Manager Customer Service

ERICH L. ANDERSON

**** *.**** **.

Tulsa, OK **132

918-***-**** Home

918-***-**** Cell

**********@***.***

CAREER SUMMARY

A successful professional with over 13 years of experience in the Tulsa

area; in multiple industries, with management experience in Finance,

Insurance, Credit, Collections, Sales, Call Center & Human Resources. I

have specialized skills in Consumer/Commercial Credit and Collections, and

Training. I'm a proven leader with organizational and motivational skills

and a sound understanding of operational excellence and service quality.

EXPERIENCE HIGHLIGHTS

District Manager/Area Supervisor

District Supervisor for the district of northeast Oklahoma, consisting of 9

loan companies. Oversaw 9 Managers, 5 Assistant Managers, and 10

Collectors/Loan Originators. Daily activities included staffing of

offices, overseeing all branch operations/activities,

marketing/advertising, quality assurance, customer service, and complaints.

Oversight of all collections and new loan applications, hiring and

training of managers and assistant managers, and making sure that all

stores are following policies and procedures. Responsibilities also

included nightly deposits and bank transactions. Part-time

responsibilities include site maintenance and property management, for

other tenant's issues and complaints.

Assistant District Manager

Directed staff of 15 Career Agents and 8 Reserve Agents, assisted the

District Manager in all aspects of daily branch activities. Primary duties

included training and development of Reserve Agents, interviewing potential

agent candidates, recruiting and scheduling of interviews, and providing

licensing assistance. Other responsibilities included marketing, database

creation, presentations, reserve district meetings, facilitating training,

and developing strategies for success. I was also in charge of quarterly

promotions.

Assistant Branch Manager

Managed a staff of 2 direct reports and 4-6 full time employees in sub-

prime auto finance industry, successfully maintaining a $10M portfolio and

an industry best 31+ day delinquency. Responsibilities included all

credit/underwriting and supervision of collections on all outstanding

receivables in all day ranges, as well as, sales/marketing to 120+

franchise and independent dealerships in Northeastern Oklahoma. Revised

performance review process for Managers to document all key performance

indicators and provide collector feedback, pointing out positive

performance as well as areas for improvement with action plans to address

those areas. Exceeded 90% of company's sales volume goals for 13

consecutive months (7/07 to 8/08).

Collection Manager

Managed collection staff of 30+ employees, focusing on training and

development for a 3rd party collection agency. Trained and developed staff

in areas of collections, negotiating, skip-tracing and compliance with

FDCPA through direct involvement and quality assurance monitoring. In

charge of interviewing, disciplinary actions and employee separations.

Maintained monthly performance review process to ensure objective

performance evaluations and reward process. Overall group collections

increased by more than 40% each month with focus on positive feedback and

constructive criticism.

Human Resource Manager

In charge of all areas of Human Resources including; payroll, employee

relations, scheduling, and promotions. Led recruiting and interviewed

potential candidates for sales/customer service positions. Handled all

employee separations and disciplinary actions. Maintained

confidential/sensitive information on all employees. In charge of

advertising, marketing, and conducting job fairs. Handled all new employee

paperwork and system training.

Floor Manager/ Call Center Manager

Managed a staff of 14 direct reports and 120+ employees including 8

Supervisors, 4 Quality Assurance Supervisors and 2 Corporate Trainers.

Successfully directed and trained sales floor in the areas of

sales/customer service. Directed feedback through quality assurance and

compliance reports and initiated further training based on individual needs

assessment. Successfully motivated employees and gave feedback based on

performance reviews the first month of employment and every 3 months

thereafter, focusing on individual's strengths and areas of improvement

then developing a plan of action to increase productivity.

Credit Analyst

Over 4 years total experience in both individual and commercial experience

in credit and underwriting. Extensive experience with financial analysis

and determining the creditworthiness of both consumer and business

entities. Exhaustive knowledge of all credit bureaus with ability to train

others how to properly decipher credit reports. Have experience with

surety and guarantees.

Collector

Have over 11 years experience in multiple industries, collecting on all

types of debts including; first party individual debt, third party agency

experience, multi-million dollar commercial accounts, and auto financing

collections. Have been in the top 10% of every collection position I have

held. Experience in settlements and negotiating payment arrangements and

in many cases handling customer dispute resolution.

Dispute Resolution and Communication

Key skills for all previously listed experience. Keen ability to

successfully work with customer and/or employees to resolve issues of

customer service or employee relations. Skilled in communicating

expectations, explanations, instructions, providing guidance, and direction

as needed in any capacity. Enjoy working with people and helping them to

be successful.

WORK HISTORY

ROYAL FINANCE (Dec 2009 to March 2010) District Manager/Area Supervisor

FARMERS' INSURANCE GROUP (May 2009 to Dec 2009) Assistant District Manager

/ Agent

UNITED AUTO CREDIT CORPORATION (July 2007 to March 2009) Asst. Branch

Manager

UNITED RECOVERY SYSTEMS (April 2003 to July 2007) Collector/ Mentor

DIVINE AND SERVICE, LTD (March 2002 to March 2003) Collector

MCI/WORLDCOM (June 2000 to March 2002) Credit Analyst/Collector III

CENTEX HOME EQUITY (Feb 2000 to May 2000) Mortgage Loan Officer

METRIS COMPANIES (Nov 1998 to Feb 2000) Collector III

ACCELERATED BUREAU OF COLLECTIONS (May 1997 to Nov 1998) Collection

Manager

VISION QUEST MARKETING (Feb 96 - Feb 97) Human Resource Manager/Floor

Manager

BOX WHOLESALE DISTRIBUTORS (May 93 to Feb 96) Sales / Delivery Route

EDUCATION

NORTHEASTERN STATE UNIVERSITY- Tahlequah, OK

Major in Human Resource Management.

MISSOURI SOUTHERN STATE COLLEGE - Joplin, MO

UNIVERSITY OF ARKANSAS - Fayetteville, AR

NORTHEASTERN OKLAHOMA A&M COLLEGE- Miami, OK

. Associates Degree in Business Administration

LISCENSES AND COMMISSIONS

. Currently licensed in Property/Casualty and Life/Health (May 2009).

. Notary Public, State of Oklahoma. Commission expires Oct. 29, 2012

Contact this candidate