Dara Sherwood

• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
• Assisted in recruitment to build team of top performers.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
• Contributed to business development efforts by identifying opportunities to expand existing LMTs and implementation in front line Dialer by utilizing skill set retained from being a top performer in loss prevention.

• Extensive account review, ensuring the benefit to the bank and to the customer to reduce delinquency
• Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
• Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
• Maintained high volume of calls and met demands of busy and productive group.
• Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
• Counseled debtors on payment options and arranged installment agreements.
• Used skip tracing and other techniques to locate debtors.
• Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
• Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or reposession

Key Achievements:

• Top Individual Performer Award 2023, Significantly Achieved, Top Quality Assurance, Weekly Audits, Assistance with scheduling and attendance, Collaboration on Epic Ideas, Training for LP role

• Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
• Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
• Streamlined the collections process for increased success rates and improved customer relations.
• Reaching out to customers to collect payments through multiple communication channels, including dialer and manual work
• Identifying solutions available to the customers based on their current situation to ensure they are successful and can continue to maintain payments
• Handling escalations and 2 shot calls from agents that were unable to collect or had difficulty communicating with the customers
• Responsible for reviewing accounts for potential loss to the company to protect assets and regain balance of arrears
• Review for potential escalation, including repossession and seize or sue
• Analyzed financial data to develop customized payment plans suited to individual debtor circumstances while still aligning with company objectives.
• Maintained strict compliance with federal regulations and industry best practices to ensure ethical collection practices at all times.
• Reduced delinquency rates by developing targeted communication strategies tailored to individual clients.
• Analyzed customer financial records to determine appropriate payment plan.

Key Achievements:

• Chosen as team delegate for de-escalations, selected to work specialty projects and campaigns targeting specific accounts to lower delinquency with cure solutions

• Reviewed requests from branches across canada and call center to review accounts for potential legal proceedings or wage garnishment
• Improved office workflow by streamlining administrative processes related to scheduling meetings, document management, and filing systems.
• Drafted professional correspondence, fostering positive relationships with clients, opposing counsel and legal account managers
• Handled complex scheduling for appointments, court appearances and depositions for busy litigation firm.
• Reviewed the accounts to ensure it met criteria, all attempts to resolve had been taken prior to assigning for legal actions.
• Launch a loan protection insurance department during Pandemic
• Pulling weekly reports for senior leadership regarding legal submissions for the entire company
• Point of contact for 3rd parties providing documentation requested by a debt buyer in a compressed 7zip password protected files

Key Achievement:

• Launched a new department “Loan Protection Program”, assisting with claims due to unemployment and income loss with 3rd party Assurant while still handing daily tasks
• Vice President of the spirit committee, promoting employee engagement and organizing employee events and year end galas

• Reviewed accounts receivable and outstanding accounts and reached out to customers to collect payments through multiple different communication channels
• Identified solutions available to the customers based on their current situation to ensure they are successful and can continue to make payments, also help lower our AR
• Due to excellent listening and communication skills, promoted to a Senior Collections role which required handling 60+day accounts which were closer to being charged off
• These accounts required creating better relationships with customers to ensure success
• Handled escalated calls from Junior agents that were unable to collect or had difficulty communicating with the customers
• Key Achievements:
• Fastest junior agent to be moved to a senior agent role within 2 months in performance
• Chosen as the team delegate to manage the team when the managers were not available

• Front line agent for customers inquiring about their current loan
• Looked for sale opportunities for loan increases
• Retention responsibilities for the loan and optional products
• Product expert for all optional products to resolve any customer concerns
• Provided support for any loan changes, such as due date changes, deferral, payment method changes and payout requests
• Maintained a great rapport with management, clients, and teammates
• Excellent in maintaining and deescalating client interactions in a professional demeanor always
• Key Achievements:
• Top advisor for retention
• I achieved employee of the month for hitting all my targets and exceeding expectations for quality assurance

• Resolved any in store conflicts
• Created schedules for employees to ensure proper coverage during peak hours
• Held team accountable for attendance and job performance
• Responsible for opening and closing the store and handling cash deposits
• Ensuring targets were met on an hourly and weekly basis
• Responsible for creative merchandising due to the unique design of the store
• Loss prevention for internal and external theft
• Key Achievements:
• Was able to move up in the company within weeks of starting as a junior sales agent, obtaining Key Holder status, then quickly promoted to Assistant Manager