Jennifer Ortega has over 15 years of experience in collections and customer service management. She currently oversees a team of 45+ collection employees as the Collections Manager for a business collections company located in Sandy Hook, CT. Her responsibilities include increasing collections, reviewing collector performance, training new hires, and ensuring compliance with regulations. She also handles escalated customer complaints and disputes with professionalism. Previously, she was the Partner/Operations Manager for a P&G restaurant, where she oversaw all areas of the business and managed personnel.

1. Jennifer Ortega
26 Ledgemere Dr. Danbury CT 06811
203-240-0955
Jennortega27@gmail.com
My current position includes collection duties personally or through the collector team. I oversee
collections staff and provide leadership and guidance. I have excellent interpersonal skills and the ability to
adjust and interact with all levels of personnel.
I serve as a liaison between the collections staff, customer service/support team, upper management,
clients and the customer/debtor to improve customer service, productivity and increase overall collections. I
work thoroughly to resolve a customers/debtor’s issues and complaints with the upmost professionalism.
I am a multitask oriented, organized person that meets deadlines and take great pride in my work. I
have good communication skills, written, oral and reading, in order for the incumbent to accurately obtain,
interpret and transcribe a variety of communications and instructions. I am proficient with Microsoft Office for
Windows (Outlook, Word, and Excel).
Collections Manager
2006-present
Sandy Hook CT
 Currently working in the collection department of a business company specializing in collecting
overdue monies for other businesses.
 Responsible for a team of 45+ collection employees. Created and coordinated work schedule to ensure
coverage and smooth office operations.
 Responsible for increasing collections, reviewing collector performance, training new collectors,
upholding company polices
 Ensure that credit and collection policies, procedures, practices, and documentation meet federal and
state regulations.
 Involved in the tactic planning, including a business plan & strategy development based on the client
inventory and needs.
 Addressing ongoing escalated debtor/customer complaints, disputes.
 Assign, monitor and supervise the work load in collections via staff and client management to ensure
the smooth and efficient flow of work.
 Communicate with government agencies, such as CFPB, BBB and Attorney General regarding
regulations, compliance and consumer claims and disputes
 Interview and hire new employees, completion of all payroll forms and process through Paychex Time
and Labor
 Ensure the courteous and considerate interface with debtors and clients at all times
 Motivated and developed team members, resulting in resolution of issues and improvement in team
cohesiveness and overall performance.
 Developed and implemented strategic objectives to ensure achievement of profitability goals and a
high level of client satisfaction.
P&G 1995-2006
Partner/Operations Manager
Brookfield CT
 Oversaw and coordinated the planning, organizing, training, and leadership necessary to achieve objectives in
sales, costs, guest service and satisfaction, food quality, cleanliness and sanitation.
 Managed all areas of the restaurant and made final decisions on matters of importance. Participated in the hiring,
training, scheduling, development and performance evaluations for the dining room and bar personnel.
 Adhere to company standards and service levels to increases sales and minimize costs, including food, beverage,
supply, utility and labor costs
 Interacted with staff and customers to ensure am enjoyable experience.