Manager Call Center Experience Management .Net

Rod Volkers

Email: *********@********.***

Address: *** ***** *** *

City: Oakdale

State: MN

Zip: 55128

Country: USA

Phone: 651-***-****

Skill Level: Management

Salary Range: $65,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Rod Volkers

736 Heron Avenue North

Oakdale, Minnesota 55128

Home: 651-***-****

Cell: 612-***-****

Email: *********@********.***

Proven leader in managing complex projects that drive operational efficiencies across call center platforms. Collections/Call Center Manager with over 19 years of experience and proven expertise in:

Portfolio Performance Team Development Customer Retention

Collection Strategy Consumer Collections Client Liaison

Credit Analytics Cross functional Manager Dialer Strategy

Experience Proven Leader i2005 - I.C. System, Vadnais Heights, MN

Collections Manager (Target Financial, Bank of America, Washington Mutual, Providian, Cabela`s, State Farm & U of Phoenix)

Lead team of 25+ collectors to ensure client goals and rankings are achieved using cost effective technology

Performed monthly compliance audits to ensure team members are following companies compliance criteria

Expert in collection training techniques and developing/mentoring 100 plus collectors

Implemented new strategies to consistently achieve first place client rankings on a monthly basis

Managed top revenue client contributing $250k in revenue per month. This was achieved by hitting first place on a monthly basis.

Responsible for obtaining monthly revenue projections

Successfully motivate team members to consistently hit personal collection goals

2012 Managing 5 different collection teams while maintaining 1st place rankings month after month

2002-2005 Alliance One, Mendota Heights, MN

Collections Supervisor

Train and develop collection team of 15 members

Developed and implemented new collection strategy for new and existing collectors

Accountable for obtaining monthly collection goals

Maintained number one ranking on top client, Capital One

1999-2001 Bureau of Collection Recovery, Eden Prairie, MN

Debt Team Manager

Train and manage collection team

Responsible for FCNB, Bell Atlantic, AT&T and Target client portfolios

Responsible for obtaining monthly revenue projections

Developed new collection strategy to keep existing clients

Doubled collection totals and monthly fees in first three months of employment

Monitor and maintain new and existing client portfolios

1992-1999 I.C. System Inc. Vadnais Heights, MN

Collection & Lead Collector- Negotiate payments with outside contacts

Set and attained monthly goals

Responsible for handling incoming and outgoing debtor calls

Follow FDCPA regulations regarding collections

Supervise and Train new team members on collection procedures

Identify, analyze and collect on outstanding consumer accounts

Responsible for updating calls on the CRT

Coordinate transactions of Credit Payments

Work closely with Management to ensure team members obtain monthly goals

Education 1988-1992 University of Wisconsin, River Falls River Falls, WI

Bachelor of Arts-Major: Social Work

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