Patrick Pella
Omaha,NE
Overview
16
16
years of professional experience
1
1
Certification
Work History
Supervisor Member Support
Lincoln Financial Group
Omaha, NE
02.2022 - Current
- Directed and supervised team of 9 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
Credit Collections Supervisor
Pentagon Federal Credit Union
Omaha, NE
03.2018 - 02.2022
- Supervise day to day operations for collection agents
- Assisted in the development and implementation of credit policies and procedures.
- Conducted monthly meetings with team members to review goals, performance, and strategies for improvement.
- Investigated customer disputes related to billing errors or discrepancies.
Data Entry Supervisor
FCi Federal
Lincoln, NE
06.2016 - 02.2018
- Managed a team of data entry personnel and monitored their performance.
- Provided guidance to the data entry staff on how to enter data accurately and efficiently.
- Ensured that all data was entered correctly, following established procedures and protocols.
- Guided employees in handling difficult or complex problems.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Credit and Collection Manager
Black Hills Energy
Papillion, NE
10.2011 - 01.2016
- Developed and implemented new credit policies and procedures to ensure compliance with company guidelines.
- Negotiated payment plans with delinquent customers while ensuring compliance with company policy.
- Researched and resolved customer disputes in a timely manner to maintain positive customer relationships.
- Maintained accurate records for all collection activity on the internal system.
- Prepared monthly reports summarizing account receivable status and trends.
- Established relationships with key personnel at customer companies to facilitate collections process.
Call Center Supervisor
Black Hills Energy
Lincoln, NE
10.2007 - 10.2011
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Resolved escalated customer complaints in a timely manner.
Education
Bachelor of Arts - English / History
University of Nebraska - Lincoln
Lincoln, NE05-1992
Skills
- Process Improvement
- Customer Service Oriented
- Excellent Communication
- Staff Training / Development
- Consistently Meets goals
- Project Leader
- Organizational Effectiveness
- Goal-Oriented
Certification
- Continuous Improvement Certification
Timeline
Supervisor Member Support
Lincoln Financial Group
02.2022 - Current
Credit Collections Supervisor
Pentagon Federal Credit Union
03.2018 - 02.2022
Data Entry Supervisor
FCi Federal
06.2016 - 02.2018
Credit and Collection Manager
Black Hills Energy
10.2011 - 01.2016
Call Center Supervisor
Black Hills Energy
10.2007 - 10.2011
Bachelor of Arts - English / History
University of Nebraska - Lincoln
- Continuous Improvement Certification
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