Palmira (Pam) Lopes Email & Phone Number

Pompano Beach, FL, US

Boca Raton, Florida, United States

• Manage a team of 2 Supervisors and 10 collection agents to meet departmental goals via appropriate allocation of workload and effective resource management. Assist management in monitoring offshore team consisting of 2.
• Lease to own products via online market place purchase. Managing portfolio of over 34,000
  accounts, Collections debt representing current to over one year past due.
  
• Responsible for creating, implementing, updating, and managing the customer collections
  process which includes onboarding of new products into the billing system, and ensuring the
  completeness and accuracy of.
• Monitor day to day work of staff for process adherence and compliance.
  
• Evaluate employee work and productivity and engage in continuing education and training for the
  team.
  
• Meet with team members one-on-one to provide continual coaching and evaluation of process
  and procedures.
  

Remote

Limited Services Supervisor - Call Center (IRS)

Tamarac, Florida, United States

• Responsible for responding to escalated questions and priority calls for the 2020 US Census Questionnaire Assistance contact center, answering questions from CSRs as needed, and assisting the public by researching and.
• Follow defined Census program information, processes, and procedures
  
• Respond to escalated and priority telephone inquiries in a courteous and professional manner
  
• In the event a CSR is unable to answer a caller's question, the lead CSR will use appropriate scripts to respond to the caller's inquiry for both inbound and outbound call types
  
• Maintain up-to-date knowledge of Census policies and procedures as applicable
  
• Respond to telephone inquiries within the departmental goals for quality, schedule adherence and average handle time
  

Fort Lauderdale, FL

The Check Cashing Store & Money Mart
Investigated, verified and resolved high-value cases regarding both check fraud and loan fraud across 15-state territory (e.g. FL, CA, HA, NM, AZ, PA, LA). Drove investigations from receipt to completion within a compliance timeframe. Worked with store-level personnel, law enforcement, district attorneys and.

Miami, FL

Maintained portfolio with.94% rollover rate on 60 to 120 days past due accounts on vehicle loans
Executed extensive skip tracing and research methods. Ordered repossessions on vehicles with various outside agents. Handled charge off recovery accounts including judgments, deficiency balances, force place insurance and GAP. Initiated transfers to Legal.

Miami, FL

First Union Bank/Wachovia Bank
(1996-2001) Senior Risk Reduction Specialist II. Maintained highly-sensitive portfolio of credit risk accounts, requiring collection of debt from 1 to 6 months delinquency on credit card and home equity lines. Created Private Banking Collections Unit.

Flagler Federal Savings & Loan/First Union
(1993-1996).