Shannon Pawlak
Milwaukee,WI
Summary
Self motivated
Critical Thinking
Conflict Resolution
Leadership
Time and Priority Management
Problem Solving.
Assertive collections supervisor with 4 years of experience managing collections agents for Dovenmuehle Mortgage servicing company. Researched claims and handled escalated cases. Selected and trained excellent representatives for collections team.
Overview
17
17
years of professional experience
Work History
Collections Supervisor
Dovenmuehle Mortgage, Inc.
11.2020 - Current
- Responsible for ADP payroll updates and corrections
- Functions and Duties: Work with representatives to address escalated or more complex cases and provide problem resolution leadership
- Coordinate escalated issues to management and/or other departments as appropriate
- Coordinate and monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas
- Participate in interview processes with job candidates
- Train new employees, served as mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge
- Work with management to set productivity goals; evaluate employee productivity against department standards
- Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to
- Coach and counsel employees as appropriate; participate in annual review process as assigned
- Responsible for tracking attendance, payroll administration, and other HR-related administrative tasks
- Prepare and submit departmental reports to management as requested
- Review quality control data and address/correct any deficiencies
- Identify and facilitate learning and team-building opportunities
- Monitor and stay current in mortgage servicing matters as well as organizational policies and procedures
- Successfully complete annual regulatory compliance training
- Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service
- Formulate and communicate suggestions that may improve productivity.
- Completed bi-weekly payroll for 24 employees, served as payroll backup for other supervisors.
Warehouse Associate
Standard Electric Supply Company
07.2019 - 11.2020
- Staged shipments
- Confirmed quality and accuracy of all orders before shipping local and international
- Lead of team development and training
- Collaborated with suppliers and processed all returns and warranty exchange items
- Scheduled dock logistics
- Maintained inventory
- Created purchase orders.
Sales Manager
Menards
04.2015 - 07.2019
- Responsible for scheduling and payroll
- Educated consumers about product terms, conditions and warranties
- Engaging with customers to provide information about features, pricing and options
- Processed sales orders
- Processed returns
- Money handling/credit card processing
- Provided team training and development.
- Led successful sales team by providing motivational coaching and performance-based incentives.
- Built long-lasting client relationships through excellent customer service and consistent follow-ups.
Sales Associate
Preppy pups
01.2007 - 01.2015
- Provided outstanding customer service
- Established and maintained relationships with customers for repeat business and referrals
- Explained and negotiated sales agreements
- Processed customer transactions
- Helped ensure customer satisfaction.
Education
High school diploma -
Pulaski High School
Milwaukee, WI06.2006
Skills
- Customer Service (10 years)
- Microsoft Word
- Leadership
- Microsoft Excel
- Microsoft Word
- Collection Law Compliance
- Call Management Systems
- Mortgage Collections
- Credit Reporting monitoring and correction when applicable
- Customer Escalation Point
- Collections Procedures to FDCPA and CFPB regulation
- Relationship Building
- Conflict resolution techniques
Accomplishments
- Supervised team of 24 staff members.
- Achieved 94% quality audit accuracy and efficiency.
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Collections Supervisor
Dovenmuehle Mortgage, Inc.
11.2020 - Current
Warehouse Associate
Standard Electric Supply Company
07.2019 - 11.2020
Sales Manager
Menards
04.2015 - 07.2019
Sales Associate
Preppy pups
01.2007 - 01.2015
High school diploma -
Pulaski High School
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