1. CHERYL JARMAN
1332 Winnipeg Dr., Lewisville, Texas 75077 | H: 214-763-0601 | cheryl.jarman2015@gmail.com
Summary
Collections Management/ Director ofMerchant Services/Trainer/ Quality Assurance Management
Dynamic 16-year career demonstratingexpertise in large scale training execution,
Avaya QM Administration, Collections Management, Customer Service, & QualityControl.
Proven capacity to resolve inefficiencies and reduce costs while capitalizingon revenue-building
opportunities.Creative problem solver with exceptionalanalyticalskills. Outstandingabilityto
comprehend multi-faceted problems and frame effective solutions.
Highlights
Operations Leadership Project Management
Training Development Professional Communication Verbal/Written
Management &Team Building DepartmentalCollaboration
Process Improvement Banking/Accounting
FinancialManagement Customer Service Oriented
Forecasting Quality Control
Relationship Development Collections Management
Experience
Collections/Quality Assurance Manager Dec 2015to Current
Bridgecrest － Irving, Texas
Responsible for taking a lead role in the qualitycontroldepartment of the company.
Manage a team of23 QA Specialists Train for continuous improvement within the quality
controlsystems and culture.
Send out daily reports and project updates to senior management.
Audit processes daily to ensure that our QA team is operatingaccordingto the FDCPA and
Bridgecrest's standards.
Meet weekly with clients to calibrate on their CallModels, Score Cards, and disputes.
Liaising with process teams to implement procedure improvements.
Meet with executive management weekly to ensure that the quality standards are clearly set
up and are communicated within the company.
Benchmarking& monitoringexpectations as they apply to individualcontributors.
Collections Manager Jan 2013 to Jul 2015
Hyundai Motor Finance － Plano, Tx
Promoted within 5 months of being with the companyfrom a Collections Supervisor to a
Manager I Performed daily and monthly account audits for coaching, developing, training,
and compliance.
Managed the integrity of the companypolicies and procedures to adhere to the Fair Debt
Collections Practice Act (FDCPA), AML, Reg Z with loan servicing , UDAAP, and Information

2. Sharing.
Managed the Inbound and Outbound collections teams.
Hired top-performingstaff through prudent hiringdecision and ongoing traininginitiatives.
Monitored time cards, utilization,downtime, and audited hours to ensure payrollreceived
proper information for payout.
Performed daily and monthly account audits for coaching,training,and developing.
Developed and maintained policy and procedures for Collectors and Manager I employees.
CRM collections systems, Shared point sites,and daily collections practices) Maintained the
integrity of the companypolicies and procedures, which is to treat customers with the
highest levelof respect, both internaland external.
Directly responsible for building and maintainingrelationships with alldepartments and their
clients to enhance the company collections efforts Successfully assisted business
development teams on designing callreportingto enhance coachingand developingto
decrease wrap time from 40-50% to 19% or lower.
Developed a Collections Dashboard Report Worked with Telecom to bring the callabandon
rate from 30% to 4%.
Developed a trackingsystem with allescalated servicing issues.
Designed a repossession tracking report that tracked agents performance Created a Queue
Manager Macro in Excelfor the collectors.
This cut the queue loading time from 30 minutes to 2 minutes.
Designed Macros specifically for collections,skip tracing, and specialty associates to cut load
times in half.
Director Of Merchant Services (US & CAN) Feb 2011to Nov 2013
Chase Paymentech － Dallas, Tx
Director over Collections Department and Merchant Services for the US and Canadian sites.
Skillfully analyzed processes and converted a major procedure to a computerized system.
Developed Standard Operation Procedures for both the US and Canadian sites.
Developed and maintained policy and procedures for US and Canadian sites. (CRM collections
systems, Shared point sites, and daily collections practices).
Maintained the integrityof the companypolicies and procedures, which is to treat customers
with the highest levelof respect, both internaland external.
Directly responsible for building and maintainingrelationships with the companies merchants
and their clients
Managed the integrity of the companypolicies and procedures to adhere to the Fair Debt
Collections Practice Act (FDCPA), AML, Reg Z with loan servicing , UDAAP, and Information
Sharing.
Directed a comprehensive, major initiative that redesigned processes,procedure
development, documentation, employee training, monitoring, and auditingfor the
department.
Created a definitive methodologyto measure results and produce consistent and ongoing
improvements.
Designed CRM holdingqueue for allcredit card rejection codes, bankruptcies, and other
issues for specialhandling.
Prepared and reviewed various monthly, quarterly, and annualreports for senior
management.
Monitored adherence to a broad range of regulatory requirements.Developed and maintained

3. policy and procedures for US and Canadian sites. (CRM collections systems, Shared point
sites,and daily collections practices)
Successfully developed and implemented programs to mentor staff Used innovative programs
to motivate staff and create an energetic and successfulwork in environment.
Worked carefully with programmers to create workflow processes to track collection
recovery rates and by implementingeffective, sophisticated industry program called PCM
(Pre-Collections Management).
Collections Manager/ Global Manager Feb 1999to Dec 2011
Wells Fargp Dealer Services － Irving, Tx
Managed over 28 employees remotely across the United States.
Created monthly action plans for each direct report, tracked and coached daily performance
and developed strategies to surpass alldelinquencyand charge off goals foreach branch
office.
Created innovative ways to effectively monitor performance remotely by utilizing Centergy,
Live Meeting, Vista Plus Reports and other management reports provided bythe branch
office.
Held weekly trainingsessions on P&P and basiccollection techniques.
Developed relationships with RCC Managers and supervisors to effectively communicate
goals, concerns and anyadditionalneeds of that particular branch office daily.
Managed a portfolio of accounts and developed strategies to attain good performance in
order to meet alldelinquencyand charge off goals.
Motivated teams by effectively translating problems into practicalsolutions.
Won an award of excellence for innovative development of the GlobalSWATdepartment.
Education
1996
Marlin Christian Academy －Colleyville, Tx
Skills
Auditing, Avaya, Benchmarking, Business Administration, business development, coaching,
continuous improvement, credit, CRM, clients, Customer Service,designing,documentation,
employee training, senior management, executive management, senior management, hiring,
Leadership, Macros, Managing, mentor, Excel, Office, SharePoint,payroll, policies, procedure
development, processes, Process Improvement,quality,QA, QualityControl, qualitycontrol,
reporting, Supervisor, Telecom, translating,Vista, annualreports