Hi, I’m
Scott Stewart
Eugene,OR
Summary
Dynamic Collections Team Lead at Pentagon Federal Credit Union with proven expertise in negotiation and client relations. Achieved high success rates in collecting overdue accounts while fostering strong customer relationships. Skilled in compliance and process improvement, I excel in stress management and complex problem-solving to enhance team performance and customer satisfaction.
Overview
17
years of professional experience
Work History
Pentagon Federal Credit Union
Collections Team Lead
10.2022 - 02.2025
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Documented customer payment interactions and account statuses for future reference.
- Maintained consistently high success rate of collecting on overdue accounts.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Interceded between employees during arguments and diffused tense situations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Completed bi-weekly payroll for 10 employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Sourcepoint Mortgage
Customer Engagement Supervisor
12.2017 - 02.2022
Job overview
- Collaborated with sales and service teams to manage seamless client experiences.
- Consulted with teams on established best practices and process improvements.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Held one-on-one meetings with team members to identify hurdles and offered insight into best remedy.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Compiled and analyzed data to determine approaches to improve performance.
- Coached and promoted high-achieving and account management employees to fill leadership positions with qualified staff and boost company growth.
Best Buy
Connected Devices Sales Consultant
02.2016 - 01.2018
Job overview
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Maximized customer retention by resolving issues quickly.
- Responded to telephone and in-person requests for information.
- Stayed knowledgeable on latest product & service innovations and technological advancements through continuous training.
- Provided sales and customer service assistance to walk-in traffic
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Followed up with existing customers to provide additional support and address concerns.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Trained new employees on customer service, money handling and organizing strategies.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Contributed to team objectives in fast-paced environment.
- Informed customers of promotions to increase sales productivity and volume.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Attended monthly sales meetings and quarterly sales trainings.
- Achieved or exceeded company-defined sales quotas.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
- Kept detailed records of daily activities through online customer database.
- Met existing customers to review current services and expand sales opportunities.
- Stayed current on company offerings and industry trends.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Built relationships with customers and community to promote long term business growth.
- Maintained current knowledge of evolving changes in marketplace.
- Monitored service after sale and implemented quick and effective problem resolutions.
Eirrin's Bistro
Lead Counter/Health Inspection
10.2013 - 08.2014
Job overview
- Recommended products that met customer needs, emphasizing quality and usefulness.
- Maintained stock and replenished workstation products.
- Professionally answered telephones and responded to customer inquiries.
- Performed arithmetic functions handling cash, close checks and balance register.
- Warmly welcomed customers upon approaching counter and placing orders.
- Identified issues and developed solutions to improve quality control.
- Cleaned work areas of excess supplies, cardboard and rejected materials throughout each shift.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated leadership skills in managing projects from concept to completion.
Eyemart Express
Optical Retail Associate/Clerical Front Desk
05.2012 - 09.2013
Job overview
- Maintained clean sales floor and straightened and faced merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Answered questions about store policies and addressed customer concerns.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Greeted customers and helped with product questions, selections, and purchases.
- Greeted customers and provided outstanding customer service.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Performed cash, card, and check transactions to complete customer purchases.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Recommended complementary purchases to customers, increasing revenue.
Cafe Yumm!
Assistant Manager
07.2008 - 11.2011
Job overview
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Education
Lane Community CollegeEugene, OR
GED
Skills
- Stress management techniques
- Compliance
- Self motivation
- Process improvement techniques
- Team management
- Payment plan development
- Performance improvements
- Complex Problem-solving
- Issue investigation
- Client relations
- Account management
- Negotiation
- Customer research
Accomplishments
- Collaborated with team of 10 in the development of collections.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Tamil
Limited Working
Malay
Elementary
Timeline
Collections Team Lead
Pentagon Federal Credit Union
10.2022 - 02.2025
Customer Engagement Supervisor
Sourcepoint Mortgage
12.2017 - 02.2022
Connected Devices Sales Consultant
Best Buy
02.2016 - 01.2018
Lead Counter/Health Inspection
Eirrin's Bistro
10.2013 - 08.2014
Optical Retail Associate/Clerical Front Desk
Eyemart Express
05.2012 - 09.2013
Assistant Manager
Cafe Yumm!
07.2008 - 11.2011
Lane Community College
GED
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