Lisa Drane
Alexandria,MN
Summary
Experienced Collections and Customer Service Manager with a proven track record of driving exceptional results in fast-paced environments. Skilled in developing and implementing strategies to optimize debt recovery and improve customer satisfaction. Adept at leading and motivating teams to exceed targets while maintaining high levels of professionalism and integrity. Strong communication and problem-solving abilities, combined with a customer-centric approach, deliver outstanding service and build lasting relationships.
Overview
22
22
years of professional experience
Work History
SELF EMPLOYED CARE PROVIDER
BeeBop's Alexandria
03.2020 - Current
- Provide safe, nurturing care for children from newborn to preschool ages
- Transport children to activities, ensuring punctuality and safety
- Implement early education programs to support developmental milestones
- Offer peace of mind to parents by maintaining a secure and educational environment
- Cultivate nurturing environment for diverse age groups, fostering early education and ensuring child safety
- Coordinate transportation, alleviating parental concerns.
E-SALES AGENT
Uhaul Corporate Phoenix
03.2015 - 03.2018
- Handled customer inquiries via chat and VPN calls, converting calls into credit card reservations
- Ranked top 3 in sales, achieving perfect call monitoring scores and maximum bonuses
- Addressed customer needs swiftly to identify sales opportunities and secure reservations
- Documented customer inquiries and obtained personal information for follow-up
- Consistently overcame objections to maintain highest close ratios on the team
- Meticulously documented customer inquiries and personal information, enabling effective follow-ups
- Maintained perfect call monitoring scores through attention to detail
- Developed creative strategies to address diverse customer needs, enhancing satisfaction and sales conversion
- Adapted communication style to effectively overcome objections
- Fostered team success by sharing best practices for customer service and sales techniques
- Contributed to a supportive work environment, driving overall team performance
- Drove sales growth as top performer, consistently securing reservations and maintaining high close ratios through effective objection handling
- Meticulously documented customer inquiries and personal information, enabling efficient follow-ups and maintaining perfect call monitoring scores
- Developed creative strategies to address diverse customer needs, enhancing satisfaction and boosting sales conversion rates.
COLLECTIONS MANAGER
H and H Law
11.2010 - 02.2011
- Responsible for handling all escalated calls and supervisor request calls routed into the national call center
- Prevented high profile call situations by coaching collector's to ensure the quality and legality of each contact
- This position required extensive mortgage and LOC knowledge, attention to detail, careful listening skills and a patient, take charge attitude to overcome obstacles presented by frustrated and sometimes demanding external and internal clients
- Approved requests for loss mitigation treatments and other programs submitted to the MAU team
- Created and implemented the approval process and required procedures for the 'Custom' portfolio and then trained the escalation unit on these procedures
- Trained account representatives to successfully facilitate homeowner retention and bank loss mitigation.
SUPERVISOR
MAU Citimortgage
11.2007 - 09.2010
- Responsible for handling all escalated calls and supervisor request calls routed into the national call center
- Prevented high profile call situations by coaching collector's to ensure the quality and legality of each contact
- This position required extensive mortgage and LOC knowledge, attention to detail, careful listening skills and a patient, take charge attitude to overcome obstacles presented by frustrated and sometimes demanding external and internal clients
- Approved requests for loss mitigation treatments and other programs submitted to the MAU team
- Created and implemented the approval process and required procedures for the 'Custom' portfolio and then trained the escalation unit on these procedures
- Trained account representatives to successfully facilitate homeowner retention and bank loss mitigation.
LEGAL MGR
Capstone Investments
11.2002 - 07.2007
- Initially hired on as a collector specializing in Loss Prevention, and Litigation
- Quickly promoted and tasked with the management of the legal team including all aspects of procedural development, training, monitoring, and coaching
- Regularly consulted on the purchasing of new accounts to predict performance and ensure optimal collection results
- Developed and implemented office policies to facilitate efficient and effective procedures
- Prepared accounts for litigation as needed
- Strong knowledge of judgment execution used for wage garnishments, bank levies and placing liens against personal or real property as allowed by Arizona State Law
- Occasionally appeared in court to obtain judgments for collection.
Education
JUN 1986 -
San Jacinto Community San Jacinto
TECHNOLOGY DEGREE -
Royal college Mesa
10.1989
Skills
Prioritize tasks
Manage tasks
Quick thinking
Organized
Independently motivated
Manage escalated issues
Trainer
Coach
Motivator
Call center software
Microsoft Office
Microsoft Excel
Additionalinformation
Experienced collections and customer service manager
Able to prioritize and manage multiple tasks within a strict timeline. Quick thinking, organized, and independently motivated. Able to manage escalated issues with professionalism and confidence. Experienced trainer, coach and motivator.
Able to utilize a variety of call center specific and Microsoft based software programs including Avaya, Melita, Cisco, Outlook, CACS, Launchpad, VPN, Word, Works, Google Docs, Excel, and MS Office., Canning, Gardening, Photography, Crafts, Crochet, fishing
Timeline
SELF EMPLOYED CARE PROVIDER
BeeBop's Alexandria
03.2020 - Current
E-SALES AGENT
Uhaul Corporate Phoenix
03.2015 - 03.2018
COLLECTIONS MANAGER
H and H Law
11.2010 - 02.2011
SUPERVISOR
MAU Citimortgage
11.2007 - 09.2010
LEGAL MGR
Capstone Investments
11.2002 - 07.2007
JUN 1986 -
San Jacinto Community San Jacinto
TECHNOLOGY DEGREE -
Royal college Mesa