RENEE LUCY7922 Day Creek Blvd #5116 Rancho Cucamonga, CA 91739

909.234-0699 Mobile ... Lilbrielle10@gmail.com

SUMMARY OF LEAD COLLECTION QUALIFICATIONS• Outstanding communication skills with customers and personnel• Experience with Federal Debt Collections Practice Act and Financial policies/procedures • 13+ years of experience in default, customer and financial services• Lead amongst peers, motivational and leadership skills• Training new hires and demonstrations of effective collections practices • Development of simple user manuals for collections staff

AREAS OF EXPERTISE AND INITIATIVES▪ Certified Call Model skills (Center for Business Solutions)▪ Achieve individual goals while supporting peers with talk off solutions for overall department

success.▪ Providing effective solutions for customer account resolution.▪ Varies portfolio experience including, Personal Home Loans, Auto, Credit Cards, Tax Payer

Financial Services▪ Relief assignment in the absence of manager▪ Training and coaching new hires on the process and understanding reporting▪ Maintained Contact Expected Value and Expected Value per Paid Hour program while providing

outstanding customer service

PROFESSIONAL EXPERIENCE

GREEN TREE SERVICING RANCHO CUCAMONGA, CA OCTOBER 2012-CURRENT

SPOC (Single Point Of Contact) Account Manager• Assigned to both inbound and outbound calls for customers mortgage accounts as well as managing a queue

of accounts as a SPOC (Single point of Contact). • Offered loss mitigation options such as short sales, Deed in Lieu of Foreclosure, loan modifications, and

offering refinance options.• Ensured proper foreclosure procedures by sending Notice of Default, and/or submitting to eviction or

repossession• Welcomed loan transfers from Fannie Mae, Bank of America and GMAC mortgage. • Conduct employee meeting updates • Review and evaluate employee performance• Assisted in training new hire and existing employees through side by sides, thoroughly skip tracing accounts

for fellow employees and offered second voice options to help achieve an overall goal.

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RENEE LUCY909.234.0699 Mobile ... Lilbrielle10@gmail.com

PROFESSIONAL EXPERIENCE CONT….

Kaiser Permanente Fontana Medical Center Ob/Gynecology Pharmacy Jan 2012-April 2012Pharmacy Technician• Pharmacy Technician Internship-Performed tasks including filling prescriptions, packaging doses,

compounding, reconstituting medications, performing inventory control and keeping records . • Directly handled patients personal health information.

HSBC (HONG KONG SHANGHAI BANKING CORPORATION), POMONA, CA 2001-2011

Collections Specialist (HSBC 2009-2011)• Conducted Relief assignments in the absence of management.• Ranked within the top 10% of the department consistently• Take escalation calls to support the overall success of the organization• Provide new hire coaching and training • Provided manage with feedback on areas of skill opportunity within the group• Inbound and outbound collections in multiple portfolios and delinquency levels.• Provide customers with account resolution • Follow FDCPA and HUD Regulations

Collections Representative (HSBC 2001-2009)

• Consistently ranked among the top 10% of the Pomona call center• Reviewed complex or significantly overdue delinquent accounts to determine the most effective ways to assist

customers in repaying their loan by follow the Call Model flow for the best customer resolution. • Experienced in Front End Dialer early stage collection to late stage/high delinquency • Maintained a queue of accounts as a primary responsibility • Daily strategy to skip trace, locate and customer contact• Successful collections in several portfolio functions including the following:

- Consumer & Mortgage Lending - Auto - Taxpayer Financial Services - Retail Services - Credit Card

EDUCATIONFONTANA HIGH SCHOOL, FONTANA CA- HIGH SCHOOL DIPLOMA

RIALTO ROP RIALTO, CA-PHARMACY TECHNICIAN PROGRAM COMPLETED JUNE 2012