SHAWN RODRIGUEZ

• Led and coached team of legal negotiators on high-volume litigation accounts, ensuring compliance with FDCPA and CFPB regulations.
• Prioritized cases based on court deadlines and client risk. Negotiated directly with creditors, collection law firms, and opposing counsel to secure favorable settlements.
• Prioritized cases by court deadlines and client risk, negotiating with creditors, collection law firms, and opposing counsel to secure favorable settlements.
• Designed and delivered onboarding and training programs covering litigation procedures, documentation standards, negotiation techniques, and court deadlines.
• Created the 'Take Control of Your Debt' initiative to empower clients with strategies for effective debt management.

• Evaluated credit risk and spending profiles for consumer and corporate card members, enhancing customer experience while ensuring sound financial decisions.
• Conducted financial reviews to assess spending capacity and recommend tailored credit actions for clients.
• Negotiated payment arrangements that improved repayment outcomes while preserving long-term customer relationships.
• Exercised critical judgment regarding account suspensions, reinstatements, and credit exposure.
• Provided exceptional service while managing high-volume client communications, fostering positive client relationships.
• Promoted product benefits to enhance customer confidence during transactions.

• Negotiated settlements on delinquent, charged-off, pre-legal, and litigation accounts on behalf of clients.
• Collaborated with attorneys and paralegals to resolve legal matters, preventing escalation to court.
• Built productive relationships with creditors, collection agencies, and law firms, resulting in favorable settlement outcomes.
• Developed relationships with creditors, collection agencies, and law firms, securing favorable settlement outcomes.
• Provided expert advice to clients on financial matters.

• Directed daily operations of the customer service department, leading staff development, performance management, and operational planning.
• Established service KPIs, procedures, and quality standards that improved customer satisfaction and operational efficiency.
• Partnered with executive leadership to streamline workflows, reduce operating costs, and improve client retention.
• Managed vendor relationships and service-level agreements, aligning cross-functional initiatives with company growth objectives.
• Recruited, trained, and mentored employees, cultivating a high-performance, customer-focused culture that enhanced team engagement.
• Provided guidance to clients seeking financial independence through education and resources.

High Honors