Customer Service Manager

Morris D. Kelly

**** ******** *****, *********, ** 77479

Cell Phone: 281-***-**** • Email: *********@*******.***

Profile

Motivated, personable professional with a successful track record in management, mortgage servicing,

collections, and customer service. Diplomatic and tactful with personnel at all levels. Demonstrated history of

reliability and loyalty. Flexible and versatile; able to work well under pressure.

Education

United States Military- Awarded Honorable Service Medal

Milwaukee Area Technical College- Hospitality Management

Colorado Technical College- Criminal Justice Degree Plan

Professional Experience

August 2012- Present

Sanchez Law Firm- Houston, TX

Legal Assistant- Post Judgment Account Representative

Collect delinquent receivables by negotiating and settling commercial and residential post- judgment accounts.

Perform due diligence to locate hidden bank accounts and other assets that may be used to pay or settle debts.

Follow all FDPCA regulations and company procedures to ensure compliance with law.

September 2011- November 2011

Stewart Title/Aerotek Professional Services- Houston, TX

Loss Mitigation Specialist

Worked with borrowers and their authorized third parties to negotiate short sales as a loss mitigation workout

solution for loans that were in default. Reviewed and analyzed the borrowers financial information packages, the

loan documents, and market conditions to determine if the borrower qualified for a short sale per the investors'

guidelines. Followed up with the borrower or authorized third party within twenty-four hours to provide short sale

decision status. Documented all conversations and correspondence to borrower's file.

2010- 2012

Christopher's Vintage Shave- Sugarland, TX

Barber/Stylist- Training Manager

Focused on client retention and product sales by creating a unique and innovative customer experience for every

client. Conducted weekly hands on training sessions with the Styling Team to educate and train them on new

products and industry related advancements.

2008-2010

Comcast Corporation/CAE Technical Support- Houston, TX

Customer Account Executive

Worked in a fast paced call center environment to assist customers with data systems connectivity and technical

issues. Resolved customers issues during the call by troubleshooting their system and walking them through the

resolution process. Conducted site visits when necessary to trouble shoot and resolve systems issues. Logged

all service requests and resolutions into the company's database.

Morris D. Kelly

Professional Experience (continued)

2007- 2008

LTD Financial Services- Houston, TX

Senior Collection Account Manager

Negotiated and recovered third party delinquent accounts. Contacted customers by phone to determine the

reason for their payment delinquency and to negotiate payment plans or settlement agreements with them.

Analyzed and resolved collection disputes. Documented information regarding the customers' financial situation

and the status of collection efforts into the database.

2001- 2007

Stylistics Salon/Morris' Salon- Milwaukee, Wisconsin

Owner

Managed all aspects of operations of upscale salons that focused on quality service and relationship building.

Effectively marketed the salons in order to increase business. Coached and trained staff and apprentices to

ensure exceptional customer service, client retention, and sales productivity.

1989- 2001

GE Medical Systems- Milwaukee, Wisconsin

Collection Manager/Analyst

Collected service contracts for mobile units, MRI's, and ultra sound units. Prepared organizational charts, weekly

and monthly objectives, monthly action plans and performance appraisals for management. Negotiated best

payment arrangements through contract restructure within company's policies and procedures.

1987-1989

Wisconsin Acceptance Corporation- Milwaukee, Wisconsin

Auto Finance Repossession Collection Manager

Collected on delinquent accounts, resolved customer disputes, scheduled repossessions, and collateral disposal.

Supervised a team of collectors and repossession agents. Set weekly, monthly, quarterly collection goals and

action plans for the staff. Reported the status of all credit and accounts receivable files to the CEO on a weekly

basis.

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