Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Winitzky

Portland

Summary

Experienced with collections management, focusing on reducing delinquency rates and improving recovery processes. Utilizes team leadership and strategic planning to drive success. Track record of fostering collaboration and achieving results in dynamic settings.

Overview

15
15
years of professional experience

Work History

Collections Supervisor

Driveway Finance Corporation
08.2023 - Current
  • Streamlined department operations by optimizing workflows, policies, and procedures.
  • Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Established performance metrics to evaluate team success and identify areas for improvement.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Improved team productivity through ongoing coaching, training, and performance evaluations.
  • Interviewed and assisted in selection of candidates for collections positions on team a team of 10-15.
  • Documented conversations with consumers and research into accounts.
  • Prepared and delivered performance reviews of 10-15 collections agents to support continuous improvement of department.
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.

Collections Team Lead

Driveway Finance Corporation
09.2020 - 08.2023
  • Developed training programs for new hires, ensuring consistent performance across the team.
  • Service incoming calls from collectors and customer service representative to resolve account issues, including escalated callers.
  • Bi-Weekly coaching and check-ins with collectors to go over performance, account reviews, and call audits.
  • Assist in collector coaching including tracking particular trends and discuss how to resolve departmental issues.
  • Assisted in overflow calls from other departments including customer service, bankruptcy, and collection calls.
  • Maintained several queues including voluntary surrenders, special handling, attorney, and more.

Collector

Driveway Finance Corporation
07.2020 - 09.2020
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Trained new team members on scripts, company services, and collection strategies.
  • Maintained high volume of calls and met demands of busy and productive group.

Assistant Collections Manager

Professional Credit Service
12.2009 - 01.2019
  • Reduced time spent on manual tasks by automating reports and processes, increasing overall team efficiency.
  • Achieved consistent departmental performance through monitoring staff KPIs and providing actionable feedback during regular reviews.
  • Participated in cross-functional initiatives to improve company-wide financial management processes.
  • Improved collections process by implementing new strategies and procedures for debt recovery.
  • Managed a team of collections agents, providing guidance and support to optimize their effectiveness in recovering debts.
  • Coordinated efforts between legal counsel and internal teams on escalated cases requiring litigation or other legal intervention.
  • Negotiated settlements with clients experiencing financial difficulties, working toward mutually beneficial outcomes for both parties involved.
  • Collaborated with Collections Manager to set department goals and develop team performance metrics.
  • Conducted regular reviews of collection policies and procedures, ensuring compliance with industry regulations and best practices.
  • Provided ongoing training for collections staff, cultivating a knowledgeable workforce capable of handling complex situations.
  • Oversaw daily operations within the department, ensuring adherence to quality standards and timely completion of tasks.
  • Assisted in reducing delinquency rates through consistent follow-ups and personalized payment plans.
  • Maintained accurate records of client accounts, ensuring timely updates on payment status and history.
  • Analyzed account data to identify trends and potential issues, proactively addressing concerns before they escalated.
  • Developed strong relationships with clients, fostering trust and open communication throughout the collections process.
  • Boosted team morale through regular recognition of individual achievements, fostering a positive work environment.
  • Collaborated on collection and dispute resolution issues.

Education

High School Diploma -

Thurston High School
Springfield, OR
06-2002

Skills

  • Team supervision
  • Staff training
  • Collections policies enforcement
  • Debt recovery expertise
  • Reporting and documentation
  • Staff coaching
  • Collections procedures
  • Employee retention
  • Professional development coaching
  • Process improvements
  • Active listening
  • Payment negotiation
  • Decision-making

Timeline

Collections Supervisor

Driveway Finance Corporation
08.2023 - Current

Collections Team Lead

Driveway Finance Corporation
09.2020 - 08.2023

Collector

Driveway Finance Corporation
07.2020 - 09.2020

Assistant Collections Manager

Professional Credit Service
12.2009 - 01.2019

High School Diploma -

Thurston High School

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Melissa Winitzky