Teena Robben

Experienced Collections and Account Management professional with 20+ years of experience in consumer and commercial collections, account resolution, portfolio management, payment negotiation, and customer service. Proven success managing delinquent accounts, negotiating payment solutions, resolving financial obligations, and maintaining detailed account records.

Background includes collections for financial institutions, commercial leasing, the IRS, and debt resolution organizations. Also brings extensive small-business management experience overseeing scheduling, invoicing, payments, purchasing, and day-to-day operations.

Collections Specialist - ZWICKER & ASSOCIATES - Hebron, KY

(2023-08 - 2025)

• Manage consumer accounts with outstanding debt and work directly with customers to resolve delinquent balances.
• Partner with consolidation companies to facilitate resolution of consumer debt, including American Express accounts.
• Communicate professionally with consumers regarding account balances, payment options, and resolution strategies.
• Negotiate payment arrangements and work toward successful account resolution.
• Maintain accurate account information and document collection activity.
• Handle sensitive financial information while maintaining professionalism and confidentiality.

Office Manager / Owner - EDS GARAGE DOOR INSTALLATION & REPAIR - Independence, KY

(1997-01)

• Manage administrative and financial operations for a family-owned overhead door installation and repair business.
• Handle incoming customer calls, scheduling, appointment coordination, and customer communication.
• Order doors, materials, and supplies based on customer and project requirements.
• Prepare invoices, collect customer payments, and maintain financial records.
• Monitor business expenses and pay operating overhead.
• Coordinate daily operations and ensure customers receive timely service.
• Manage multiple responsibilities simultaneously while maintaining accurate records and strong customer relationships.

Account Portfolio Manager - INFORMATION LEASING CORPORATION - Cincinnati, OH

(1998-09 - 2003-06)

• Managed a portfolio of commercial B2B leasing accounts.
• Performed business-to-business collections on delinquent leasing accounts.
• Contacted customers regarding past-due balances and negotiated payment solutions.
• Monitored account activity and followed up on outstanding obligations.
• Maintained professional relationships with commercial customers while pursuing timely payment.
• Recognized with the Big Dawg Award for performance.

Certified Nursing Assistant (CNA) - ROSEDALE MANOR - Latonia, KY

(2003-02 - 2005-06)

• Provided direct patient care in a skilled nursing environment.
• Assisted residents with daily living activities and personal care.
• Monitored vital signs and supported patient comfort and safety.
• Assisted with wound care and medication-related responsibilities.
• Maintained accurate patient information and communicated with nursing staff.

Late Stage Collector - FIFTH THIRD BANK - Cincinnati, OH

(1997-09 - 1998-09)

• Managed severely delinquent automobile loan accounts.
• Contacted customers regarding accounts approximately 90 days past due.
• Negotiated payment arrangements and worked to bring delinquent accounts toward resolution.
• Handled repossession-related collection activities.
• Documented customer communications and account activity.

Tax Examining Clerk – Collection Branch - INTERNAL REVENUE SERVICE (IRS) - Covington, KY

(1986-01 - 1997-01)

• Worked within the IRS Collection Branch handling delinquent taxpayer accounts.
• Assisted with collection activity involving delinquent Forms 1040, 940, and 941.
• Reviewed account information and documentation to identify outstanding tax obligations.
• Communicated regarding delinquent accounts and supported collection efforts.
• Maintained accurate records and handled confidential taxpayer information.
• Worked within established federal procedures and regulations.

Nursing - Brown Mackie College – Cincinnati, OH (2007 - 2009)

High School Diploma / Some College