Call Center Manager Management Supervisor Business
|Matthew E. Haddon firstname.lastname@example.org Cell: 407-***-**** Winter Springs, FL 32708
Vision Asset Management Group, LLC., Altamonte Springs, FL
**/**/**** ** *******
Direction and management of all aspects of operations within call center location. Opening & closing of facility, following all necessary safety & security measures. Overseeing, guiding, and instructing staff of collection associates. I create, and make adjustments to, the employee work schedule. I conduct interviews, handle hiring and firing, facilitating & direction of new hire training, and all other matters of interest, or in need of my attention. The maintenance of account files; reviewing activity, sorting, and disbursement and assignment of account files. The resolution of employee & customer concerns, complaints & requests. Generate necessary documents & correspondence. Enforcement of office standards of conduct, quality of job performance, trouble-shooting and diffusing of conflicts & concerns among team members.
Northstar Location Services, Longwood, FL
¬¬¬¬¬¬¬¬¬¬¬¬04/01/09 to 11/30/2011
Employing of professional levels of communications skills, advanced collections industry knowledge, and specialized negotiations skills. I am achieving an impressive and consistent track record. My day consists of pursuing payment & settlement arrangements of unsecured accounts. I work well within my team, and my supervisory background provides the experience & skills needed to effectively assist other team members to achieve their goals as well. I’m at home in a call center environment. I am at the senior level of the collections business, and consistently holding steady in the top 5% out of 350 collectors, companywide in year-to-date rankings. Right up until Northstar closed the Longwood, Florida office, I was in first place in year-to-date rankings. I was offered a position at the Buffalo, NY office of Northstar, however, I declined. I maintain a positive relationship with members of upper management.
Credit Control Inc., Longwood, FL
10/2007 to 03/2009
Initially, I started out as a senior collector, and soon thereafter received a promotion to supervisor based on my performance record. My responsibility was to oversee and guide a team of up to 15 team members. I worked with a proactive approach, troubleshooting and problem solving, in order to groom my team to succeed. We attained high rankings, maintaining the team with a spot in the top 10 consistently. Adeptly monitored the call center operations, and observed and directed the dialer team system to work in the most proficient manner possible. I obtained praiseworthy results, driving the team to the top of the rankings, leading to multiple achievement awards.
Wells Fargo Financial, Lake Mary, FL
Collections Supervisor/Mortgage Underwriter
11/2004 – 10/2007
Supervised, mentored, and motivated a team comprised of 12 to 16 team members in the Wells Fargo Auto Division. Consistently met and exceeded goals on a monthly basis. Applied my professional experience and collections skills to guide my team and lead them to succeed. Our team consistently ranked in the top 10% of the team rankings within the company. I, as well as my team members, received many awards and recognition for our accomplishments. Several times earning the honor of the “Team of the month” I built a solid relationship, as well as a good reputation, with my team members and fellow Supervisors and their teams. When I left Wells Fargo, I had a winning team of some of the best collectors to be found. I feel that with my guidance, I helped them to become stronger, more effective workers, by doing side-by-sides, overseeing results, providing feedback to help improve performances.
Entec Polymers, Inc., Maitland, FL
Credit & Collections Manager
07/2003 – 09/2004
Management with assertive, effective control of an accounts receivable portfolio consisting of approximately 1700 accounts, consisting of an average A/R balance of 22 million dollars. I consistently surpassed various financial analysis ratio goals such as DSO, bad debt expense, and delinquency bucket goals
Ocwen Federal Bank, Orlando, FL
08/1999 to 11/2002
Supervised and motivated a team comprised of 10 to 15 individuals. We worked both mortgage and credit card accounts in a call center environment. We exceeded monthly goals on a consistent basis. I applied strong communication, motivational, and negotiation skills to excel as a team. Set several performance records within the division working both secured mortgage & unsecured accounts.
Commercial Financial Services, Inc. Tulsa, Ok.
Senior Collector/Collections Supervisor
04/1994 to 08/1999
This was my initiation into the collection industry. I began with holding a position as a credit card collector, for 3 years, I then attained a position as a Collections Supervisor for the remaining 2 years, up until the company ended up closing down. I applied my strong communications and leadership skills and positive drive and took necessary steps to build a strong workforce within my assigned team. My honest work ethic and results oriented attitude provided the right structure to lead my team to achieve their best. I took the initiative to assure that my team effectively serviced the portfolio of unsecured accounts placed in our department. I was consistently ranked in the top 5% of company rankings for collectors. Successful in the secured, big balance accounts in the older RTC account area. I attended the outstanding training classes at CFS, by far the most comprehensive collections industry training I have received to date. In addition, I also attended the “Karrass Effective Negotiating” Seminar. While at CFS, I was given all the important tools to succeed in the collections world. This is where I learned to be the high hitting, million dollar collector I have become.
Net Profit Bookkeeping & Tax Services
Established: 1987, Sold: 1999.
Ensure Managed and prepared reporting of the accounting functions through the preparation of the financial statements for various client companies. I obtained several accounts I serviced on a contract basis. I am proficient and knowledgeable in handling of the general ledger, A/R, A/P, payroll, payroll reporting, budgeting, month-end closing, account reconciliations, and financial statements, and handle complete tax services, both personal & business. I have advanced skills using Quicken and QuickBooks Pro.
Northeastern State University, Oklahoma
09/1992 to 09/1995
Bachelor of Science Degree in Finance, GPA: 3.62
Oklahoma State University.
09/1984 to 12/1986
Associates of Science Degree in Accounting, GPA: 3.26
References will be provided, upon request.
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