Charissa Brookley, Csm, Cspo, Cppm Email & Phone Number

United States

Minneapolis, Minnesota, United States

● Implemented necessary restructuring within the Operations team to align with evolving organizational requirements and better address business demands.● Leveraged system administrator experience with recovery platform software to reduce billed support hour utilization by 28% over the first 12 months in role.● Management of critical software platform, including close coordination with cross-functional teams and stakeholders to ensure success and alignment with business objectives.● Identified data integrity issues and initiated Metro II data changes that led to reduction in errors, from 0.025% to 0.010% across 300K records and 3 reporting entities for the company.● Managed the complete inventory movement cycle for up to 60,000 accounts monthly: including initial placement, recall, re-scrub, segmentation, scoring, and subsequent replacement.● Participated in quarterly Internal and External audits● Spearheaded and conducted risk analysis for restricted account movement, making necessary adjustments to both automated and manual allocations and processes.● Effectively led projects to transition manual processes into automated systems. ● Recognized process and system deficiencies and managed the implementation of necessary fixes and enhancements.● Facilitated process mapping documentation and revision with stakeholders at multiple levels of the organization. ● Led data integrity and account investigation initiatives to mitigate operational risk, increase recovery and litigation success rates as well as exceed credit reporting data standards.● Provided supervision and coaching to both the Vendor Services and System Support teams.● Collaborated with the Business Intelligence and Application Development teams to efficiently manage and execute projects.● Led Onboarding and Offboarding projects with vendors, scrub providers and servicing partners. ● Served as a subject matter expert in Metro II formatting and regulations.

● Devised and executed software release testing plans in QA environment for release projects, while also overseeing the open ticket dashboard, and contributing to the product backlog.● Managed comprehensive inventory workflows, overseeing scheduled recalls, placements, and monitoring the auto allocations for up to 80,000 accounts per month.● Led EDI and data mapping coaching calls with servicing partners as a part of audit remediation and onboarding projects.● Executed Monthly and Quarterly SCRA, DSC, Litigious Consumer scrubs and ad hoc recovery score refreshes. ● Executed sale file generation for the Portfolio Support and Acquisitions team.● Issued introduction letters on newly purchased portfolios in accordance with contract requirements and regulations.● Conducted thorough data integrity reviews of credit card, student loan and fintech portfolio data files.● Effectively managed system exceptions to identify inventory workflow issues and initiated projects to correct.● Developed SQL queries against multiple tables to generate reports and analyze data.

Conducted research and analyzed data for preparation of Official Statements, including in-depth research of client’s outstanding debt. Collaborated with internal and external stakeholders to prepare tax increment financing (TIF) plans, including annual reports, timelines, and required legal documents.

Created and implemented a regulatory incident database to track changes in status of complaints and lawsuit filings. Drafted policies and procedures for operations and regulatory compliance. Managed the workflow of case responses to regulatory agencies and consumer services such as the Consumer Financial Protection Bureau (CFPB), Better Business Bureau, Attorney General. Coordinated indemnification with servicing partners for FDCPA cases. Conducted annual onsite vendor audits. Filed quarterly Regulatory Complaint statistical analysis reports.

Coordinated forward-flow bankruptcy asset sales, including pre-sale due diligence file preparation, receipt of bids, and sale day activities. Executed and analyzed scrubs for data statistics on potential portfolios. Led data integrity review of sale and purchase files. Conducted due diligence reviews of prospective buyers and sellers of account portfolios. Managed portfolios of active inventory for servicer placement, sale, and transfer to warehouse statuses, including probate, DSC and bankruptcy. Analyzed inventory exception reports to ensure appropriate probate and bankruptcy workflows were observed.

St Louis Park, Mn

Supported the Agency Management team by analyzing data and creating reports. Instrumental in the upgrade and customization of debt portfolio management and analysis software (DebtNext) to better meet the company’s needs. Designed and implemented the client support matrix utilized by the Client Relations team to track changes in contact information and procedures of customers and vendors. Coordinated with the legal team in assembling supporting documentation for suits and legal proceedings as well as probate and bankruptcy Proof of Claims

Handled incoming call volume for Shop At Home and Window Treatment divisions• Assisted callers in scheduling in-home consultations• Managed the schedules of multiple Shop At Home designers • Responsible for scheduling department meetings, coordinated catering and set up of meeting room• Created meeting agendas, participated in department meetings, recorded minutes and distributed meeting summaries to team• Composed and proofread documents and correspondence for senior office staff • Created comprehensive documents for in-home appointments outlining each customer’s needs and details of their project • Maintained customer database both in CustEmers System (CRM) and Excel, tracked sales success rate and repeat business• Provided exceptional customer service to both customers and vendors, often as the initial point of contact when a concern or complaint was expressed• Managed the department petty cash fund, including tracking expenses and submitting receipts to the corporate office for reimbursement• Created a variety of documents such as customer correspondence, mailings, spreadsheets, memos, reports and visual presentations• Interpreted complex materials such as product manuals, maps, and reports • Tracked office supply levels and reordered supplies when needed

• Maintained exceptional level of customer service in a high volume call center• Responded effectively to customer calls regarding order status and issues• Created and maintained detailed customer records• Maintained product files and updated information to ensure accuracy• Interpreted complex materials such as product manuals and technical diagrams• Created and interpreted a variety of reports and databases• Acted as a supervisor to handle escalated or complex customer issues• Assisted in training new hires in phone skills and AS400 navigation• Communicated proficiently with diverse populations by phone, fax and email

Business Administration, Management And Operations

Education record