Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
Hi, I’m

Lynzi O’Fallin

Collections Specialist
Coeur D'Alene,ID
Lynzi O’Fallin

Summary

Experienced Collections Specialist bringing years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.

I am a dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

15
years of professional experience
1
Certification

Work History

Formal Builder
Work from Home

Account Resolution Specialist
2022.10 - Current (3 education.years_Label & 7 education.months_Label)

Job overview

  • Completed in-depth research to investigate claims and resolve problems.
  • Negotiated to collect balance in full.
  • Trained new team members on scripts, company services, and collection strategies.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Certified in FDCPA for conflict resolution.

CFS Financial
Coeur D'Alene, ID

Collections Specialist
09.2016 - Current

Job overview

  • Counseled debtors on payment options and arranged installment agreements.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Negotiated to collect balance in full.
  • Achieved performance goals on consistent basis.
  • Used skip tracing and other techniques to locate debtors.
  • Recorded all information regarding financial status of customers.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Handled 80+ outbound and inbound calls daily with goal of collecting owed debt.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Trained new team members on scripts, company services and collection strategies.
  • Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
  • Created documents for court such as affidavits, modifications and forbearance agreements.
  • Researched, analyzed and settled 25 disputes per week.
  • Managed legal invoice processing for litigation by foreclosure attorneys.
  • Helped clients plan payoffs for home equity, mixed-use and multi-family loans.
  • Performed routine data entry or document management.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Stayed up-to-date on State laws and licensing requirements to complete accurate and efficient reviews.
  • Managed accounts and client records of clients, observing confidentiality and extreme discretion.
  • Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
  • Handled office scheduling and made notes for deadlines, motions and other important dates.
  • Analyzed client balance sheets for auditing purposes.
  • Updated company software with skip trace results.
  • Generated leads to meet and exceed revenue goals by identifying new clients.

Panera Bread
La Mesa, CA

Lead Manager
04.2012 - 09.2015

Job overview

  • Helped foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
  • Set overall vision and provided team leadership.
  • Delegated high volumes of work to empower team, build trust and assist with professional development.
  • Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
  • Measured team performance and reported metrics to leadership team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Monitored line processes to maintain consistency in quality, quantity and presentation.
  • Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish and eggs.
  • Trained kitchen staff to perform various preparation tasks under pressure.
  • Modernized work processes to reduce guest wait times and boost daily output.

SUBWAY®Restaurants
San Diego, CA

Store Manager
12.2007 - 07.2014

Job overview

  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Completed point of sale opening and closing procedures.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Introduced new methods, practices and systems to reduce turnaround time.

Thrift World
La Mesa, CA

Store Manager
01.2011 - 10.2013

Job overview

  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Rotated merchandise and displays to feature new products and promotions.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Worked with customers to understand needs and provide excellent service.
  • Used coordination and planning skills to achieve results according to schedule.
  • Maintained excellent attendance record, consistently arriving to work on time.

Education

Helix High School
La Mesa, CA

University Overview

Skills

    Call center experience

Financial Management

Account Reconciliation

Bookkeeping

Bankruptcy knowledge

Exceptional telephone etiquette

Organizational Efficiency

Goal Driven

Certification

Regulation F - FDCPA Certified

Availability
See my work availability
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Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Timeline

Account Resolution Specialist
Formal Builder
2022.10 - Current (3 education.years_Label & 7 education.months_Label)

Regulation F - FDCPA Certified

11-2021
Collections Specialist
CFS Financial
09.2016 - Current
Lead Manager
Panera Bread
04.2012 - 09.2015
Store Manager
Thrift World
01.2011 - 10.2013
Store Manager
SUBWAY®Restaurants
12.2007 - 07.2014
Helix High School

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Lynzi O’Fallin Collections Specialist