1. Kathleen M. Bjorke
1927 Parkview Trace N.W., Kennesaw GA 30152 952-388-4547 - kathybjorke@hotmail.com
Personal Statement
Sales and production manager with over 20 years of success throughout the financial and health care industries.
Exceptional communicator with strong negotiation skills, outstanding problem solving abilities and a keen client needs
assessment aptitude. Aggressively able to identify opportunities, develop focus and provide tactical business solutions.
Throughout my career I have been helping companies make a difference. By leadership, integrity, motivation and
first-rate communication.
Competencies
Account Development/Acquisition Target Marketing & Penetration
Production Team Training/Supervision Inventory Distribution Control
Client Relations Policy Formulation/Process Improvement
Presentations Closing Sales
Client Negotiations Management
Team Building Leadership
Work Experience
Green Tree Servicing — Mendota Heights, MN; Kennesaw, GA 12/09 to 01/15
Director of Collections 04/13 to 01/15
Manage, plan, direct and lead all aspects of the Region’s Collections department to achieve an acceptable and pre-
determined delinquency ratio, while minimizing losses and satisfying customer complaints.
v Manage a team of Collections Managers to perform at expected productivity, customer service and efficiency standards
v Ensure the department meets or exceeds assigned delinquency goals and objectives
v Assist with the hiring, training, and motivation of collections department staff
v Ensure operations are within standards of the Company’s SOP guidelines as well as state and federal compliance regulations
v Oversee audit routines and functions to insure compliance
v Monitor and provide learning and development as necessary
v Assist Collection Supervisors with performance management and personnel issues
v Partner with Senior Management to formulate and interpret policies, set goals and create ways to increase overall productivity.
Collection Manager 07/11 to 03/13
Responsible for managing all aspects of the Collection Department’s activities to achieve department goals by controlling
delinquencies and professionally developing a team of collectors.
v Manage a collections team including motivating, hiring, training, performance management and setting monthly collection goals
v Review and manage all accounts at the beginning of each collection cycle with team of collectors and establish productivity
objectives and strategies
v Ensure department is in compliance; keep abreast of current requirements and changing legislation
v Monitor productivity and provide assistance to Collectors when needed
v Demonstrate awareness of the Company’s Standard Operating Procedures and finance programs, as well as state and federal
law requirements with regard to collections procedures, bankruptcies, and repossessions
Collector 12/09 to 06/11
Responsible for aggressively pursuing late stage past-due accounts according to the Company’s standard operating
procedure and government regulations.
v Work to reduce mortgage delinquency without sacrificing customer service standards or causing unwarranted repossessions
v Tactfully persuade delinquent customers to become current while using professionalism and tact
v Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service
v Consistently represent the Company in a professional manner by providing good customer service

2. State Farm Insurance Eden Prairie, MN 11/08-12/09
Agent Team Member
Working with the Agent/Owner to facilitate the education and sales of insurance products including home, health, life, auto,
and bank products.
v Minnesota State Insurance License for Property and Casualty
v Minnesota State Insurance and Health License with approved Long Term Care
v Help clients choose insurance policies that suit their needs
v Work with individuals, families and businesses
v Prospect for new clients and service existing clients
v Assist in developing an auto marketing plan for the agency
v Create and facilitate auto product presentations to potential and existing clients
v Marketing and Sales events
v Member of the Business Networking International Group
New York Life Edina, MN 03/08 – 11/08
Sales Agent
Utilize the power and resources of a Fortune 100 company to develop a Financial Foundation Strategies and
introduce the clients to an almost unlimited number of insurance and financial solutions to reach one or more of their financial goals.
v Minnesota State Insurance and Health License with approved Long Term Care
v Help individuals, families and business choose insurance policies that suit their needs
v Prepare reports and maintain confidential records
v Prospect for new clients and service existing clients
v Assist policy holders settle insurance claims
v Offer clients comprehensive financial planning services (retirement planning, estate planning, and pensions for business)
v Follow State compliance laws and Company compliance rules
v Marketing and sales events
Financial Recovery Services Edina, MN 02/03 – 03/08
Production Manager
Manage a collection floor (consisting of 5 teams with 8 individuals on each team) that provide comprehensive custom collection and
receivables management solutions to mid-large sized organizations that already possess a collection or receivables management
platform.
v Manage day-to-day business operations from point of file upload to close of accounts.
v Acquire new business segments from successful management of current segments
v Cultivate strong client relations with existing and new clients
v Delegate workload based on client needs and goals
v Recruit, interview, and mentor employees to reach their full potential and promote when possible
United Health Group Minnetonka, MN 06/97 – 10/01
Client Relations Manager/Account Manager
Manage the customer service operations for Medicare & Medicaid, which deals directly with customers and is the first
point of contact. Develops, tracks and reports key performance measurements for the unit. Develops and implements
process and procedures to improve operational efficiency. Oversees cross functional work relations that is targeted to
resolve issues raised by customers.
v Liaison between health plans across the country and processing center located in Eau Claire Wisconsin
v Support for customer service issues
v Trained and supervised team for Medicare and Medicaid, enrollment, billing and claims.
Education
Degree in Occupational Proficiency for Supermarket Management -
Dakota County Technical College, 1300 Rosemount, Minnesota (September 1980 - Jun 1982)
Achievements
v University of Minnesota Women’s Basketball Terry McFarland Sixth Player Award Recipient
v New York Life - Most FNA in a month - May 2008
v New York Life - Eagle Award - 1st to 10 in June 2008
v FRS Production Manager of the Year 2006
v Director of Hoop Scramble VI for the University of Minnesota Women's Basketball Team.
v Board Member for the University of Minnesota Women's Basketball Team
v Board Member for Womyn Unlimited Minnesota - Nonprofit Group (Former Treasurer and Founding Board Member).
v Twin Cities Women's Choir & Center for Irish Music Volunteer
References Available Upon Request