Vicki Petrelli
Senior Collections Representative
New Berlin,WI
Summary
Talented Credit Collections Specialist with 16 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
21
21
years of professional experience
Work History
Senior Collections Representative
Kohls Corporate
Menomonee Falls, WI
10.2007 - 08.2023
- Developed and implemented strategies to reduce delinquency rates.
- Negotiated payment arrangements with customers in arrears.
- Reviewed and updated customer accounts on a daily basis
- Worked on special teams to prevent accounts from charging off and preventing retention.
- Worked with settlement companies to negotiate monthly payments.
- Keeping great repore with customers to maintain on going relationships.
- Investigated customer financial situations for potential solutions or resolutions.
- Utilized skip tracing techniques to locate missing debtors when necessary.
- Assisted customers in setting up payment plans to ensure timely payments were made.
- Participated in weekly conference calls with members of the Collections Department.
- Adhered to all applicable laws, regulations and policies governing collections practices.
- Ensured compliance with federal, state and local laws related to consumer protection.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Met demands of busy collections group by performing high volume of daily calls.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Front End Supervisor
Jewel Osco
Greenfield, WI
03.2002 - 07.2007
- Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
- Maintained accurate records of inventory, sales, and employees.
- Trained new employees in customer service techniques and store policies.
- Resolved customer complaints in a professional manner.
- Ensured adequate staffing levels during peak business hours.
- Implemented procedures to reduce shrinkage and increase profitability of the department.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Provided excellent customer service by assisting customers with their needs or inquiries.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Managed opening and closing procedures by reconciling sales records and cash transactions.
- Delegated work to 16 employees based on shift requirements, individual strengths and unique training.
- Trained, managed and motivated employees to promote professional skill development.
- Organized staff schedules to maximize efficiency while minimizing labor costs.
- Maintained positive relationships with vendors to secure best pricing available for products sold at the front end.
- Coordinated with other departments to ensure smooth flow between receiving goods, stocking shelves, check out process.
- Opened and closed store with all bookroom/accounting work.
Education
GED -
MATC
West Allis, WI08-2007
Skills
- Portfolio Management
- Dispute Resolution
- Loss Mitigation
- Skip Tracing
- Credit Analysis
- Financial Counseling
- Account Management
- Persuasion Strategies
- Negotiation
Timeline
Senior Collections Representative
Kohls Corporate
10.2007 - 08.2023
Front End Supervisor
Jewel Osco
03.2002 - 07.2007
GED -
MATC
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