Customer Service Representative
Resume:
DAVID P. TAYLOR
**************@*******.***
http://www.linkedin.com/pub/david-taylor/21/373/a19
Summary
Finance professional with several years experience in credit and
collections, customer service and supervisory roles. Known for building
relationships with customers and working with team members to achieve
goals.
Professional Experience
THE 4TH JUDICIAL DISTRICT ATTORNEY'S OFFICE OF EL PASO COUNTY
Colorado Springs, CO
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Economic Crime Specialist
2010
Volunteer as an Investigation Technician to assist in researching financial
crime.
. Review and documentation of evidence in preparation for trial.
. Prepare court orders for affidavits and production of records
. Interview victims
. Document collection from banks
. Maintain check fraud spreadsheets
THE 4TH JUDICIAL DISTRICT ATTORNEY'S OFFICE OF EL PASO COUNTY
Colorado Springs, CO
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Systems Clerk County Court Division
2010
Volunteer as a Systems Clerk for the 911 database.
. Assist in collecting data necessary for the prosecution of domestic
violence cases.
FORD MOTOR CREDIT COMPANY
Colorado Springs, CO
Credit Analyst 2007 - 2010
Analyzed and decision offerings submitted for financing in the Originations
department for the Commercial Credit team.
. Developed and maintained strong business relationships
. Advised salespersons of ways to modify deal structure to improve chances of
funding the offering while adhering to purchasing standards.
. Effectively maintained a consistent policy based on dealer support and
liquidation experience
. Used knowledge of procedure and purchase policy in order to balance risk and
quality for growing the portfolio
. Solicited financial data and corporate information when appropriate for Line
of Credit consideration
. Reviewed and cleared contract discrepancies
. Oversaw credit investigations and performed investigations as required.
. Supported discounting and investigation teams to ensure procedural
compliance
Team Lead / Role Model 2003 - 2007
Performed functions of a Team Lead reviewing appropriate reports, delegation
of work assignments to Customer Service Representatives, monitoring
delinquency, account reviews, decision accounts for skip, repossession,
charge-off and reschedules.
.Reviewed and decision specific delinquent accounts for the Loss Prevention
and Total Loss specialty teams
.Assisted employee development with side by side training, monitored
performance against objectives
using Centre-Vu software and peer monitoring sessions
. Completed call calibrations for team and individually reviewed strengths and
opportunities with team members.
. Evaluated subordinates by acknowledging good decisions and mentoring areas
for improvement
. Assisted team members in resolving account issues
. Resolved escalated calls on a supervisory level
. Prepared dealer trend reports to monitor losses in vehicle liquidation and
delinquency trends resulting in the implementation of action plans to reverse
and monitor the trend.
. Generated ideas for process improvement to increase employee satisfaction.
Created team contests to improve ease of contact and call back times resulting
in increased morale and employee recognition. Customers benefited from faster
service.
. Maintained misrepresentation log to investigate and resolve fraudulent
contracts
. Acted as court witness and as a liaison for local counsel resulting in
improved coordination between outside legal counsel and internal legal
departments
Customer Service Representative 1993 - 2003
Reconciliation of delinquent accounts, product and satisfaction issues.
. Reviewed Daily Delinquency/Loss/Productivity reports
. Bankruptcy review
. Developed Customer Service Job aids to educate team members resulting in
increased customer satisfaction and reduced credit losses
. Performed dealer wholesale audits
. Vehicle liquidation - appraised, sold and arbitrated abandoned, lease termed
and repossessed vehicles at auction. Disposal of vehicles within 15 days
reduced time in inventory resulting in higher sales price
Education
B.S. Business Administration - Psychology Minor
Plymouth State College (now known as Plymouth State University), Plymouth,
N.H.
Professional Development
. Six Sigma Green Belt Certified
. Pikes Peak Community College - Principles of Speech Communication
. Colorado Career Ready Certification - Gold
Technical & Specialized Skills
. Microsoft Office suites
. Debt Manager
. Pinnacle
. Work Flow
. NICE Evaluator
. Centre-Vu peer monitoring
Contact this candidate