondence and billing detail to regulatory bodies and customers
- Provided billing and payment history to customers
- Handled calls regarding collection activity and suspension of phone service on behalf of MCI
CUSTOMER SERVICE SPECIALIST
MCI, MCI Conferencing
01.1997 - 01.1999
- Serviced MCI conferencing clients by providing thorough research and investigation with every concern
- Facilitated the operation of an 800-line assisting client with billing, rate, contract and credit issues
- Prepared an ongoing report to reduce the number of complaints received
- Created and prepared a presentation used to outline how to efficiently communicate customer issues from other departments to customer relations
COORDINATOR AND RESERVATIONIST
MCI, MCI Conferencing
01.1995 - 01.1997
- Implemented the process for establishing a reservation for a conference call
- Responsible for establishing a conference call by dispatching participants to a call and further monitoring to sustain excellent service professionalism
CUSTOMER SERVICE SUPERVISOR
American Home Shield
01.1992 - 01.1995
- Facilitated the operation of an 800 line assisting customers with questions regarding American Home Shield and its partner companies: ServiceMaster, TruGreen/ChemLawn, Terminix and Merry Maids
- Coordinated the application process of home warranties between American Home Shield and the real estate agents, homeowners and/or title companies
- Resolved escalated customer issues with patience and understanding
- Trained customer service representatives on customer service standards, policies, and procedures
- Maintained up-to-date knowledge of changes in products or services offered by the company
- Implemented best practices for handling difficult conversations with customers while maintaining professionalism
- Developed strategies to improve customer service processes, increasing efficiency and productivity of the team
- Collaborated with department leads and senior management to coordinate operations and drive improvements
SENIOR RECEPTIONIST
Kraus Chiropractic Clinic
01.1989 - 01.1993
- Supervised and trained a three-person office staff
- Prepared correspondences, document invoices, organized mailing of a monthly newsletter
- Organized materials for various training sessions
- Posted billing and prepared various invoices for clients
- Performed administrative duties such as filing, photocopying, faxing documents and other paperwork as needed
- Demonstrated excellent customer service skills when dealing with inquiries, requests and complaints
Education
ASSOCIATE OF ARTS -
Des Moines Area Community College
Carroll, IOWASkills
- Customer Accounts Management
- Skip Tracing
- Payment Plans
- Accounts Payable and Accounts Receivable
- Past Due Account Management
- Dispute Resolution
- Repayment Negotiations
- Customer Relationship Management
- Verbal and Written Communication
- Team Leadership
Timeline
ASSET RECOVERY DEFAULT COORDINATOR
GreenState Credit Union
01.2024 - 02.2025
CUSTOMER EXPERIENCE MANAGER
Michaels
09.2021 - Current
ASSET RECOVERY SPECIALIST
Vibrant Credit Union
10.2018 - 01.2024
BUSINESS ANALYST
Toyota Financial Services
01.2016 - 01.2018
MATURED LEASE SPECIALIST
Toyota Financial Services
01.2013 - 01.2016
SENIOR COLLECTIONS SPECIALIST
Toyota Financial Services
01.2010 - 01.2013
STAFF SUPPORT SPECIALIST/TRAINING COORDINATOR
Verizon Business - Verizon Telecom
01.2008 - 01.2010
AGENCY SPECIALIST
Verizon Business, formerly MCI, MCI Agency Relations
01.1999 - 01.2008
CUSTOMER SERVICE SPECIALIST
MCI, MCI Conferencing
01.1997 - 01.1999
COORDINATOR AND RESERVATIONIST
MCI, MCI Conferencing
01.1995 - 01.1997
CUSTOMER SERVICE SUPERVISOR
American Home Shield
01.1992 - 01.1995
SENIOR RECEPTIONIST
Kraus Chiropractic Clinic
01.1989 - 01.1993
ASSOCIATE OF ARTS -
Des Moines Area Community College
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