Duane Mujica

Ensuring daily client delivery. Overseeing compliance of all four business locations in Denver, Indianapolis and Dallas, USA as well as Guragaon, India. Managing client administrators in three locations.

Leading a team of ownership collectors in the check recovery department. Managing a portfolio of $4MM in dishonored checks which range from $300-$20,000. Coaching and monitoring collector calls, action entries and skip work. Maintain relationships with First Data Corporation clients by acting in their best interest.

Led a team of senior account managers in business lending. Managed a $35MM portfolio of 180-210 day delinquent accounts. Identified problem areas, accounts and work-flow processes. Approved offsets from deposit accounts for small business and corporate credit cards. Maintained relationships with high net-worth customers or large corporate accounts by finding appropriate solutions. Worked with risk analysts, premier client managers and legal support representatives. Re-negotiated terms on lines of credit and

Maintained work flows and performed phone observations. Coached a team of twelve to fifteen account managers to increase productivity and quality. Re-negotiated terms of credit cards for customers to avoid charge-off or further delinquency. Mentored collections associates for future career paths. Conducted team meetings/refreshers when needed.

Set up and reviewed outbound dialing strategies on Davox/Unision software. Monitored and maximized outbound and inbound activities. Troubleshot computer issues and opened helpdesk tickets when necessary. Ran agent productivity reports through Aspect system. Analyzed ad-hoc reports and created reports to help make production decisions. Managed time off and schedules for 200 employees to maintain daily agent absence to less than 10% through Aspect eWFM system and monitored daily phone activity through CustomV

Produced effective telephone calls by obtaining satisfactory payment arrangements. Assisted branch personnel and co-workers. Verified important information needed for skip work to avoid charge off. Re-nogiated terms of credit cards for customers to avoid charge-off or further delinquency.

Managed in store promotion and sales for all sales areas. Trained managers and sales associates on current merchandising standards as directed by the corporate office. Handled receiving for several purchase orders, including promotional materials, store furniture and fixtures. Displayed all signage and promotional materials for events. Coordinated with vendors for special engagements in and out of store. Maintained good relations with sales representatives from key vendors for updated promotional material a

Emphasis on Marketing