Customer Service Manager

***** **** ***** ** ******* TX *****

DAYTIME PHONE CELL 281-***-****

E-MAIL ************@****.***

DONNY S JACKSON

Objective

To obtain a position that will allow me to

demonstrate my collection management experience to

compliment a growing company with its success and

growth utilizing my proven talent and track record

to assist a collection agency to become a leader in

batch tracking.

Professional experience

2009 - Director of operations Redline Recovery

Services

Manage multiple clients to include 1st 2nds and 3rd

placements

Combined portfolio face value in excess of

1Billion.

Motivate collection management and collection staff

of over 200

Direct a diverse collection staff to include

Collection managers as well as Supervisors and

non-exempt employees.

Manage six portfolios that include auto deficiency

Pre-legal, bank card and mortgage.

Reviewing high risk, high balance delinquent

accounts for possible legal action.

Scheduling personnel and hiring staff as needed to

ensure all client goals are meet.

Create collection reports and innovative strategies

to increase revenue.

Set department objectives and team goals.

Reporting directly to the President of the company,

other duties to include Interviewing

hiring/terminating employees as needed.

Creating daily/weekly contests to ensure high

morale and productivity within the departments.

Participating in daily/weekly conference calls with

clients to maintain a good relationship as well as

generating and providing clients with

statistical/raw data as requested or required

2005 - 2009 Department Manager of collections

UNITED RECOVERY SYSTEMS

Managed a large collection staff to include

supervisors as well as exempt and non-exempt

employees.

Managed an $80,000,000 portfolio of dialer accounts

that include auto deficiency and bank card.

Reviewing high risk, high balance delinquent

accounts for possible legal action.

Scheduling personnel and over-time as needed to

ensure all client goal are meet.

Create collection reports to assist in decisions to

increase revenue.

Set and monitor departmental objectives and team

goals.

Aid in developing department procedures for H.R as

well as collection strategy for dialer operations.

Support upper level management initiatives and

involve subordinates.

Interviewing hiring/terminating employees as

needed.

Display energy and daily contests to ensure high

morale within the department/Office.

2004- OSI Collections Services, Inc Dultuh Ga

Litigation Network Manager/Department Manager

* develop staffing plans based on forecast and

estimated production, analyzing and reporting

telephone activity;

* develop and implement Call models

* create call handling strategies

* monitor, coach and mentor Collector to quality

levels and product knowledge

* track call center performance data and quota

levels

* motivate collection teams to reach expected

budget

* develop and implement hiring and training plans

to meet staffing needs and business cycles

* create very innovative outbound Talkoffs

* ability to train collectors in/outbound

collections

* understand the FDCPA and the current state laws

* monitor, coach and train Collectors/Supervisors

to ensure 100% quality service levels to Customers

as well as Clients

* contingency and preventive problem solving to

ensure consistent, quality performance

* meet service level standards (time to answer,

abandon rate, queue time, turnaround time for

response to Customers, etc.) without negative

impact on productivity goals;

2000-2004 Risk Management Alternatives

North Augusta SC Department Manager

( Ensure quality customer service and availability

on all inbound/outbound calling.

( Provide customer service leadership with regard

to all facets of customer contact and operational

analysis.

( Manage, direct and control all activities related

to resources such as headcount, training and

development for the Call Center personnel.

( Set standards of performance for all levels of

customer operations to promote customer service and

meet established company SLA's.

( Monitor the expense process; establish budgets

and constraints to meet expense goals.

( Plan and implement necessary staffing

changes/additions to carry out programs and plans

to meet company goals.

( Create a professional atmosphere in order to

maintain the highest levels of organization

flexibility. Including, the training of employees

and management so that quality service is delivered

and that career paths are obtainable.

(Motivating coaching and mentoring the assigned

collectors.

(Training new hire classes which consists of 5-10

new hires at a time

(Davox dialer, hub experience. Running dialer

campaigns, which consist of dialing up to 25,000

calls per day.

(From April of 2000 till May of 2003 I served the

company as a Top Collector, in which I collected a

minimum of $80,000 in Revenue each month.

(Maintaining Customer and International Client

contact, i.e. Capital One Bank, Citifinancial,

Sears, collections of bankcards and a wide range of

Department stores.

1998 - 2000 Futurecall Telemarketing

Augusta Ga

Call Center Supervisor

Train motivate and oversee up to 25 Telephone reps

Held the position of payroll

attendant/administration for one year

1995-2000 Food lion grocery store

Augusta, GA

Customer service supervisor

Supervising up to nine cashiers, scheduling, and

managing cash flow reports.

Problem solving with irate customers

Education

1998 - 1999 Kerr Business College Augusta, GA

Business Management

Clerical

Microsoft office Programs

American Software

Most Oracle based programs including "cubs" systems

Data Entry

Billing

Words Per Minute/ 60

Proven problem solving skills

Skills

Collecting Training, coaching and motivating hourly

associates

Recruiting for associate positions

Monitoring, attention to detail and following up on

sales, costs and inventory.

Time management, organizing, prioritizing

Evaluating job candidates and hourly associate

performance

References

James Taylor ( Director of Operations) 832-***-****

Micheal Ward (Dialer Operations), 281-***-****

Carie Spencer (Director of Operations) 281-***-****

Contact this candidate