Vanity Mendoza
Margate,FL
Summary
Strategic and results-focused Director of Account Services with over 18 years of leadership experience in financial services operations. Skilled at managing large, cross-functional teams, optimizing collections and delinquency processes, and ensuring compliance with consumer protection standards. Recognized for a collaborative work style, operational excellence, and the ability to drive measurable performance improvements.
Professional with track record in account services, delivering impactful solutions for clients. Strong focus on team collaboration, ensuring everyone can rely on consistent results and adaptability to changing needs. Expertise in client relationship management, strategic planning, and performance analysis, with keen ability to drive initiatives that enhance client satisfaction and business growth. Known for effective communication, problem-solving skills, and leadership in dynamic environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Account Services
SAFCO
Pompano Beach, FL
08.2007 - Current
- Supervised account services division, coordinating efforts among teams addressing multiple delinquency stages and enhancing operational efficiency.
- Achieved operational excellence by managing a collections workforce of 30 employees in the U.S. and an international team of 18 in Barranquilla, Colombia. Fostered collaboration to improve collections outcomes.
- Oversaw collections operations, focusing on efficiency, compliance, and the attainment of performance objectives across delinquency categories.
- Oversaw development of strategic vendor partnerships. Led negotiations for service contracts to optimize terms. Monitored and evaluated third-party performance to ensure alignment with organizational goals.
- Oversaw departmental adherence to consumer protection standards, including Fair Debt Collection Practices Act (FDCPA) and Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) regulations.
- Engaged with cross-functional teams to troubleshoot escalated issues, optimize workflow efficiency, and ensure departmental strategies support company-wide goals.
Education
Medical Insurance Billing and Coding
Everest University
Orlando, FLSkills
- Client Relationship Management
- Leadership & Team Development
- Collections & Delinquency Management
- Multi-Team Operations Oversight
- Strategic Planning & Process Improvement
- Workflow Optimization
- Data-driven decision making
- Team leadership
- Adaptability and flexibility
- Creative problem solving
- Decision-making
- Relationship building
- Project management
Certification
- FDCPA Compliance Training Certificate – Completed comprehensive training on the Fair Debt Collection Practices Act (FDCPA) and Regulation F, covering debt collector responsibilities, communication regulations, prohibited practices, and compliance requirements.
- UDAAP Compliance Training Certificate – Completed training focused on identifying, preventing, and managing Unfair, Deceptive, or Abusive Acts or Practices under federal consumer protection standards.
Languages
Spanish
Limited Working
Work Style
Strategic and collaborative, with a strong focus on operational excellence and team performance. Proactive in problem solving, adaptable in evolving environments, and committed to driving results while supporting departmental growth and employee development.
Timeline
Director of Account Services
SAFCO
08.2007 - Current
Medical Insurance Billing and Coding
Everest University