Customer Service Management
Resume:
Team-Oriented, Customer-Focused, Results-Driven
Dynamic!
My vision of excellence is defined by the way we perform, as individuals,
teams and as an organization. I develop, and challenge associates, reward
performance and results and value the diversity of our people. I stay
intellectually rigorous and well-managed by being disciplined, anticipating
change and taking ownership.
My upper management level skills are extensive; I am responsible for the
management, oversight, efficiency and profitability of assigned
departments. I am a highly motivated, enthusiastic leader with team
building skills. In addition, to the day-to-day management and tactical
operations of the collection departments; I have the hands on experience in
recruiting, interviewing, hiring, training, and development of both
associates as well as Junior Management employees. The ability to pay
great attention to detail and having the excellent verbal and written
skills are my core foundation.
Being money motivated myself has allowed me to fine tune the following
skills:
V Confident Decision Maker
V Good Communicator - both oral and written
V Ability to motivate and coach
V Highly numerate and arithmetically
V Experienced problem solver
V Excellent organizational skills
V Project management skills
V Outstanding relationship manager
V Very Good report writing skills
V Excellent "focus" approach
Now let's talk about what I can do for you in the present and future! When
filling an opening, we look at a number of factors, such as experience,
demonstrated skills, knowledge and the ability to perform key job-related
duties. I have tackled and overcome many of the challenges and frustrations
you and your company are facing or are about to face. I'm not simply
looking for a job. I would welcome the opportunity to explore with you in
an interview how my skills and experiences can help you and your financial
operations.
Dear Director of Talent Acquisitions:
I am pleased to find your advertisement for a Director of Collections, as
it is a direct match with my experience and qualifications. With the
exception of revenues and profits, the single most important directive is
to develop a management team to produce the necessary results today and be
prepared for growth tomorrow. I hope you read on and consider the value I
will bring to you and your Client financial operations. Here's a quick
summary of what I've achieved in the past:
Credit Administration
Conceiving, developing and executing the strategies and initiatives that
drive revenue growth, competitive market positioning, profits and
shareholder value is what I do best; I have developed and implemented
policies and procedures for collecting public as well as private accounts.
Strong experience managing account portfolios to reduce uncollectibles
through aggressive negotiation of payment arrangements.
Account Management
More than 22 years in the account management, credit, and collections
industry in established companies like the State of Oregon, Commercial
Equipment Lease, and Credit Management Control have allowed me to achieve a
management style that assures an appropriate balance between major elements
of management...i.e., marketing, production, finance, and employee
motivation while maintaining and growing new or established customer
relationships.
Leadership
Instituted training/motivational programs which encouraged the growth of
strong teams that are consistently highly productive and effective. Reduced
total FTE by over 25% while increasing production by 30% in one year. I am
accustomed to working with Customers, Clients and Junior Management staff
and their needs; presenting programs; strategic planning and directing
daily operations.
Now let's talk about what I can do for you in the present and future I have
tackled and overcome many of the challenges and frustrations you and your
company are facing or are about to face. I'm not simply looking for a job.
I would welcome the opportunity to explore with you in an interview how my
skills and experiences can help you and your business.
Yours sincerely,
Joseph E. Schulist
***********@*******.***
Joseph E. Schulist
W9424 Lake Lorraine Road - Delavan, WI 53115
- 608-***-**** E-mail:
***********@*******.***
Director of Collections
Expert in Process Redesign, Performance & Productivity
Improvement
Result-driven management executive with 22 years experience in training,
development and project management. Skilled in internal consultant in
analyzing existing operations and implementing the strategies, processes
and technologies to improve productivity and efficiency. Expert in
facilitating change in a workforce to support organizational operations,
financial and quality objectives. Strong P&L management, cross company
strategic project management, information technology, human resources and
benchmarking experience. Expertise in:
> Customer Relations Team-building / Staff Training
> Policy / Procedure Development Business Systems
Implementation
> Productivity / Process Improvement Strategic planning
PROFESSIONAL EXPERIENCE
THE SCHWAN FOOD COMPANY, Elkhorn, WI August 2004 to February
2006 Customer Service Manager
Providing a high level of customer service to an established customer base.
Informing customers of new products and promotional items. Building one-
to-one relationships utilizing entrepreneurial spirit and superior customer-
service skills.
CREDIT MANAGEMENT CONTROL, Racine, WI May 1999 to June
2003
Director of Operations
With the exception of revenues and profits, the single most important
directive was to develop a management team to produce the necessary results
today and be prepared for growth tomorrow. In charge of strategic
planning, development, staffing, management and financial performance for
five collection departments and 80 employees. Direct functions involving
customer contact, billing and accounting. Train, direct and motivate staff
and junior management. Manage and coordinate action plans for daily
operations, establish work priorities and ensure client satisfaction.
Direct project efforts in support of goals.
> Managed to grow collections from $10.6 million (2001) to $13.3
million in 2002; with a loss of $84 million in placements.
> Fees generated 2002 - $3.5 million - $800,000 increase over 2001
- this is with no new sales for the last five years.
> Opened and managed new Whitewater office, (July 00 - Feb 03) for
18 months - 16 of which were profitable - Promoted to Director
of Operations. Set-up and managed new Government Department,
(May 1999) Primary liaison with governmental entities.
Government Clients are ranked 3rd and 9th on CMC's top 10 fee
producing clients for 2002.
Joseph E. Schulist Resume - Page
2
Commercial Equipment Lease, Eugene, OR July 1996 to
April 1999 VP of Collections
Directed all collection activities for multi-state area in accordance with
established company precepts in a manner that resulted in maximum sales
with minimum bad debt. Identify areas of strength and weakness and
Implement Company polices, standards, and changes in operation that
optimizes productivity and the bottom line of profit. Demonstrated ability
to motivate staff in different departments to maximize productivity and
control cost through the most effective uses of manpower and available
resources. Established working relationships with external agents such as
Brokers, Attorneys and Repossession Services.
> Managed portfolio, analyze collection trends and roll rates.
> Brought delinquency from 13% to 3%, Industry average is 2%.
> Managed and trained the Collection Department.
> Maximized relationships with Sales Staff and Brokers.
State of Oregon, Salem, OR May
1987 to June 1996
Department of Justice / Department of Revenue
Child Support Agent / Revenue Agent
Determine most effective means to discover assets and determine most
effective means to obtain the assets to satisfy the delinquent obligations.
Acted as Department resource for staff and agency's representative in
court hearings, bankruptcy court, probation violation hearings and
administrative hearings. Ensured compliance with the Law
Department Of Revenue - Employee of the Year Award
> Numerous Letters of Recognition, Citations and Achievement
Awards both at Department of Revenue and Department of Justice.
> Managed Child Support cases interacting successfully with all
types of clients - had administrative law authority.
> While Revenue Agent III did field collections, negotiating with
individuals from various economic and social backgrounds to
secure payment of delinquent taxes.
> Created policies and procedures for newly established skip trace
unit - acted as Lead Worker in this department for 2 years.
> Unemployment Insurance Benefit department - collected overpaid
unemployment benefits, attended court hearings, and negotiated
mediation agreements.
Contact this candidate