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Customer Service Manager

Gardena, California, United States
January 28, 2018

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***** ********* ****** # ***, ****** Grove, CA 92841

Home: 714-***-**** - Cell: 714-***-**** - PROFESSIONAL SUMMARY

Ambitious collector with more than 20 years experience in debt collection and collections processing. Successful in following up on past due accounts and recouping unpaid balances. Highly adept in negotiating with customers and creating manageable repayment plans to reduce bad debt. Results-focused with success in overreaching collections goals.


Project management


Strong verbal communication

Conflict resolution

Powerful negotiator

Team leadership

Staff development

Extremely organized

Data management

Process implementation

Client assessment and analysis

Risk management processes and


Budgeting and finance


11/2017 to Current Financial Advisor

Fast Track Financial – Irvine, CA

Debt evaluation, put clients on debt settlement programs, customer service, phone sales, evaluate clients credit and debt

02/2017 to 10/2017 Senior Collector

Consumer Portfolio Services, Inc – Irvine, CA

High Volume of collections calls, auto dialer campaigns, customer service, skip tracing, setting up payment plans, requesting due date changes and deferments to help customers bring accounts to a current status, teamwork activities. Ranked in the top three out of 176 reps in dollars collected

11/2015 to 02/2017 Default management/Collection Supervisor American Career College – Irvine, Ca

Handle escalated phone calls requiring manager assistance, customer service with students and campuses, approve employees timecards in ADP, Interviewed hired and trained new staff members, created yearly employee reviews, created bonus plan for my staff, created daily cash and activity excel reports, created collection letters and emails. Created collection policies and procedures

04/2009 to 10/2015 Financial Services Representative Corithian College Inc - 6 Hutton Center – Santa Ana, Ca Monitor A/R balances from 0 to 120 days, Handle inbound and outbound calls, daily dialer campaigns,set students up on 0% interest payment plans offered settlements on student tuition balances,assist students with re-entry process to get back in school, assisted students in obtaining official transcripts and diploma.Multiple Top Gun award winner

06/2007 to 01/2009 Accounts Receivable

C&D Zodiac – Huntington Beach, Ca

Collected on 30 to 120 days past due invoices by email and telephone for International Airlines and Aerospace companies.Sent copies of invoices and excel spreadsheet account summaries for customer to review and resolve,issue credit memos and credits on customer returns, assisted manager and controller with company audits. 03/2001 to 03/2007 Collections Representative

Axin Financial Services – Irvine, Ca

Collected on 39 and 48 month merchant account leases, Handle customer service related issues, research and provided resolutions to delinquent accounts and clients, ensured credit worthiness,evaluate problems and assigned attorneys for judgments or bankruptcy cases, Multiple Collector of month winner


Top Producer in Collections at multiple companies

Promoted to Management at ACC

Created collections polices and procedures at ACC

Trained employees customer service and collections techniques Consistently earned high-quality scores during post interaction customer surveys. EDUCATION

Fire Science

Santa Ana College - Santa Ana, CA

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