CHERYL JARMAN1332 Winnipeg Dr., Lewisville, Texas 75077 | H: 214-763-0601 | cheryl.jarman2015@gmail.com

SummaryCollections Management/ Director of Merchant Services/Trainer/ Quality Assurance ManagementDynamic 16-year career demonstrating expertise in large scale training execution,Avaya QM Administration, Collections Management, Customer Service, & Quality Control.Proven capacity to resolve inefficiencies and reduce costs while capitalizing on revenue-building opportunities. Creative problem solver with exceptional analytical skills. Outstanding ability to comprehend multi-faceted problems and frame effective solutions.

HighlightsOperations Leadership Project ManagementTraining Development Professional Communication Verbal/WrittenManagement &Team Building Departmental CollaborationProcess Improvement Banking/AccountingFinancial Management Customer Service OrientedForecasting Quality Control Relationship Development Collections Management

ExperienceCollections/Quality Assurance Manager Dec 2015 to CurrentBridgecrest － Irving, Texas

Responsible for taking a lead role in the quality control department of the company.Manage a team of 23 QA Specialists Train for continuous improvement within the qualitycontrol systems and culture.Send out daily reports and project updates to senior management.Audit processes daily to ensure that our QA team is operating according to the FDCPA andBridgecrest's standards.Meet weekly with clients to calibrate on their Call Models, Score Cards, and disputes.Liaising with process teams to implement procedure improvements.Meet with executive management weekly to ensure that the quality standards are clearly setup and are communicated within the company.Benchmarking & monitoring expectations as they apply to individual contributors.

Collections Manager Jan 2013 to Jul 2015Hyundai Motor Finance － Plano, Tx

Promoted within 5 months of being with the company from a Collections Supervisor to aManager I Performed daily and monthly account audits for coaching, developing, training,and compliance.

Managed the integrity of the company policies and procedures to adhere to the Fair DebtCollections Practice Act (FDCPA), AML, Reg Z with loan servicing , UDAAP, and Information

Sharing.Managed the Inbound and Outbound collections teams.Hired top-performing staff through prudent hiring decision and ongoing training initiatives.Monitored time cards, utilization, downtime, and audited hours to ensure payroll receivedproper information for payout.Performed daily and monthly account audits for coaching, training, and developing.Developed and maintained policy and procedures for Collectors and Manager I employees.CRM collections systems, Shared point sites, and daily collections practices) Maintained theintegrity of the company policies and procedures, which is to treat customers with thehighest level of respect, both internal and external.Directly responsible for building and maintaining relationships with all departments and theirclients to enhance the company collections efforts Successfully assisted businessdevelopment teams on designing call reporting to enhance coaching and developing todecrease wrap time from 40-50% to 19% or lower.Developed a Collections Dashboard Report Worked with Telecom to bring the call abandonrate from 30% to 4%.Developed a tracking system with all escalated servicing issues.Designed a repossession tracking report that tracked agents performance Created a QueueManager Macro in Excel for the collectors.This cut the queue loading time from 30 minutes to 2 minutes.Designed Macros specifically for collections, skip tracing, and specialty associates to cut loadtimes in half.

Director Of Merchant Services (US & CAN) Feb 2011 to Nov 2013Chase Paymentech － Dallas, Tx

Director over Collections Department and Merchant Services for the US and Canadian sites.Skillfully analyzed processes and converted a major procedure to a computerized system.Developed Standard Operation Procedures for both the US and Canadian sites.Developed and maintained policy and procedures for US and Canadian sites. (CRM collectionssystems, Shared point sites, and daily collections practices).Maintained the integrity of the company policies and procedures, which is to treat customerswith the highest level of respect, both internal and external.Directly responsible for building and maintaining relationships with the companies merchantsand their clientsManaged the integrity of the company policies and procedures to adhere to the Fair DebtCollections Practice Act (FDCPA), AML, Reg Z with loan servicing , UDAAP, and InformationSharing.Directed a comprehensive, major initiative that redesigned processes, proceduredevelopment, documentation, employee training, monitoring, and auditing for the

department.Created a definitive methodology to measure results and produce consistent and ongoingimprovements. Designed CRM holding queue for all credit card rejection codes, bankruptcies, and otherissues for special handling.Prepared and reviewed various monthly, quarterly, and annual reports for seniormanagement.Monitored adherence to a broad range of regulatory requirements. Developed and maintained

policy and procedures for US and Canadian sites. (CRM collections systems, Shared pointsites, and daily collections practices)Successfully developed and implemented programs to mentor staff Used innovative programsto motivate staff and create an energetic and successful work in environment.Worked carefully with programmers to create work flow processes to track collectionrecovery rates and by implementing effective, sophisticated industry program called PCM(Pre-Collections Management).

Collections Manager/ Global Manager Feb 1999 to Dec 2011Wells Fargp Dealer Services － Irving, Tx

Managed over 28 employees remotely across the United States.Created monthly action plans for each direct report, tracked and coached daily performanceand developed strategies to surpass all delinquency and charge off goals for each branchoffice.Created innovative ways to effectively monitor performance remotely by utilizing Centergy,Live Meeting, Vista Plus Reports and other management reports provided by the branchoffice.Held weekly training sessions on P&P and basic collection techniques.Developed relationships with RCC Managers and supervisors to effectively communicategoals, concerns and any additional needs of that particular branch office daily.Managed a portfolio of accounts and developed strategies to attain good performance inorder to meet all delinquency and charge off goals.Motivated teams by effectively translating problems into practical solutions.Won an award of excellence for innovative development of the Global SWAT department.

Education1996

Marlin Christian Academy － Colleyville, Tx

SkillsAuditing, Avaya, Benchmarking, Business Administration, business development, coaching,continuous improvement, credit, CRM, clients, Customer Service, designing, documentation,employee training, senior management, executive management, senior management, hiring,Leadership, Macros, Managing, mentor, Excel, Office, SharePoint, payroll, policies, proceduredevelopment, processes, Process Improvement, quality, QA, Quality Control, quality control,reporting, Supervisor, Telecom, translating, Vista, annual reports