Manager Customer Service
Resume:
David A. Aguilera
Kansas City, MO 64137
abnnmt@r.postjobfree.com
Summary of Qualifications
• Ten years experience developing, writing, and delivering on the job training, and
process improvements
• Highly detailed, organized, and analytical
• Exceedingly personal and professional, ardently dedicated, responsible, and
dependable
• Exceptionally flexible, team orientated, and adaptable to change
• Demonstrate leadership providing visions, setting measurable and achievable
goals
• ACA and FDCPA Certified
Computer Skills
Proficient in Fidelity based applications, FiServ based applications, and Microsoft
computer applications to include: Windows 2000 versions, Excel, Word, Power Point,
and Outlook
Work History
ResMAE Mortgage/Citadel Investment Group
Collections Manager/Customer Service Manager/Default Coach- November 2007-
November 2008
• Supervised the 0-30, 31-60, and foreign language default departments; 5000
loans, 9 employees
• Developed job descriptions for all departments under my supervision
• Created policies and procedures for all three departments
• Developed monthly bonus structure based on performance
• Clearly communicated with employees their expectations and goals through
cross-training
• Held monthly contests to motivate employees; provided empowerment books to
read
• Conducted monthly phone training for quality, blind phone monitors, and
performance reviews
• Conducted FDCPA training in coordination with our company’s attorney
• Developed and conducted training of a computer system, the FiServ application,
35 employees
• Created a daily report tracking essential fields increasing efficiency and
productivity
• Implemented process improvements using batch processes via FTP
communication with vendors to increase efficiency, saving both companies time
and overhead
• Assisted in the set up of the Aspect IVR with the System Administrator
• Set up and managed inbound and outbound call tree flow through the IVR
• Supervised a special project assisting customers with loan modifications;
developed and conducted the training with the 3rd party vendor
• Created project team for inspection of hurricane victims’ homes; maintained
production and performance on multiple projects
• Supervised a special project assisting customers with FHA refinances; developed
daily tracking and reporting
• Developed the tracking and reporting to the mortgage rating agencies for SEC
audits
Accomplishments
Performance in all departments under my supervision outperformed the comparison
indexes every month
NovaStar Mortgage Inc.
Default Coach-February 2006-October 2007
• Created 30 day-120 day training for newly hired employees
• Administered training; evaluations to measure retention of knowledge
• Conducted classroom training
• Selected by the SVP to participate in the Green Belt Six Sigma Project for process
improvements in regards to first payment and early payment defaulted loans
• Upon completion of Six Sigma class while working with two department
Supervisors developed two process improvements with an annual savings
combined of 90K
• Created Policy and Procedure Manual in coordination with the Quality
Department.
• Created job aides for the 0 day-90 day loan counselors; 75+ employees
• Identified need to provide web site training to better serve the customer base; 75+
employees
• Selected by the SVP to provide company cross training called 101’s; 100+
employees
• Selected by the VP to supervise a special project to identify subsets of “at risk”
loans monthly with the company attorney and the Record Retention department
• Assisted in the development and training of the NovaStar Loan Modification
department
• Prior to being promoted to the Default Coach was the top performer as a Sr.
Department Lead
Bud Brown Chrysler
Service Advisor-September 2004-January 2006
• Managed technician repairs; 18 technicians.
• Assisted in implementation of a sales guide regarding maintenance to increase
profitability
• Organized repair orders, prioritized customers, sales, diagnostic checks, test
driving, quality control of parts and labor, dealing with service contracts and
warranty approvals
Enterprise Rent a Car
Branch Manager-February 2001-June 2004
• Finished as a “Top Ten Sales” associate 14-16 months; approximately 150
employees
• Conducted aggressive account marketing to strengthen account relations
• Won 5th highest operating profit of approximately 40 branch locations
• Trained and developed employees in sales, conducted employee reviews, set goals
• Decreased personnel costs with a flex schedule
• Developed an underwriting procedure to protect profitability
• Addressed customer satisfaction through customer input and increased from 66%
to 77% completely satisfied
• Drafted a preferred provider contract with specific rates meeting wants and needs
of the customer
Credit Bureau of Topeka
Collections Supervisor-March 1999-January 2001
• Managed 10 employees.
• Linked active accounts with inactive accounts to increase production and
profitability
• Insured FDCPA was being followed
• Extracted daily, weekly, and monthly reports, audited phoned calls and call
performance by employees
Education
• Butler County Community College August 1993-May 1995
• Washburn University August 1995-December 1998
• Studied Biology and Education
Other
• Played four years of college baseball. Team captain and Honorable Mention All-
Conference
• All State High School baseball and soccer player; team captain
• Head Coach for an AAU baseball team for 2 years, ages 16-18
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