Stephen Gosse Email & Phone Number

Anamosa, Ia, Us

Cedar Rapids, Iowa, United States

• Subject matter expert, managed a portfolio of 200+ accounts related to Servicemember Civil Relief act (SCRA) and Military, mentored, and trained all new and existing team members on legal, compliance, and policy changes• Transformed SCRA processes from excel spreadsheets to Salesforce user cases – wrote user stories, performed testing, presented to all levels of organization as needed. • Performed and documented time trials, collected data and analyzed user experience to continue to enhance future updates• Mastered analytical skills to profile accounts, communicate account status with customers, internal and external partners. • Reviewed SOP and internal articles to ensure that data was current, compliant with existing state and federal laws, and easily understood for team members to implement • Partnered with leadership, Debt Management, Compliance and Legal departments to continuously review SCRA policy and procedures to ensure organization continued acting in efficient, ethical and compliant way• Major contributor to the creation of new private label business Mazda Financial Serivces (MFS) system functionality, SOP, and implementation related to SCRA and military functions• Time management – Performed daily job duties, while assisting with special projects, SOP reform, training, coaching, and escalated issues while maintaining highest performance rankings in all workgroups consistently• Displayed attention to detail, identifying flaws in current processes, procedures, and systems; suggest and implement fixes proactively to reduce risk• Maintained a positive attitude and actively engage peers – Resource to team members throughout organization at all levels of management and departments• Formal mentor in workgroup, consistently available to train, assist new hires and peers, other departments with questions and escalated situations • Proficiently handled overflow calls for discharged bankruptcy, probate and impounded and seized cars.

Cedar Rapids, Iowa, United States

Maintained First Aid, CPR, and other relevant certificates to respond to medical emergencies until first responders arrived. Participated in building evacuation drills, search and rescue, triage, radio communication, and other preparation skills/events

Create a FUN and exciting envrioment for team members! Included planning events, games, treats, prizes, and push for everyone to have Fun...N Stuff.

Promoted the company Brand - taught team members about the products, features and get them excited about what they do. Planned events, games, and activitys for building of 600+ people

Cedar Rapids, Iowa, United States

• Utilized collection and skip tracing tools to maintain delinquencies, repossessions, and losses at or below corporate objectives• Analyzed payment and account history to communicate the status to customers using the Call Model guidelines • Communicated the account characteristics with the customer to negotiate acceptable arrangements to bring accounts current or surrender of collateral • Managed portfolio of 150+ accounts actively out for recovery; managed and partnered with venders and repossession companies to ensure legally and ethically obtaining collateral• Documented in system of records: all activities, actions and conversations clearly • Lead non-phone-based projects to assist with improved account handling, training, system improvements and team member engagement • Monitored account status and determined if charge off was required• Team engagement, peer mentor, point of contact for all areas of organization and levels of management

• Analyzed payment and account history to communicate the status to customers using the Call Model guidelines • Communicated the account characteristics with the customer to negotiate acceptable arrangements to bring accounts current • Documented in system of records: all activities, actions and conversations clearly • Utilized collection and skip tracing tools as needed to maintain delinquencies, repossessions, and losses at or below corporate objectives• Lead non-phone-based projects to assist with improved account handling, training, system improvements and team member engagement • Monitored account status and determined next steps including routing for repossession and charge off• Team engagement, peer mentor, point of contact for all areas of organization and levels of managment

Iowa

• Overseen all operations of store as the direct contact of supervisors and corporate office• Overseen Assistant Manager, 2nd Assistant Manager, store team members• Conducted all interviews, hiring, training and scheduling of all staff within a given budgeted amount of hours• Continuous team member reviews, one-on-one meetings, performance evaluations, merit raises and disciplinary reports including termination when required • Selected, grew and developed future managers• Customer care and follow up; Resolved complaints, concerns, and issues directly to avoid potential hazards, conflicts or loss of business• Trained and administrated customer service, robbery deterrence and food safety training; maintained MSDS, certifications and required licenses for business operation• Completed and/or delegated daily tasks for store and kitchen maintenance, repairs, and organization including inventory control daily, price updating daily, and ordering weekly.• Monitored all profit gain and losses; Looked for innovative solutions and implemented them to opportunity areas for maximum growth• Daily bookkeeping, cash handling, biweekly payroll