Colleen Ritchie Email & Phone Number

Carmel, Indiana

Front end collections. Risk management and analysis. Looking at data trends and determining the health of the accounts within the portfolio.

Carmel, In

Managed a team of Customer Service Advisors that serviced our Elite dealer segment, which is accounts from $1MM and above.

East Central Region

 Designed and executed NextGear Capital’s visibility within its key auction focus areas. Tracked growth and market penetration for both NextGear Capital, Inc. and the auction Collaborated with Marketing departments at the auctions to create cross-company initiatives Serviced auctions through regular phone and written communications when not in person Trained auctions on NextGear Capital’s. product offerings and policies

 Managed between six to twelve Customer Service Representatives at any given time Responsible for interviewing and hiring temps as well as determining whether or not to make them permanent  Provided constant coaching and development to CSR’s to take them from brand new employees to top performers Team averaged 98.17% Total Customer Satisfaction rating in 2015

Carmel, In

 Assisted Account Executives with customer service and operations related issues Handled escalated dealer calls  Source of knowledge and assistance for Customer Service Representatives  Learned Workforce Management software to create schedules for entire department Handled quality audit process; monitored and scored CSR’s calls

Carmel, In

 Reconciled an average of 1,500 audits per month Communicated with field auditors and gave direct action to take regarding missing units Notified Account Executives of high-risk audits as well as audit trends to identify possible risk Educated and enforced DSC’s policies with the dealer base Assisted entire Risk Department with Spanish calls and collection attempts

Carmel, In

 Collected on Write-off commercial accounts  Responsible for over 800 accounts Negotiated payment arrangements according to customer's situation Determined next level of escalation when the dealer was non-responsive to collection attempts Performed skip trace functions to locate contact/asset information

Indianapolis, Indiana Area

 Sold web and print advertising to service providers around the country Sold ads both in English and Spanish Assisted all departments in the company with Spanish calls Top 20 % in the department--Q4 of ’07, Q2 & Q4 of ’08, Q1 & Q3 of ’09  Regularly achieved 100% quality ratings

Carmel, In

 Sold mortgage refinances, home equity loans, and personal loans over the phone-both in English and Spanish  Consistent top performer, one of the top in the company for Q1 of ‘06 Achieved 256% of goal in March ‘06 and 294% of goal in April ‘06 Promoted from Loan Officer to Senior Loan Officer within four months  Earned Top Performer trip to Italy in 2006

Carmel, In

 Collected on home equity loans ranging in delinquency from 50 days to 120 days Made payment arrangements with borrowers to mutually benefit the customer and the company  Managed a multi-line phone system  Consistent top performer, number one in the department October ‘04