MONIQUE WARREN
Ajax,Ontario
Summary
To provide a meaningful contribution to an organization that provides significant challenges and continuous development opportunities. Skilled in cultivating positive relationships with internal and external clients. Communicate with clarity and diplomacy to individuals at all levels. Confident and customer focused, Strong analytical, planning, administrative and time management skills. Energetic, dynamic approach to duties given and is able to multi-task effectively. A hard-working team player and individual.
Overview
11
11
years of professional experience
Work History
Senior Collections Agent (BNS)
ARO Inc
08.2020 - 02.2021
- Contact Scotia Bank customers regarding outstanding debts and demand immediate resolution.
- Perform skip tracing efforts and credit bureau review to confirm and find additional information about debtor.
- Offer solutions that best benefits Scotia and is achievable by customers.
- Offer customer options and walk them through process for lending institutions and refinancing options where amicable.
- Advise customers on how unresolved debts can further impact there financial capabilities and credit history.
- Advise customer of possible legal escalation of files resulting in having judgement on the credit reporting, additional fees and court costs, garnishment etc.
Senior Legal Recoveries Specialist (BMO)
Rubenstein Siegel Law Firm
09.2019 - 03.2020
- Contacted, customers by telephone and email advising the status of their accounts and legal actions to be taken.
- Advised customers of legal implications they will face if accounts were not paid immediately (sheriff sale, wage garnishment, court hearing).
- Performed skip tracing efforts on customers and recommend sheriff sales due to the current value and equity of their properties and their financial status.
- Provided re-financing and other options to customers to resolve their debt.
- Advised customers of judgement against them that would be enforced through a writ of seizure and sale on their property (lean from BMO).
- Contacted customers place of employment and gathered information through human resource to enforce judgement through garnishee order.
- Negotiated settlements of accounts where necessary.
Team Leader (AMEX)
Gatestone & Co International
05.2019 - 09.2019
- Provided scripts to agents and demonstrated how to use AS400 software.
- Monitored agents while on calls to ensure proper protocols were being followed.
- Performed Quality Assurance by reviewing recorded calls ensuring compliance and scripts were adhere to.
- Graded recorded calls ensuring questions by customer were being answered and incentives were being offered.
- Submit weekly reports of agents performance from quality assurance testing.
- Conducted calibrations with agents and provide constructive criticism, training and re-coaching.
- Reinforced team sales targets, track performance and develop action plans to exceed targets.
- Conducted interviews for prospective agents.
- Handled escalated calls transferred from agents resulting in successful outcomes.
Senior Collections Agent (AMEX& BOA)
Gatestone & Co International
06.2016 - 05.2019
- Answered inbound calls following proper verification procedures before assisting or transferring calls and document accordingly.
- Assessed present and financial situations of customers and provided extra time for clearing past dues.
- Offered all incentives available on customer accounts.
- Utilized all available information on customer accounts and use information to probe.
- Successfully skip traced using various mediums to find additional information to locate customers and documented accordingly.
- Maintained compliance and client policies based on Banks regulations.
- Maintained composure and sympathize with customers while holding them accountable.
- Launched minimum 120 calls per day and document customer contacts on system(s) of record.
- Logged complaints made by customers regarding dissatisfaction of company/client policies.
- Successfully negotiated payment in full, settlements and payment arrangements for past owing receivables.
- Monitored and recover declined payments that were part of payment arrangements.
Sales Executive
Nestle Jamaica Ltd
08.2011 - 09.2015
- Managed business accounts while maintaining great relationships to win with business owners/ managers and ensuring monthly targets were achieved.
- Managed merchandisers ensuring products were properly rotated, clean and arranged according to planogram.
- Organised in-store promotions and sampling for supermarkets to boost sale of products.
- Organised discounts for products that were close to being expired.
- Checked supermarket stock in warehouse and placed orders for products that were needed.
- Wrote off bad goods for businesses that were unsaleable.
- Prepared credit notes for businesses based on discounts on products.
- Prepared accurate monthly forecasts for businesses based on target given.
- Persuaded business owners/managers to purchase based on monthly forecasts.
- Prepared bi-monthly reports outlining promotions undertaken, competitive activities observed and issues that needs to be addressed in trade.
- Identified prospective business accounts, perform inspections of buildings and opened new accounts where applicable.
Sales Representative
Pioneer Manufacturing Distribution Co. Ltd
12.2010 - 08.2011
- Assessed stocks in store room and on shelves, then placed necessary orders
- Wrote off defective and expired goods in trade.
- Closely analyzed competitor’s trends and provide weekly reports
- Ensured products were not expired, clean and placed according to planogram
- Managed customer relationships to ensure complete satisfaction and loyalty.
Marketing Officer
H.D Hopwood & Co
09.2009 - 12.2010
- Monitored inventory levels in trade and warehouse.
- Conducted promotional activities in trade to drive sales and profit.
- Coordinated sourcing and placement of POP for promotions and trade.
- Introduced new products including item creation and pricing on system.
- Designed proposals and communication plans.
- Assisted in the launch of new products.
- Coordinated listing of new and existing products on trade system.
- Coordinated reports and monitor key performance indicators.
Education
Bachelor of Business Administration (BBA) - Marketing, Human Resource Management
University of Technology
Jamaica2006
Skills
- Strong Organizational & Multi-Tasking Abilities
- Proficiency in microsoft office
- Strong negotiating and decision making skills
- B2B and B2C sales
- Strong organizational skills, with attention to detail and quality
- Adaptable, Innovative & Results Driven
- AS400 system and CUBS
- Awarded 1st runner up for Sales executive for the year 2013
- Awarded consolation prize for good sales and collections for the year 2014
Timeline
Senior Collections Agent (BNS)
ARO Inc
08.2020 - 02.2021
Senior Legal Recoveries Specialist (BMO)
Rubenstein Siegel Law Firm
09.2019 - 03.2020
Team Leader (AMEX)
Gatestone & Co International
05.2019 - 09.2019
Senior Collections Agent (AMEX& BOA)
Gatestone & Co International
06.2016 - 05.2019
Sales Executive
Nestle Jamaica Ltd
08.2011 - 09.2015
Sales Representative
Pioneer Manufacturing Distribution Co. Ltd
12.2010 - 08.2011
Marketing Officer
H.D Hopwood & Co
09.2009 - 12.2010
Bachelor of Business Administration (BBA) - Marketing, Human Resource Management
University of Technology
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