Customer Service Manager
Resume:
TERRY L. SHEPHERD
**** ******* ***** ? Columbus, Ohio 43219
************@*********.***
QUALIFICATIONS
Over Twenty (21) years of management experience in collections and
customer service within personal & business lending,
telecommunication, retail and mortgage servicing fields. With a
history of improved performance; leads teams through a results-
oriented approach by instituting process improvements, coaching and
individual development. Proven communication skills, which improve
internal and external relations. Major strengths include:
* Management experience * Problem Solving *
Predictive Dialing Administration
* Collection Strategy * Leadership skills *
Coaching and development
* Customer focus * Planning and organization *
Process improvement
PROFESSIONAL EXPERIENCE
Allistar International Inc.
(03/2010-Present)
Call Center Manager
Managed a team of Eight (10) virtual Call center employees.
Responsible for managing daily operations, accounting, accounts
receivables, accounts payable, deposits, and payroll. Additional
responsibility coaching, monitoring, training, and interviewing.
Developed a daily strategy to effectively impact sales by 35% .
Established goals and standards, which resulted in outstanding
customer service and productivity in sales.
Instituted weekly and monthly coaching in order to enhance the level
of customer service while creating an effective coaching vehicle.
Columbus Department of Recreation and Parks, Columbus, OH
(05/2008 - Present)
Assistant Director
Managed seven (7) employees at Whetstone Park and Roses recreation
center. Responsible for assisting in planning, organizing,
coordinating and conducting competitive activities and special events.
This is a part-time position involving a flexible 20hrs/week. Under
general supervision, employee will operate front desk, greeting and
servicing the needs of the public. Additional duties would include,
but not limited to, operating registration system, order and stock
supplies, and marketing
Developed a monthly itinerary of programs that lead to increased
attendance and participation.
Improved employee coaching and training program.
Implemented procedures to guarantee delivery of equipment and
materials for classes and clinics.
Improved payroll and reporting procedures.
Medco Health Solutions, Dublin, OH
(11/2009 - 03/2010)
Customer Service Specialist
Responsible for answering numerous of incoming calls in a call center
setting and assisting Clients and members with mail order issues,
coordinating and conducting medical and prescription
delivery's/searches and review of insurance benefits, claims and
denials. Experience in reviewing of insurance benefits, claims and
denials. Medicaid and Medicare. Interacting with Pharmacy, Physicians
and Nurses.
Completed Medco Health system training.
Graduate from Medco Health customer service Magic program.
Completed software training in: ESD-Medco Health Solutions, SOP
Microsoft, Medco Drug Reference Guide: State Controlled Drug
Information-Generic Medication, Total View Agent Web Station,
Microsoft Outlook, Office Communicator, Medication Calculations
software.
Columbus Finance, Columbus, OH
(09/2007 - 10/2008)
Collections Supervisor,
Managed a team of six (6) associates with the responsibility of
handling over $2.2M in outstanding Receivables. Recruited, hired and
trained staffed. Effectively designed and implemented operational
policies. Completed and monitored annual budget for the department.
Developed collection strategies that included repossession and legal
procedures.
Implemented training and scheduling strategies to effectively reduce
and maintain a favorable bad debt percentage, which resulted in a
51% improvement.
Recorded a bad debt expense of 2.1%, the lowest delinquency rate since
1995.
Established goals and standards which resulted in a 97.5% increase in
productivity per employee.
Rebuilt the collections department in 2007.
Processed employee's payroll and managed benefits.
TERRY L. SHEPHERD
Allied Cash Advance, Reynoldsburg, OH
Collection Supervisor. (08/2006 -
09/2007)
Managed a team of twenty-eight (28) associates for ten (10) locations
nation wide, responsibility of handling over 3.5M in outstanding
receivables. Recruited, hired and trained staff. Effectively designed
and implemented operational polices. Completed and monitored
Quarterly budget for the department. Developed collection strategies
that included procedures for legal proceedings.
Rebuilt the collection department developed new payroll processing.
Managed department to a delinquency of 5.10%.
Introduced consistent productivity reporting for collection staff.
Implemented stringent coaching and development guidelines, resulting
in a 92% promise kept %.
Developed guidelines for filing legal affidavit of complaint with
municipal court.
Ensure all collection associates are in compliance with FDCPA calling
guidelines.
Telhio Federal Credit Union, Columbus, OH
Collection Manager, (02/1990
- 09/2006)
Managed a diverse team of twenty-eight (28) associates with the
responsibility of handling over $24M in outstanding receivables.
Hired and trained staff. Effectively designed and implemented
operational policies. Completed and monitored annual budget for the
department. Selection and manage outside collection agencies used by
the credit union. Developed collection strategies that included the
Predictive Dialing system. Ensuring that all credit bureau reporting
was handled within set guidelines and payroll ADP.
Managed department to a YTD Delinquency rate of 2.33%
Improved outbound calling productivity by 75% since July 2001.
Instituted stringent coaching and developing objectives for al call
center associates.
Adopted a function based reporting structure, which resulted in a 30%
increase of productivity.
Devised daily calling strategies to effectively impact delinquency
ratios by 2.0%
Instituted monthly quality monitoring in order to enhance the level of
customer service while
Creating a vehicle for coaching and two-way communication.
Recorded a high loan lending approval rate in May 2000 of 89%
Increased reaffirmation approval rates from 59% to 89%.
Wrote and developed mortgage foreclosure procedures that reduced
losses by 42%.
EDUCATION
Franklin University, Columbus, OH
Whetstone Senior High, Columbus, OH
TRAINING
Excel certificate of completion
Single Family Appraisal Evaluation (MGIC) Certificate
Franklin Covey time Management
Lending Approval
Avaya Predictive Dialing System Administrator
Leadership Fundamentals
Collection Policies and Procedures, automatic data processing system
Word, Excel, 10 key adding machine & Mapother Creditors Law
Contact this candidate