This document is a resume for Diane Teeguarden, who has over 20 years of experience in credit and collections management. She has a proven track record of improving collection results, driving profitability, and exceeding cash goals. Her experience includes overseeing staff, managing large accounts receivable portfolios, and working in various credit and collections roles at several financial institutions. She is skilled in areas like problem solving, decision making, planning, and effective communication.

1. Diane Teeguarden
12635 West Bobwood Road, New Berlin Wi 53151
dmteegss51@aol.com
(262) 796-1130
Summary
A versatile, goal oriented professional with twenty plus years experience in the credit and collection industry. Key
strengths include exceptional leadership skills, motivation and innovative thinking to obtain optimum performance results.
Substantial experience in problem solving and decision making, to include: credit management, corporate policies,
performance appraisals and objectives. A dependable, thorough, and well-organized planner who communicates
effectively.
Accomplishments
 Instrumental in improving collection results. Drove profitability and customer satisfaction by successfully managing
an accounts receivable portfolio of $5.5 million by effectively resolving past due balances and disputes. Driving
results consistently surpassed cash goals, my yearly average of 116.5% exceeded the team’s average by 17%.
 Oversaw/ supervised/ managed/and directed a staff of 13, while successfully accomplishing proven results in high risk
lending and collection.
 Improved collection percentages by 30% on a $165 million dollar portfolio, which contributed to the department’s
success in keeping overall delinquency at a low of .81% and net charge-off at $800,000.
 Successfully branched into the subprime wholesale mortgage industry as a B/C Production Coordinator, managing a
portfolio of 30 brokers. Consistently met production-funding goals, earning monthly bonus.
 Maintained wholesale branch profitability through proactive sale calls. As a team member funded 32 loans without
any sales staff, while still managing daily assigned B/C Production Coordinator job functions, providing superior
customer service.
Employment
Johnson Controls Inc, Milwaukee WI.
Collection Coordinator 05/15/06 - Present
 Manages a $5.5million Accounts Receivable portfolio of installation and service accounts for assigned branches;
plus disputed, high risk customers, improving cash flow by coordinating, driving, and escalating all collection
activities in a timely and professional manner within the credit and collection guidelines.
 Responsible for supporting both internal and external customers in the timely collection of receivables.
 Primary focus is making collection contacts with external customers.
 Facilitates and actively participates in monthly accounts receivable reviews with region/branch personnel.
 Ensures appropriate resolution for identified disputes.
 Recommends accounts for credit hold, final demand letters and handles paperwork for legal action.
 Resolves undistributed cash, credit balances, refunds and cash moves.
 Establishes and maintains good working relationships with regional/branch personnel providing and exceeding
customer satisfaction expectations.
Monster Worldwide Inc, Milwaukee WI. 12/13/04 – 05/10/06
Accounts Receivable Specialist, Commercial
 Managed an Accounts Receivable portfolio through monitoring and collecting on delinquent customer accounts.
 In addition, work closely with internal and external customers including the field offices to resolve disputes,
unapplied cash, and answer all account specific questions while maintaining profitable customer relations.
 Experience using GetPaid, Oracle, Karma and Outlook software.
M&I Marshall & Ilsley Bank, Brookfield WI.
Retail Late Stage Collection Supervisor 09/17/01 - 10/20/04
Retail Mid/Late Stage Loan Collector 02/05/01 - 09/16/01
 Supervised the management of Retail-Wholesale Real Estate collections and credit.
 Oversaw/supervised/managed a collection staff in the handling of Mid/Late stage collections, to prevent non-
accrual, reduce bank losses, including recommendation of litigation or foreclosure.
 Coached and trained a staff to ensure the application of effective and acceptable techniques and methods in the
handling of credit and collections.
 Supervised the management of credit through critical analysis and evaluation of accounts.
 Established and set objective standards. Reviewed performance, completed performance reviews, and took
corrective action if required.
 Resolved issues concerning disputes to maintain profitable relations with customers, to include managing
relationships with correspondent institutions and service agencies. Knowledge and use of dialer system.

2. 2
Countrywide Home Loans, Brookfield WI. 06/05/00 - 01/31/01
Home Loan Consultant - Branch
 Originated Real Estate Conventional loans 1st 2nd and Home Equity Lines of Credit.
 Converted consumer leads and set up loan files via walk-ins, referrals, telephone and from Telemarketing.
 Accepted loan applications and enter in system, obtain credit documentation, disclosures and other forms in
accordance with regulatory and CHL Guidelines, set up loans files, forward loan files for further processing.
 Respond to inquiries to potential borrowers regarding loan programs and loan processes, including application,
qualifying, escrow, closing, refinance, Heloc, conventional loans and FHA. Assist in the closing packages.
Attended closings. Initiate and maintain contact with brokers and realtors, to inform them on loan products and
other services to insure referrals.
CountryWide Home Loans Inc, Brookfield WI. 05/27/98 – 06/05/00
B/C Wholesale Production Coordinator
 Managed a subprime wholesale lending broker portfolio, analyzed credit, process documents, sales.
 Primary functions are to close loans working with Account Executive, acting as a liaison between underwriters
and brokers.
 Developed and maintained relationships with new and existing mortgage brokers through a sales call program.
 Reviewed credit bureau and credit applications to determine financial risk grade, determine amount of credit to
be established, quote prices, review appraisals and titles.
 Contact brokers on the status of loans, collect and discuss all conditions to assure timely closing.
 Review submission for completeness and ordered closing documents.
 Have knowledge of underwriting and funding principles.
WFS Financial Inc., Waukesha WI. 09/01/96 - 05/16/98
Assistant Branch Manager
 Subprime indirect auto lending, collections and sales.
 Reviewed and evaluate credit applications submitted by dealerships, establish financial risk involved, make a
decision on purchasing the contract.
 Determine amount of credit to be established.
 Contact delinquent customers and determine proper course of action needed, to include repossession. Maintain
regular contact with dealerships to solicit contract business.
Firstar Bank, Milwaukee WI.
Consumer Credit/Collection Officer 1989 - 1996
Consumer Credit/Collection Supervisor 1984 - 1989
Consumer Credit/Collection Adjuster 1980 - 1984
 Supervised the management of Elan MasterCard and Visa Credit Card Collections and Credit.
 Oversaw/supervised/managed a collection staff in the handling of 30-120 delinquency, including
recommendation of charge off.
 Coached and trained a staff to ensure the application of effective and acceptable techniques and methods in the
handling of credit and collections.
 Supervised the management of credit through critical analysis and evaluation of accounts.
 Established and set objective standards. Reviewed performance, completed performance reviews and took
corrective action if required.
 Resolved issues concerning disputes to maintain profitable relations with customers, to include managing
relationships with correspondent institutions and service agencies.
Continued Professional Education
Managing Work Force Diversity Conflict Management Interaction Management
Telephone Excellence Leading Effective Meetings Interpersonal Communication Skills
Supervisory Skills Quality of Service Time/Stress Management
Visa/MasterCard Charge-Back Harassment Training Full Spectrum Lending
Cornerstones Successful Management Credit Review Situational Leadership II