Dana Melisa Navarro Velandia

DB Schenker - Collections Department

Strategy & Portfolio Management:

• Developed and executed innovative collections strategies, ensuring the overall portfolio maintained a past-due rate below 10% while minimizing financial risk.
• Monitored the full portfolio on a weekly basis, proactively identifying and addressing potential issues to safeguard revenue.
  

Customized Solutions & Risk Mitigation:

• Designed tailored payment plans for clients facing financial difficulties, effectively reducing losses and improving recovery rates.
• Assessed customer credit histories through detailed credit record evaluations to inform risk management decisions.
  

Performance & Process Improvement:

• Established key performance metrics to evaluate team success, identify improvement opportunities, and drive overall efficiency.
  Spearheaded process improvements that accelerated the resolution of delinquent accounts without compromising service quality.
• Conducted regular audits of collection practices to ensure compliance with industry standards and internal policies.
  

Team Leadership & Collaboration:

• Led by example by managing key accounts personally, setting a high standard for the collections team.
• Provided ongoing coaching, training, and performance evaluations to enhance team productivity and foster a culture of continuous improvement.
• Collaborated with cross-functional teams to refine credit management processes, ultimately reducing customer disputes by 45% and ensuring timely invoice collections.
  

Client Interaction & Communication:

• Engaged directly with customers using both one-time and negotiated installment methods to collect outstanding payments.
• Generated and distributed updated account statements on a monthly basis or upon demand, and processed demand letters as necessary.
• Researched complex accounts and completed due diligence to resolve collection challenges efficiently.
  

Capital One BCr

Debt Recovery Operations:

• Managed both inbound and outbound calls to recover delinquent accounts with over 60 days past due, ensuring effective communication and follow-up.
  

Negotiation & Payment Arrangements:

• Negotiated with customers to establish Promise-to-Pay (PTP) plans ranging from 1 week to 6 months, aimed at securing full account recovery.
• Maintained a focus on recovery objectives to enable customers to be reconsidered for new account opportunities once their obligations were met.
  

Customer Engagement & Relationship Management:

• Utilized strong negotiation and customer service skills to build rapport with customers, ensuring clarity in payment expectations and maintaining a positive customer experience.
  

Compliance & Documentation:

• Recorded all communications and negotiated agreements accurately to ensure adherence to company policies and regulatory requirements.
  

Chime - Dispute Intake Department

Escalation Management:

• Led escalation efforts for complex dispute cases, managing extended calls and addressing challenging customer behaviors to ensure thorough resolution.
• Acted as the primary point of contact for customers requiring specialized assistance when initial resolutions did not meet their needs.

Team Leadership & Coaching:

• Supervised a team of 4 agents by regularly monitoring call quality, providing actionable feedback, and coaching team members to enhance their dispute resolution skills.
• Facilitated team development by sharing best practices and implementing performance improvement strategies, resulting in consistently improved KPIs.

Performance & Professional Development:

• Consistently met or exceeded key performance metrics related to resolution speed and customer satisfaction, earning multiple bonuses for outstanding results.
• Actively engaged in continuing education and industry training, staying current on emerging trends and best practices in dispute management.