Shaina Pichardo
Orlando,FL
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
Work History
Head of Collections
Mollie Financial
04.2021 - Current
- Developed and maintained key performance indicators to track and measure success in achieving collection goals.
- Ensured compliance with all applicable laws, regulations, and industry standards related to collections activities.
- Managed experienced team of direct-hire and outsourced collection specialists.
- Collaborated with legal counsel on complex cases, ensuring all necessary documentation was prepared for litigation.
- Identified emerging trends in collections and implemented strategic best practices to stay ahead of industry benchmarks and drive continuous improvement.
Lead Trainer
Mollie Financial
04.2017 - Current
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for both onsite and offshore employees.
- Improved employee skill sets by developing comprehensive training programs tailored to individual needs.
- Consistently updated training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.
- Introduced innovative gamification strategies into training sessions, making learning more enjoyable while reinforcing key concepts.
Collections/Account Management
Mollie Financial
04.2017 - Current
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
- Increased recovery rates by conducting thorough investigations into debtor circumstances and tailoring collection approaches accordingly.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
Expedia Dispute Department
Iqor
06.2013 - 10.2015
- Analyzed, researched and resolved payment claims within required timeframes.
- Streamlined the documentation process, expediting case resolutions and improving overall client relations.
- Processed customer and account documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures and returning incomplete documents to management for resolution.
- Maintained a large database by monitoring and updating customer and account information
- Prepared source data for computer entry by compiling and sorting information and establishing entry priorities
Customer Service Phone Banker
Wells Fargo Bank
12.2010 - 07.2011
- Excelled in exceeding daily credit card application goals
- Achieved high sales percentage with consultative, value-focused customer service approach
- Resolved product issues and shared benefits of new products or services
- Managed quality communication, customer support, and product representation for each client
- Guaranteed positive customer experiences and resolved all customer complaints.
Collections Agent
Wells Fargo Auto Finance
- Maintained up-to-date knowledge of company policies regarding payments, payment plans, and programs to help and meet consumer needs
- Trained and managed new employees as well as took escalated calls from level 1 and 2 collectors that were unable to secure payment arrangements
- Achieved award for quality assurance and maintained above average expectation level of quality assurance in assisting customers.
- Maintained high volume of calls and met demands of busy and productive group.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Education
High School Diploma - General
Louis E. Dieruff High School
Allentown, PA06.2006
Skills
- Data Analytics
- Portfolio Management
- Compliance Management
- Debt Recovery Expertise
- Problem-Solving
- Operations Management
Timeline
Head of Collections
Mollie Financial
04.2021 - Current
Lead Trainer
Mollie Financial
04.2017 - Current
Collections/Account Management
Mollie Financial
04.2017 - Current
Expedia Dispute Department
Iqor
06.2013 - 10.2015
Customer Service Phone Banker
Wells Fargo Bank
12.2010 - 07.2011
Collections Agent
Wells Fargo Auto Finance
High School Diploma - General
Louis E. Dieruff High School
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