1. TAMMY A
WALSH
W. Wacker Drive, Lake Villa, Il. 60046 | H: 847-791-0747 | tammy.walsh0747@gmail.com
Summary
Through my years in various positons, I have learned and excelled in many things set
before me. I have successfully managed and motivated others, overcome obstacles,
raised sales and motivated teams to new levels and collected on accounts that remained
unpaid for more than 5 years. I possess a high level of customer service and
professionalism in the form of sales and collection even in the most difficult situations.
My favorite Quote that I feel anyone in a high stress position should remember is:
"There is an opportunity to be found in any adverse situation,
You just have to get past your emotions to see it"
Recovery Specialist January 2012 to Present
Snap On Credit Libertyville, IL
Customer resolution
Bad Debt Collections Resolving issues that may have prevented debtor from
paying.
Researching complaints of debtor
Finding solutions that work for the company and debtor.
Skip Tracing using First Search and Metro Net and general internet search tools.
Achievements
I took over a collection chair that failed at all goals set, and brought it up to speed
within two months of taking over the position.
I proved that by listening to the consumer you can solve many underlying issues and
mend any damage that has been done.
While in this position I have implemented many new techniques in collections. I find that
a positive, negative, positive tactic works very well when dealing with customers.
Positions held
Recovery Specialist
A-Account Manager
Sales Manager
Store Manager
Contract Sales Administrator
Head Bankruptcy Coordinator
-
Experience
2. Understanding the entire situation will most always bring resolution. There are always
ways to change things and to find a way to resolve the problem that will benefit both the
company and the customer.
Account Manager Jun 2008 to Dec 2012
Snap On Credit - Libertyville, IL
Maintaining and keeping accounts and keeping them in a current status Resolving
issues with field support.
Daily outgoing calls to 150 + per day Helping Franchisee resolve issues in the field
as well as helping them to collect on problem accounts.
Meeting and exceeding goals set by upper management Customer Service
Collections on a daily basis of accounts ranging from pre-paid to 120 days past
due. Keeping record of all issues and follow up to all accounts worked.
Sales Manager Jan 2006 to Jan 2007
Petland - Round Lake Beach, IL
Managed 20+ pet counselors and cashiers Resolving issues with field support.
Educated staff on animal care and well-being Helping Encouraging sales staff to
learn about new products and their benefit to customers Identified staff weakness
and helped turn negatives into strengths and positives Maintained outstanding
customerservice level Planned customer events Produced daily sales reports and
business projection comparisons Customer Service Managed nightly closings including
tallying daily Planned monthly community service programs and educational field
trips for mentally disabled students, Girl & Boy Scouts, and retirement home
residents.
Achievements
Increased Sales by 25%
Increased staff motivation and overall willingness to learn
100% customer satisfaction
Implemented many new programs that educated children on animal care
Sales Contract Administrator Jan 2003 to Jan 2006
Mitsubishi Electric Automation - Libertyville, IL
Developed relationships with new and existing Managed customer service calls
met certain sales goals
Attended customer site visits for face to face consultations ordered all parts needed
to repair or upgrade UPS units Arranged customer site visits for service
technicians.
Sold new plans and re-billed existing plans
Maintained all scheduled and emergency repairs and preventative maintenance visits
at 175+ customer sites
Achievements
Increased sales by 75%
Increased Customer Satisfaction by 100%
Increased Customer Service by 100%
3. Implemented quicker response time for Customers that needed service
Deduction Analyst Jan 1997 to Jan 2002
Nabisco/Favorite Brands - IL
Conducted investigations into corporate deductions for major department store
chains
Handled all invalid deductions' collections
Traveled to customer sites across the US to assist in solving deduction issues.
Resolved customer service issues Communicated regularly with Customer Service
Reps, Corporate Credit Managers, Field Sales Personnel and Divisional Vice
Presidents
Achievements
Achieved 100% resolution of open deductions and collection of repayments on
invalid deductions on most accounts.
Builtandmaintainedcustomerrelationships
Head Bankruptcy Coordinator Jan 1994 to Jan 1997
Eagle Finance Gurnee IL
Filed proof of Claims Handled all dealings with attorneys Made decisions on filing
for. Replevins or Lift of stays Prepared Reaffirmation letters and monitored their
return and ensured that all terms were adhered too.
Followed up with Trustees and aspects of that area.
Achievements
Grew and brought bankruptcy collections from $100,000.00 to over a Million
dollars within one year.
Brought a new way of thinking to the company, sometimes it is not necessarily
the debt that the person is angry with, it may be the situation they are in.
In working closely with the customers I always found a solution that worked for
them as well as the company.
Accomplishments
Many of the positions that I have held were dependent on developing lasting
relationships with others. That alone has allowed me to become easily approachable
whichinturn empowered me to reach all goals that have been set for me, as well as
goals I have set for myself. For example the position that I am currently in, was a
never successful for any of my predecessors. When I took over in the Recovery role I
built relationships with people who have completely disregarded all previous
collection attempts. I have gotten people to pay, even after they said they had no
intention of ever taking care of their debt. While it is nearly impossible to have a
100% resolution in a recovery role I am gaining a considerable amount of ground.
It’s not only in the way you manage your calls, your numbers your data, it’s a matter
of how you relate to others. Building relationships whether in collections or sales
depends the way you wear your attitude. The amount I collected in the first four
4. months in the Recovery roll surpassed my goal by almost double. I thrive on
successfuloutcomes.
Education
Bachelor's Degree, Psychology 2014
University of Phoenix - Phoenix, AZ
Behavioral Psychology
Associate of Arts, Psychology 2012
University of Phoenix - Phoenix, AZ
High School Diploma, Gen Ed 1978
Round Lake Senior High School - Round Lake, IL
Skills
Typing speed-75 WPM
Familiar with systems
AS400- BPCS-DMS
SAP
Programs:
Microsoft Word
Outlook Express
Outlook
Excel
Windows XP
Power Point
Access
All Internet related tools
Volunteer
As often as time allows, I volunteer visiting patients at Victory Lakes with my dogs. Seeing
the look in a seniors face when they see you with a pet is an amazing feeling. The joy and
Happiness that it brings, to them cannot be surmounted. Some of the things I have learned
or felt by doing this could never be put into words.
I also actively participate in the United Way volunteer program
Animal abuse prevention and rescue I also provide foster care and rehab for domestic
animals as well as wild.
I also actively participate in blood donor programs.
References