Nicole Armijo

Pecos,NM

Summary

Results-oriented collections professional with a proven track record in managing accounts and significantly enhancing recovery rates. Expertise in team collaboration, negotiation, and conflict resolution drives a focus on achieving measurable outcomes in dynamic environments. Known for analyzing portfolio performance, identifying risk trends, and implementing efficient solutions that maximize recovery while reducing delinquency. Dedicated leader committed to coaching and performance management, fostering a culture of accountability and continuous improvement while building strong client relationships and effectively resolving complex escalations.

Overview

years of professional experience

Work History

Collector III

State ECU

Santa Fe, New Mexico

02.2018 - Current

Conducted outreach to members regarding payment reminders and discussed potential default actions.
Coordinated with insurance companies to monitor and confirm the status of claim payments.
Updated accounts and credit reports to ensure accuracy and compliance with recent changes.
Engaged with members to ensure prompt resolution of overdue account claims and checks.
Maintained strict adherence to federal regulations related to consumer protection rights throughout collection processes.
Conducted thorough investigations into payment account updates and implemented solutions for various concerns.
Executed payment processing via phone and established recurring draft arrangements.
Analyzed member records and escalated unresolved collection cases to attorneys for resolution.
Conducted thorough skip traces to identify and engage members who failed to respond to collection attempts.
Developed and organized necessary documentation to support efficient collection and repossession processes.
Participated in training sessions conducted by creditors and third-party vendors to enhance collection techniques.
Facilitated guidance and support for members experiencing financial challenges.
Maintained composure and professionalism while delivering exceptional service during challenging customer interactions.
Developed and implemented training sessions for new collections staff, focusing on best practices and compliance with company policies.
Implemented a systematic follow-up process to address past due accounts and recover lost revenue.
Reviewed and summarized collections activity in monthly reports to facilitate management's evaluation of performance.
Managed bankruptcy account handling processes to ensure compliance with legal standards.
Executed processing of levies and writs of garnishments to ensure compliance with legal requirements.
Played a pivotal role in core conversion, frequently assisting senior leadership team by clarifying collections department issues.
Managed employee interactions within collections department, providing solutions and clarifying concerns.
Monitored industry trends and regulatory changes to maintain adherence with federal collection laws.
Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Streamlined debt collection processes for increased efficiency in the workplace.
Maintained high volume of calls and met demands of busy and productive group.
Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Balanced persistence with empathy when pursuing overdue payments from individuals experiencing financial hardship.
Assisted in implementing procedures and policies to facilitate timely payments.
Used probing techniques to determine debtors' reasons for delinquency.
Responded to customer inquiries and provided detailed account information.
Maintained accurate records of customer accounts, payments and payment plans.
Analyzed customer financial records to determine appropriate payment plan.

Security Officer

Securitas Security Services USA

Santa Fe, New Mexico

07.2015 - 02.2018

Analyzed daily activities and unusual incidents, producing detailed reports on maintenance issues for operational clarity.
Greeted staff, guests, vendors, and contractors upon arrival at facility entrance. Provided assistance and direction to ensure smooth entry. Maintained a welcoming atmosphere for all visitors.
Performed detailed checks of parking lot permits, identifying unauthorized vehicles for ticketing or towing to uphold parking policies.
Managed emergency situations by maintaining composure and liaising with local law enforcement and emergency response teams.
Provided essential assistance to various departments by managing logistics for vendor and contractor deliveries.
Conducted thorough inspections of security systems to uphold consistent functionality and detect signs of tampering.
Investigated and assessed suspicious activity to ensure effective response measures.
Enforced post orders while ensuring a visible security presence throughout the property.
Implemented security regulations and directed non-compliant individuals to designated processing areas.
Conducted crowd patrols at events to enhance security and promote a safe environment.
Responded promptly to alarms and incidents, documenting actions taken for future reference and analysis.
Conducted regular training sessions on emergency response procedures for staff to enhance overall safety awareness.
Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
Assisted in developing comprehensive security policies to address potential risks and protect company assets.
Examined doors, windows and gates to verify security.
Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.

Education

High School Diploma -

Pecos High School

Pecos, NM

05-2013

Skills

Leadership: Experience in training and mentoring team members Effective conflict resolution skills
Communication: Active listener, negotiator, verbal and written communication skills
Problem Solving: Creative thinking to overcome obstacles Ability to identify trends and patterns to produce a solution
Time Management and Organization: Efficient in time management in order to meet deadlines and to prioritize tasks Ability to multi-task while keeping track of high priority tasks

Customer Service Skills: Ability to maintain a professional and polite manner even in stressful situations
Conflict Resolution: Skilled in de-escalating difficult conversations
Attention to detail: Ability to ensure accuracy in records, documents, and communication
Delinquency & Portfolio Management

Timeline