Manager Customer Service
Resume:
Thomas W. Rolfe
Tulsa, OK ****5
************@*****.***
Objective
To become an asset in an innovative company, in which performance of the
job duties are recognized and have professional and self preservation as
well as continued growth. To be valued as an asset with determination to
achieve the goals set within.
Qualifications
Numerous years in the collection industry as well as the finance industry.
Worked in several call center atmospheres, from customer service to
collections. Have experience with the FDCPA compliance, as well as first
and third party collections ranging from healthcare items, fuel credit
cards, to consumer credit cards and auto loans. Skilled with several
computer programs including Excel, Word, and Microsoft Works. Several jobs
of high priority, as well as several classes on how to use people skills,
as well as management skills to get the job done through other people.
Relevant Experience
October 2009-Present Equinox Collection Services Tulsa, OK
Collected on 3rd Party Debt, such as first placement credit cards, BOK
checking accounts, and NSF checks. Used techniques that were taught at CFS
and worked accounts that were farmed to the company by Bill Bartmann
Enterprises and Bartmann Business Institute.
November 2006-present LinkAmerica Corporation, Tulsa, OK
Learned the aspect of the transportation business as a Collection/Account
Receivable agent. Worked primarily one on one with customers, in reference
to their past due aging. Made corrections to billing errors, and adjusted
off overcharges and handled disputes with invoices. Made collection calls,
set up billing guidelines for customers for their accessorial charges and
detention. Worked exclusively with larger corporations to be booked and
invoiced via EDI, and set up their new "Bill To's" to ensure that a smooth
transition was obtained. Was only agent in the collections department to
reach all goals set before them in 2007 by decreasing the over 90 day aging
from 1.2M to less than 75K.
March 2004-August 2006/ November 2008-Oct 2009FMS INC. Tulsa, OK
Started as third party collector working with multiple clients and multiple
goals. Manager of the Capital One dispute team for sub prime credit cards.
Section manager over 12 people for FDS/Macys unit. Recognized as one of the
top collectors for over 10 months in a row. Have attended management skill
classes for pinnacle success seminars to increase people skills as well as
management skills. Helped with role playing in training and monitored
collector phone calls. Worked with struggling collectors to improve on
collection skills.
October 2003-March 2004 Mystaff/Alliance Data Systems, Tulsa, OK
Worked in a call center environment, as managing the newly formed
collection department at Alliance Data Systems. Primarily worked with
apartment complexes in the state of Texas in billing and unpaid electric
bills for the corporations for WTU and AEP. Learned job functions in the
GUI and BUI computer systems for specific billing operations. Wrote and
implemented a training manual for the collection procedure for collections
of the utility invoices.
July 2001-October 2002 United Recovery Systems, Tulsa OK
Worked as a third party collector with Capital One Small Business credit
cards, and with the American Express Corporate credit cards. Managed a file
of at least 300 accounts with a monthly goal. Helped train classes in
specific areas such as work ethic, computer training, and assisted the
primary trainer whenever possible. Became a mentor in which new hires
learned from techniques that were taught.
January 2001-July 2001 Dent-a-Med/Helpcard, Tulsa, OK
Done collections and financing and was account manager in the collections
department for Craftmatic Beds, Therapedic Beds, and the Scooter Store.
Worked a file of different age ranges from 0-30 days to Pre-Charge off.
Generated revenue for the company while trying to preserve the outstanding
finance obligations.
March 1997-Septemer 1999 Commercial Financial Services, Tulsa, OK
Trained as a third party collector, and quickly moving up the ladder within
the company. Started the new related asset division, and was quickly was
promoted as a team lead and portfolio manager. Learned how to use the
FDCPA, acquired several certificates of completion on how to use dialing
systems, conversation control, and management skills.
Education
Union High School 1985-1989
Tulsa Junior College 1989-1990
Other Experience
Worked in a restaurant for 13 years, achieving positions such as a
corporate trainer, and as part of the management team. Helped manage as
many as 100 people at time, including training new hires on how to do the
job that was expected.
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