Gretchen Frey
Greenwood Village
Summary
Skilled Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty. Applies strong analytical and critical thinking skills to solve complex operational problems and achieve production targets.
Results-driven Director of Collections known for high productivity and efficient task completion. Specialize in strategic debt recovery, financial negotiations, and team leadership. Excel in communication, problem-solving, and adaptability to maximize team performance and achieve collection targets.
Overview
23
23
years of professional experience
Work History
Director of Collections
Rausch Sturm LLP
Greenwood Village
06.2017 - Current
- Led collections strategy development to optimize recovery efforts across diverse client accounts.
- Supervised collections team to ensure compliance with legal regulations and company policies.
- Implemented training programs for staff to enhance negotiation and communication skills.
- Analyzed collection processes to identify inefficiencies and recommend improvements.
- Coordinated with legal teams to manage escalated collection cases effectively.
- Developed reporting tools to track collections performance and team productivity.
- Fostered relationships with clients to facilitate smoother payment negotiations and resolutions.
- Managed vendor partnerships for technology solutions supporting collections activities.
- Audited accounts regularly for accuracy of information entered into the collections system.
- Implemented new technologies or systems designed to streamline the collections process.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to collections.
- Reviewed reports generated by the collection system to identify trends or issues that need addressing.
- Analyzed data and metrics to identify potential problems or opportunities in the collections process.
- Developed and implemented strategies to improve collections processes and performance.
- Monitored collection efforts of staff, identified areas for improvement, and provided guidance to ensure goals are met.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Communicated with stockholders or other investors to provide information or raise capital.
Legal Collections Manager
Lowery Law Office
Greenwood Village
05.2012 - 05.2017
- In this position I manage team of Legal recovery and Judgment recovery agents.
- Collaborate with process servers and client to ensure timely, cost effective and legal services are met.
- Work with outside vendors to provide asset information, as well as analyze inventory for vendor results.
- Assist in on boarding and retention.
- Provide assistance to customers on escalated calls or legal remedies.
- Collaborate with BCO and client to ensure expectations and compliance goals are met and exceeded.
- Maintain production metrics at or above client expectations.
- Provide structured, monthly and quarterly reviews of employee performance.
- Skilled People Manager
- Increased direct reports from 6 to 12
- Implemented the Buddy Program for new team members
- Strong understanding of Compliance expectations
- Achieved top team Compliance scores
- Maintain Average monthly monitoring scores at 95%
- Analytical and Strategic planning
- Increased monthly gross revenue from $350k to $750k
- Manage legal account flow using daily, weekly and monthly reporting
- Increase Asset Recovery Specialist monthly gross revenue
Legal Asset Recovery Professional
Lowery Law Office
Greenwood Village
06.2006 - 05.2012
- Earned top Annual Legal Collector Award from 2008-2011
- Coached new team members
- Strong communication and negotiation skills
- Maintained legal account flow for 1500+ accounts
- Account and Money Manager building consistent payer streams
Owner, Founder
BuckWilds Pizza
Aurora
03.2003 - 09.2006
- Opened 1 location and the 2nd in the first year
- Recruited, hired and trained new employees
- Managed 30 employees between 2 locations
- Developed and managed operating expenses
- Maintained monthly gross revenue at $45k per location
- Implementing diverse Marketing strategies through TV, Radio and direct mail
- Optimized overall customer service through creating a positive work environment and providing consistent feedback and on going training.
Education
Community College of Aurora
Aurora, COSkills
- Strategic planning
- Negotiations expert
- Analytical
- Team building
- Dedicated and Flexible
- Omni channel experience
- Strong Communication skills
- Productivity improvement specialist
- Quality assurance specialist
- Personable
- Multi-site operations
- Process improvement strategies
- Microsoft Office
- QLaw/Citrix
- Livevox
- Avaya
- Skip Tracing
- CLS Collection Master
- Cogent
- System Migration Expierence
- Multiple consumer outreach compliance experience
- Leadership building
- Project Planning and Oversight
- Client relationship management
- Problem solving
- Leadership development
- Debt recovery expertise
- Vendor management
References
References available upon request.
Timeline
Director of Collections
Rausch Sturm LLP
06.2017 - Current
Legal Collections Manager
Lowery Law Office
05.2012 - 05.2017
Legal Asset Recovery Professional
Lowery Law Office
06.2006 - 05.2012
Owner, Founder
BuckWilds Pizza
03.2003 - 09.2006
Community College of Aurora