Jessica Magadan
Eagle Mountain ,UT
Summary
Dynamic Collections Representative with excellent communication and negotiation skills. Persistent, firm and consistent in abiding by all policies and procedures. Excels through nonconfrontational negotiation and reasoning. Firm Collections Representative with specialties in personal credit and business collections. Fantastic communication and negotiation skills. Experienced with multi-line phone systems and data entry. Friendly Collections Representative with an in-depth knowledge of negotiation techniques and collections methods. Ambitious, personable and trustworthy. Gifted to diffuse tense situations.
Overview
14
14
years of professional experience
Work History
Associate
Bread Financial
Draper
02.2024 - Current
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Negotiated balance in full and settlements while following federal and state laws.
- Handled inbound and outbound calls while maintaining exceptional customer service.
- Processed payments and contracts on accounts.
- Resolved challenging situations with friendly but firm strategies.
- Used scripted conversation prompts to convey current account information and obtain payments.
Supervisor
Bread Financial
Draper, UT
08.2022 - 02.2024
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
Lead
Bread Financial
Draper, UT
07.2022 - 11.2022
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems.
- Monitored front areas so that questions could be promptly addressed.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel..
- Improved office operations by automating client correspondence, record tracking and data communications.
- Mentored office employees on proper administrative procedures and how to use programs. Keeping operations consistent and efficient for maximum performance.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Stretch Lead
Bread Financial
Draper, UT
04.2022 - 07.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Delegated high volumes of work to empower team, build trust and assist with professional development.
- Monitored workflow to improve employee time management and increase productivity.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Streamlined operations to improve process efficiency.
- Conducted employee evaluations to provide feedback and set expectations for future job performance.
- Maintained compliance with company policies, objectives and communication goals.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Prepared, calibrated and monitored production levels to achieve targets.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Organized contests and established goals to optimize productivity and improve employee morale.
Collections Representative
Alliance Data
08.2018 - 02.2022
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Negotiated balance in full and settlements while following federal and state laws.
- Handled inbound and outbound calls while maintaining exceptional customer service.
- Processed payments and contracts on accounts.
- Resolved challenging situations with friendly but firm strategies.
- Used scripted conversation prompts to convey current account information and obtain payments.
Team Leader Manager
Buffalo Wild Wings
03.2018 - 09.2018
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Increased productivity and revenue streams through effective change management practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Legal Assistant
Formalities Legal Office
04.2010 - 03.2018
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Prepared for trials, conducting legal research and drafting pleadings.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Reviewed, edited and proofread legislation drafts for proper grammar, spelling, punctuation and formatting.
- Developed positive working relationship with courts, clients, law enforcement members and attorneys.
- Prepared case summaries for mediation conferences.
Education
No Degree - Legal Studies
Cerritos College
Norwalk, CAGED -
Sonora High School
La Habra, CA06.2009
Skills
- Overdue Balance Detection
- Problem Solving
- Delinquent Account Notification
- Automated Account Review
- Negotiation and Resolution
- Customer Relationship Management
- Risk Management
- Skip Tracing
- Credit Extension Negotiation
- Credit and Collections
Languages
Spanish
Native or Bilingual
Timeline
Associate
Bread Financial
02.2024 - Current
Supervisor
Bread Financial
08.2022 - 02.2024
Lead
Bread Financial
07.2022 - 11.2022
Stretch Lead
Bread Financial
04.2022 - 07.2022
Collections Representative
Alliance Data
08.2018 - 02.2022
Team Leader Manager
Buffalo Wild Wings
03.2018 - 09.2018
Legal Assistant
Formalities Legal Office
04.2010 - 03.2018
No Degree - Legal Studies
Cerritos College
GED -
Sonora High School