Jennifer Da Costa
Lachine,QC
Summary
Dedicated analyst with over 20 years of diverse experience in recovery, account management, operations, and sales. Recognized for a strong work ethic, exceptional communication skills, and effective time management abilities. Committed to delivering high-quality results while consistently achieving and exceeding targets. A fast learner and patient mentor with proven leadership skills that inspire team collaboration and drive success.
Overview
20
20
years of professional experience
Work History
Recovery Analyst | Operations
Shopify
11.2021 - Current
- Leading the team for Shopify Credit, implementing all processes, and ensuring monthly objectives are achieved.
- Recovering outstanding balances for Shopify Credit, Capital & Payments through negotiation techniques with merchants in a professional and compliant manner.
- Working with internal and external stakeholders and partners to coordinate and resolve issues.
- Collaborate with different teams to promptly assist merchants & respond to inquiries.
- Provide continuous feedback for process improvement and automation opportunities.
- Perform analysis for multiple products with the goal of maximizing return while minimizing risk.
- Conducting deep dives with Shopify customers regarding their cash flow and negotiate repayment plans or settlement offers as appropriate.
- Comply with applicable, laws, regulations, policies, and procedures.
- Managing merchant escalations from other teams to deliver recommended solutions and guidance.
- Being knowledgeable on all things Shopify Credit, Capital, Shopify Payments and other financial products and services.
Recovery Specialist | Collections
HSBC Bank Canada
09.2020 - 11.2021
- Recovery of highly delinquent accounts, i.e. 180 days past due and written-off
- Manage highly sensitive customers experiencing different circumstances with providing applicable resolution
- Research and recovery of deceased estate accounts
- Take initiatives to enhance/streamline Policy & Procedures to enhance customer experience
- Achieve team collections targets, to meet department and company goals
- Manage outbound and inbound collection calls
Account Manager | Collection Analyst
Thinking Capital
11.2016 - 09.2020
- Complete financial security questionnaire with new clients
- Conducting account risk analysis through pre-security evaluation process
- Identify and negotiate potential credit issues with clients to prevent account delinquency
- Assist merchants when dealing with sensitive financial matters
- Verifying all financial details for risk evaluation
- Respond and resolve client’s enquiries through web, emails and inbound calls
- In house auditing of all new deals
- Taking on tasks and projects to assist the team with funding goals
- Collaborate with sales, underwriters, risk and treasury teams to ensure internal process completion
- Administrator for ESC and Equifax
Account Manager | Hush Puppies and Soft Style Canada
Wolverine Worldwide
05.2006 - 02.2016
- Travel the sales territory in a cost-efficient manner selling the new collections to major accounts
- Heighten the brand presence while making sure the brand’s image is respected
- Research new target accounts
- Participate in all trade shows across Canada and the US
- Attend the product meetings with Brand manager to give insight on the customer needs
- Analyze and prepare targets and forecast for upcoming season
- Ensure the company’s high standard of customer service is always maintained
- Plan and participate in all regional footwear trade shows in Canada
- Conduct presentation to all majors and independent accounts across Canada and the US
- Target new accounts, negotiating margins and volume rebate
- Organize product knowledge presentations to educate floor staff and provide merchandising support
- Conduct weekly analysis of sales and stock levels, make recommendations based on information
Skills
- Proficient in data management and presentation tools
- Skilled in data analysis with exceptional attention to detail
- Strong project management and critical thinking abilities
- Resilient and resourceful in the face of ambiguity; thrive in dynamic environments
- Effective problem-solving abilities
- Strong interpersonal and communications skills
- Self-motivated with strong time management skills; able to work independently as well as collaboratively within a team
Languages
English
Native or Bilingual
French
Native or Bilingual
Portuguese
Professional Working
Timeline
Recovery Analyst | Operations
Shopify
11.2021 - Current
Recovery Specialist | Collections
HSBC Bank Canada
09.2020 - 11.2021
Account Manager | Collection Analyst
Thinking Capital
11.2016 - 09.2020
Account Manager | Hush Puppies and Soft Style Canada
Wolverine Worldwide
05.2006 - 02.2016