Ashley Hendry
Westlake Village,CA
Summary
Experienced with managing collections teams and processes efficiently. Utilizes strategic planning and leadership to improve revenue and client satisfaction. Track record of applying strong analytical skills and effective communication to drive success.
Overview
19
19
years of professional experience
Work History
Director Of Collections Operations
American Recovery Service Inc.
08.2015 - Current
- Managing a collection staff that includes 3 managers, 5 team leads, 17 third party collectors and 38 first party collectors.
- Responsible for the oversite and revenue recoveries of 5 FinTech clients and 2 credit card clients.
- Analyze collection processes, identify areas of improvement, and implement new strategies to enhance efficiency and effectiveness.
- Hire, train, supervise and mentoring collections staff and management staff while providing guidance, support, and ensuring effective team performance.
- Provide regular reports on key collection metrics to client vendor managers and analyze data to identify trends and opportunities.
- Perform audits of accounts that are in our system to ensure collection goals are met.
- Call monitoring and scoring based on client specific requirements.
- Negotiate and submit settlement offers directly to client and/or client liaisons.
- Track and manager monthly fee goals and recovery metrics.
- Manager collector schedules to guarantee the necessary phone coverage.
- Identified emerging trends in collections and implemented best practices to stay ahead of industry benchmarks.
- Facilitated timely resolution of billing disputes by working closely with internal stakeholders such as Finance, Customer Service, and Operations teams.
- Played an active role in the recruitment and onboarding process for new Collections team members, ensuring a smooth integration into the department.
- Led a team of Collections professionals, providing guidance and mentorship in driving successful outcomes.
- Implemented a robust reporting framework, providing senior management with accurate and timely insights into Collections performance metrics and trends.
- Established positive relationships with clients, fostering open communication channels for effective dispute resolution.
- Ensured compliance with all applicable laws, regulations, and industry standards related to collections activities.
- Developed and maintained key performance indicators to track and measure success in achieving collection goals.
- Improved overall efficiency of the Collections department through continuous process improvement initiatives.
- Conducted regular performance reviews for Collections team members, identifying areas for growth and development opportunities.
Collections Manager
Dynia & Associates
06.2013 - 08.2015
- Company Overview: Company handles and collects on accounts placed with us by multiple debt buyers.
- Doubled our satellite offices collection staff within just 6 months as the collections manager.
- Oversee the company’s process of retrieving money owed to them or one of our clients.
- The accounts can be anywhere from $50 owed to $50,000 and anything from credit cards, student loans, to auto deficiency paper.
- Handle complaints or difficult calls.
- Make sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.
- Monitor call reports to make sure collectors are making enough phone contacts each day.
- Track the rate of success of the entire process and continue to make adjustments when necessary.
- Train new employees and hold training reviews for established employees.
- Perform audits of accounts that are in the system.
- Keep up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.
- Managed employees ethically and fairly while still being firm and enforcing company policy.
- Company handles and collects on accounts placed with us by multiple debt buyers.
Assistant Manager/debt collections
Pentagroup Financial
03.2011 - 06.2013
- Account manager for delinquent Chase/WAMU credit cards as well as Sallie Mae student loans, Chase Mortgage and Toyota Motor Company auto deficiency paper.
- Responsible for the daily maintenance of a portfolio of 400-500 accounts and 25 associates.
- Located and establishing contact with delinquent consumers.
- Responded to telephone inquiries using standard scripts and procedures.
- Negotiated payment arrangements and follows up to make sure the payments are made.
- Authorized financial settlements with people who owe large debts.
- Reported daily progress against targets to the Team Leader.
Collector
Redline Recovery Services
06.2010 - 02.2011
- Collected on delinquent American Express accounts & processed payments ranging from $50 to $25,000, depending on delinquency and status of account.
- Located and established contact with delinquent consumers.
- Responsible for the daily maintenance of a portfolio of 300-400 accounts.
- Participated in manager training program.
Legal Assistant/Collections Representative/Card Member Customer Service Rep
Law offices of James A. West PC
07.2009 - 05.2010
- Collected on delinquent American Express accounts & processed payments up to $50k.
- Located and established contact with delinquent consumers.
- Communicated with card members and attorneys seeking arrangements to satisfy client’s needs and demands.
- Customer service representative for card members going through financial hardships.
- Worked with individuals daily, giving advice to avoid potential legal action.
Collections Manager/Training Manager
Performance Capital Management
04.2006 - 07.2009
- Oversaw the daily tasks of a team of 25 collection representatives.
- Trained new hires on the daily tasks of a collection representative as well as FDCPA.
- Worked from a dialer system, collecting on debts up to $50K & processed payments.
- Communicated with debt consolidation companies.
- Negotiated payment arrangements.
- Worked with mortgage companies and attorneys to resolve delinquent debts.
Education
High School -
Sunny Hills High School
08.2000
Automotive Technology Degree (AA) -
Universal Technical Institute
01.2002
Timeline
Director Of Collections Operations
American Recovery Service Inc.
08.2015 - Current
Collections Manager
Dynia & Associates
06.2013 - 08.2015
Assistant Manager/debt collections
Pentagroup Financial
03.2011 - 06.2013
Collector
Redline Recovery Services
06.2010 - 02.2011
Legal Assistant/Collections Representative/Card Member Customer Service Rep
Law offices of James A. West PC
07.2009 - 05.2010
Collections Manager/Training Manager
Performance Capital Management
04.2006 - 07.2009
Automotive Technology Degree (AA) -
Universal Technical Institute
High School -
Sunny Hills High School
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