Jamie Johnson

Successfully managed collection team through implementation and strategic initiatives to achieve optimal recovery. Worked with all levels of management to create policies and procedures; assisted on building training and development programs; and drove the company mission. Developed and executed financial strategies ensuring profitability of a 2% gain on an overall client goal for 2009 calendar year. Achieved and exceeded defined goals while overseeing all facets of collection activities. Reported 6% gain on individual team goal for 2009 calendar year. Established creative work strategies to stay competitive within the industry while continuing to surpass liquidation goals. This lead to DCM continuously taking the lead as the number 1 agency in majority of the monthly batches. Generated collection goals, managed personnel, and implemented creative collection approaches to effectively collect credit card debt. Managed only employee to maintain superior standings on month one collections Revised and implemented new collection policies and procedures to improve efficiency of workflow resulting in lowering turn over by 10%. Successfully coordinated applicable governmental regulations and internal policies and procedures favorably impacting positioning to number 1 on client score card. Reviewed open receivables, and resolved discrepancies, recommended and authorized credits, adjustments, rebilling, and voids resulting in accurate client reconciliations. Recruited, trained and mentored a staff of over 60 employees. Identified and tracked employee sales goals and conducted employee performance reviews. Participated in developing leadership development program with key executives. Attended job fairs recruiting prospect employees

Supported managements team objectives by acting as a liaison between management and collection staff by successfully completing all responsibilities of an Account Representative along with additional team lead tasks. Supervised staff of over 30 people. Observed team members performance to work closely with management to develop specific action plans resulting in tailored coaching for all account representatives. Revamped training material resulting in best practices being taught to all new hires. Transitioned training to a class room setting which allowed training classes of 16 new hires. Successfully managed all responsibilities of a team lead in conjunction with completing those of an account representative.

Represented our clients deceased account portfolio with the ideal balance of empathy, professionalism, and recovery. Managed probate accounts and obtained information regarding deceased individual's estate. Fielded incoming and generated outbound probate calls. Notated files with attorney, personal representative, estate and family information. Negotiated and followed-up on payment arrangements. Followed-up with the attorney or personal representative regarding claim filing.

Provided knowledge and sales techniques to clients to successfully promote and sell Maple Ridge Farms products. Attended end-user shows representing Maple Ridge Farms product line Initiated out bound sales calls promoting marketing ideas to distributors Prepared training manuals and revised procedures developing new processes for maximum call output maintaining 100% Customer Satisfaction. Trained and supervised all seasonal Sales/Customer Service staff. Evaluated seasonal Sales/Service staff during peak seasons to maintain highest Service ratings in the Promotional Products Industry. Generated custom quotes and invoice details to customers on services rendered. Reviewed and suggested changes to detailed electronic transferred artwork.