1. Karen Brown
◆ Creative ◆ Innovative ◆ Motivated ◆
3280 SW 170th
Ave Apt# 1301, Beaverton, Oregon 97003
208.631.5565
kbtoys17@yahoo.com
Objective
Seeking a management position where my skills and experience can be effectively utilized
for “increased profitability and reduction of risk by developing a dynamic team.” I look
forward to utilizing my experience in managing employees and processes to create an
energized workplace, while moving the company forward. I am excited to network between
departments to create bench strength, bring new business ideas, processes and training to
fruition. I am looking for an opportunity to execute on the many responsibilities I'm passionate
about; increasing revenue and process development.
Key Skills & Qualifications
• Experience managing multiple projects and meeting demanding deadlines through use
of innovative concepts
• Excellent organizational, written, verbal and time management skills
• Excellent problem solving skills – obstacles are quickly and effectively addressed,
ensuring project completion
• Ability to network effectively between departments, peers and leadership
• Unique leadership philosophy based on the employee's individual motivations and
career goals
• Flexible, proactive and forward-thinking attitude
• Ability to deliver on Company vision and values
Collections Supervisor, November 2016- Present
US Bank, Portland, OR
Responsibilities:
• Manage, coach and develop front line manual team employees
• Interview and place new hire external candidates./ Ongoing training
• Monitor and track trends to ensure results. Responsible for the team metric
results/success.
• Maintain Performance Progression Plans up to and including termination
• Responsible for team motivation and contests to drive the business

2. Patient Care Coordinator, February 2016- November 2016
Gentle Dental, Beaverton, OR
• Offer first class customer service both on the phone and in person
• Verify current benefit information and frequencies to ensure proper billing
of services
• Schedule and arrange daily work flow for the hygienists and dentists
daily, weekly and monthly
• Ability to multi-task in an extremely busy and challenging environment
Collections Center Supervisor, November 2008-June 1, 2015
Wells Fargo Dealer Services, Meridian ID
Responsibilities:
• Manage, coach and develop front line employees, back sheet employees
and Specialist.
• Interview and place new hire external candidates and internal candidates./
Ongoing training
• Monitor and track trends to ensure results. Responsible for the team metric
results/success.
• Maintain Performance Progression Plans up to and including termination
• Responsible for team motivation and contests to drive the business
• Responsible for accurate C/O Projection
• Helped support and drive the business in the RCC Manager’s absence for
several months.
• Previous Acting OPS Manager and RCC manager in manager absences.
• Activities Committee 2010- Co-ordinate activities to motive and lift office
morale.
• Supported the entire Boise RCC while peer supervisor was supporting a
sister office.
• P&P Committee- Present P&P Updates and cascade to all departments in
RBC.
• Participated in Alert Find Exercise to ensure accurate and up to date
contact information.
• Received Shared Success Award from my team - 2009.
• Recipient of the Employee of the Month Award - April 2010.
• Received Shared Success Award for my participation in the Alert Find
Exercise - 2011.
Customer Care/ Retention Coach, January 2005 - 2008
T-Mobile Call Center, Meridian ID
Responsibilities:
To support my team, comprised of 15 CSRs and a supervisor, by:

3. • Providing formal and informal coaching and training sessions to modify
CSR behaviors
• Completing detailed analysis of individual and team performance data to
identify trends and create action plans
• Providing career development through the implementation of individual
Blue-chips
• Accurately recording payroll, employee performance reviews (quarterly
and annually) and coaching conversations (weekly)
• Handle customer inquiries and escalated calls
• Manage team performance through individual and group coaching
sessions (daily and weekly)
• Utilize the Performance Improvement Process when performance does
not improve within established company timeframes
• Completed formal Monthly and Quarterly Review meetings to discuss
individual performance versus goals and contributions to the business
• Interim Team Manager in manager absence supporting a staff of 119, seven
teams of 15 representatives each, one Coach and one Senior Representative
per team
• Ranked number one Retention Coach for 13 consecutive months
• Internal &External Hiring/ Training and Outsource groups /Participated in Job
Fairs along with HR
• Nominated for a “Shining Star” Award for working with HR in a recruiting
capacity
• Co-Owner of “Top Cats Program” to recognize and develop our “top 5 %
performers”.
• Provided new hire training / ongoing training to teams on a monthly basis.
(30% job scope)
• Interview, select and place new hire external candidates / Interview internal
Candidates
Supervisor, June 1999 – January 2005
Capital One, Boise ID
Responsibilities:
 Collections / Escalations Team / Small Business / Account Management
Supervisor
 Supervise, coach and develop 15+ associates in four departments
 Motivated team through contests and rewards / Monitor and track trends to
ensure results
 Present and document appraisals and phases (performance progression
plans)
 Train external Outsourcing Groups /Training liaison / Trained New Hire and
Temp Classes

4.  Training Liaison / CRS Solutions Liaison / Liaison for Temp Agency / Payroll /
SOS Liaison
 Trained New Hire Collections representatives and Temp employees
 Owner of CRIS Audit & Updates ( Online Resource Tool)
 Winner of two “Blow Your Doors Off” Awards
Education
High School Diploma, Borah High School Boise, Idaho
Boise State University
Certificates
◆Meridian Trainer University, 2005
◆Leadership Academy, 2005
◆Get More Commitment for Leaders, 2006
◆Leadership Skills: The Basics 2005
◆Leadership Skills: The Basics, 2006