Customer Service Manager
Resume:
IRA FRANKLIN
Jacksonville, Florida 32211
************@*****.***
SUMMARY
Proven Credit & Collections (Consumer & Commercial) and Customer Service,
professional with exceptional people and office management skills.
Experienced change agent and problem solver with well developed negotiating
and analytical skills to effectively resolve issues under time sensitive
deadlines. Specific areas of experience:
* Credit & Collections Issue resolution
Hiring & Training
* Billing & Auditing Coaching & Feedback
Negotiating settlements
* Policies & Procedures Systems Development
Collection agency mgt
* Process Improvement Team Building & Leadership
Interpersonal relations
SUMMARY OF POSITIONS HELD
Credit & Collections Manager - American Express
Customer Service Manager - American Express
Senior Credit Manager & Underwriter - Bombardier Capital (Loans
& Leases)
Litigation Manager - Bombardier Capital (Commercial & Consumer)
Recovery Manager - Bombardier Capital (Consumer & Commercial)
Collection Manager - Bombardier, Chrysler Financial (Automotive
& Equipment)
Collection Agency Owner & Manager (Fidelity Credit Services,
Inc, 10 years)
PROFESSIONAL EXPERIENCE
Chrysler Financial Services Americas LLC, Jacksonville, Fl.
2008 - May 2010
Attorney/Agency Services Management Group Representative 2009 -
. Review & process attorney/agency invoices and verify judgments as
received.
. Review & sign court affidavits of indebtedness for Chrysler Financial.
. Maintain witnesses request log for upcoming trials.
. Research various transactions and disputed payment histories and provide
proof.
Pre-Charge Off Representative 2008-2009
. Collect past due loan & lease portfolio accounts in full or negotiate
payment arrangements.
. Evaluate accounts for vehicle repossession assignment.
. Recommend accounts for charge off and referral to outside collection
agencies or legal.
. Communicate and direct outside repossession & skip vendors for return of
collateral.
Automatic Data Processing (ADP), Inc. Jacksonville, Fl.
2005 -2008
Largest payroll processing service in the United States
Sr. Accounts Receivable Specialist-Accounting Department
Collect delinquent large balance Commercial accounts & resolve billing
disputes on a $5-8 million monthly portfolio.
Communicate, research and resolve billing issues with internal & external
departments and all levels of management.
Maintain detailed excel spreadsheet of all accounts and aging for senior
management.
Answer all incoming Accounting calls from clients, Sales, Implementation,
and Customer Service, while providing World Class Service.
Update senior management on any potential issues or concerns and escalate
as appropriate.
Emergency Debt Relief, Jacksonville, Fl.
2003 - 2004
Senior Negotiator
* Contact Creditors, Attorneys and Collection Agencies and negotiate
settlements for clients.
* Review settlement proposals from creditors to determine which is in the
client's best interest.
ALLIANCE ONE, dba Outsourcing Management International, Montego Bay,
Jamaica
International Collection Manager 2002-2003
. Trained and managed 45 Jamaican collectors.
. Managed dialer campaigns for optimum efficiency.
. Audited client accounts for maximum collection penetration and
exceeded targeted goals.
BOMBARDIER CAPITAL, Jacksonville, Fl. 1997 - 2002
Manager - Recovery & Litigation (Consumer & Commercial)
2000 - 2002
* Hired to develop policies and procedures for the recovery department.
* Evaluated accounts for suit worthiness and negotiated settlements &
workouts prior to suit on large ticket commercial equipment leases on a
$200 million portfolio.
* Managed and controlled expenses associated with all legal recovery &
replevins or represented company if mediation was necessary with outside
council.
* Managed the performance of the collection agencies to accomplish targeted
recovery rates.
Senior Credit Manager & Underwriter -Consumer Finance Division (Loans &
Leases) 1997 - 2000
* Facilitated numerous projects for Bombardier Capital (CFD) start up
operations.
* Responsible for initial marketing and set up of consumer dealer base.
* Educated dealers about Bombardier Capital's loans, lease and credit card
programs.
* Responsible for auditing credit underwriters declined and approved
decisions for training opportunities and ways to accommodate the dealer's
needs.
AMERICAN EXPRESS, Jacksonville, Fl. 1988
-1996
Manager - Customer Service 1994 - 1996
* Managed an inbound telephone service center with over 600,000 incoming
calls per month while giving world class customer service.
* Provided various coaching and feedback techniques for career development
and team building which resulted in improved employee morale.
* Identified performance issues and counseled employees using the value
based decision model, which resulted in increased retention of quality
employees.
Manager - Credit & Collections 1988 -
1994
* Supervised inbound and outbound (ACS) call management system, which
increased dollars collected and contacts per hour.
* Completed monthly audits, which reduced expenses and improved collector
effectiveness.
* Co-designed new collection strategies, which streamlined work flows and
enhanced recoveries while maintaining company policy and procedures.
TECHNICAL SKILLS
MS Excel, Word, PowerPoint, Lotus Notes, MS Outlook, APRO, SAP, FACTS,
ScoreNet, Fast Data,
Accurint (Lexis Nexis), FAW (Financial Agent Work Bench), Power
Point presentations, AS400.
EDUCATION AND TRAINING
HR Technical Leadership Skills, Coaching and Feedback
Leadership I, II, III, Diversity Training
TQM Orientation, Orientation to Teams
Managing Change, FDCPA
KASET International - Creating Satisfied Customers
High School Graduate
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