Manager Customer Service
Resume:
William H Jefferson
Upper Darby, PA 19082
Home: 484-***-****
*******@****.***
Employment
*/**-******* ** **** Landen Litigation/Bankruptcy Specialist I Wayne, PA
Organized and led focus groups to effectuate better interdepartmental communication
Created Agency Audit Analysis System, currently used throughout the organization; US and abroad
Effectively manage 2 collection agencies: My agencies consistently produce the highest return
Organize, review and prepare contracts for Litigation procedures
Knowledge of various resolution strategies for complex and routine workout situations
Proficiency in loan documentation and knowledge of state and federal law
Negotiate in the best interest of the organization and under difficult circumstances
Strong organizational, negotiating and analytical skills, with focus on problem resolution
Proficient in Microsoft Office products, Oracle, Pinnacle, PACER, CBR, D&B, LexisNexis, AS400
Effectively communicate orally and in writing to a wide audience of external and internal clients
Received the title Subject Matter Expert due to my vast knowledge of litigation and bankruptcy procedures
Responsible for training new employees
10/06-12/07 De Lage Landen Collector II Wayne, PA
Large Ticket Collections (>$250k) – Continuous drop in delinquency with my book
Manager of the Microsoft Financing delinquency portfolio
Manager of DLL’s Indirect Portfolio
Made collection calls, negotiated late charge settlements and developed repayment plans
Established internal and external relationships to assist in collection efforts
Resolved intricate misapplication issues
6/06-10/06 AmeriGas Collections King of Prussia, PA
Business to business collections, Located missing invoices, Made collection calls to businesses
Resolved delinquency
11/04-1/06 Advanta Bank Corp Sales/Retention Horsham, PA
Trained in all aspects of credit card customer service specializing in:
Diffusion of inbound cancellation calls by selling existing customers on the benefits of their accounts
-- 74% Retention rate (Department average 56%)
Contact potential customers to complete abandoned applications received by Advanta
-- 100 applications per month processed
Assisted management with the creation of new processes for department
Fielded inbound calls from potential customers, explained benefits of our services
7/02-9/04 Chrysler Financial Account Manager Horsham, PA
Average contact rate: 160 calls per day
Recognized by management with an excellence award 07/04
Applied skip tracing techniques to locate customers
Reported daily team statistics to Team Leader
7/00-7/02 Patriot Bank Mortgage Loan Officer Pottstown, PA
Originated Prime Mortgage Loans
Average Monthly Loans Closed: $750k
Self generated and followed up on leads
Pre-qualified potential customers by determining their credit risk
Coordinated loan closings with customers; explained all documents signed
Acted as liaison between customer, underwriting, appraisers, and title agency
3/99-7/00 WFS Financial, Inc. Loan Service Counselor Plymouth Meeting, PA
Insured the continuous payment of auto loans
Average calls: 150 per day
Recognized in the company’s newsletter as a contributor to the Share Program
Implemented new filing system
Assigned repossession of securities
Serviced accounts between 30-120+ days delinquent
2/98-3/99 ECC Management Services, Inc. Collection Manager Plymouth Meeting, PA
Supervised floor tax collection unit of 3-5 people
Main Client: Attorney General for the Commonwealth of Pennsylvania
Personal & Commercial Tax Collection; Income, Corporate, Sales, and
Employee Withholding taxes. Other-welfare, tuition, PACE, and PennDOT
Minimum contact rate: 160 calls per day
12/96-12/97 AFRC Garmisch Resort Attendant Garmisch-Part., Germany
Armed Forces Recreation Center; Customer Relations
Reservations, payroll, clerical, managerial, and all duties assigned
6/95-11/96 Pilgrim Tours and Travel Travel Consultant Morgantown, PA
Specialized in complex trans-world itineraries
Devised travel plans for missionaries
Dealt directly with customers, airlines, and wholesalers
Education
1/11- Present Cabrini College
Currently enrolled in the Master of Science in Organizational Leadership
2/04 Golden Gate Univeristy
6 credits earned toward Master of Science in Finance
2/03 University of Phoenix
MBA - 10 credits earned toward MBA degree in Global Management
6/91-5/95 Albright College, Reading, Pa.
BA History
Phi Alpha Theta – The National History Honors Society - Albright Agon,
literary publication, contributor - 91.3 WXAC, college radio, radio
personality - Domino Players, thespian society, actor
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