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Customer Service Staff

Location:
Queen Creek, AZ
Salary:
65000
Posted:
March 15, 2018

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Resume:

Felix Garcia

SUPERVISOR - FREEDOM FINANCIAL

San Tan Valley, AZ 85143

ac4tc8@r.postjobfree.com - 480-***-****

To further my career as a well-rounded leader that believes in a team environment. Also to maintain a professional level of service by providing a positive, productive and efficient environment. My integrity, ambition, work ethic, communication, and ability to be autonomous are unparalled. I would be a tremendous asset to your organization, I would strive to meet, maintain and/or exceed your company's' expectations and goals.

WORK EXPERIENCE

SUPERVISOR

FREEDOM FINANCIAL - September 2012 to Present

• Successfully managed largest team for production in negotiations.

• Work with a variety of clients to include, internal and external clients, attorneys, and CPA's to resolve complex and escalated issues.

• Conduct and Audit account reviews and staff evaluations. Oversee implementation of policy and procedures.

• Ensuring procedures are followed and provide updates to all staff.

• Developed over 30 SOP's to ensure accountability and efficiencies for staff.

• Participate in task force, committees and special projects. Including developments and implementation of new business model to increase revenue.

• Streamlined procedures to payment remittance, settlement entry and customer service to increase daily, weekly, and monthly productivity.

• Develop and implemented department and performance goals to coincide with budget and company objectives.

DIR OF CUSTOMER SERVICE/COLLECTIONS

MARK TAYLOR - September 2007 to September 2012

• Develop and implement Standard Operating Procedure for Mark-Taylor Collections, LLC.

• Evaluate production procedures, Staff, and overall performance. (5-6 in a call center environment)

• Coordinated efforts with accounting department and CFO for budget planning, administration, distribution of funds to comply with state regulations.

• Obtain, report, and communicate the performance analytics of staff and department performance.

• Develop and implemented department and performance goals to coincide with budget and company objectives.

• Develop and oversee all components of recruiting and training of staff.

• Establish and maintain relationships with internal and external customers on all levels.

• Resolved escalated calls from former residents, Better Business Bureau, attorneys, and Attorney General.

• Oversee daily operations to maintain compliance with SOP.

• Worked closely with multiple property managers, assistant managers, and leasing agents to ensure compliance with state and local laws, that impact(ed) policies for this department.

• Develop and oversee all components of training topics to further coach and develop staff.

• Managed and coordinated any special projects as business needs mandated. SR SUPERVISOR/RECOVERY

GREENTREE - April 2006 to September 2007

• Lead and developed team of 15-20. (Call center environment), Accept and resolve escalated calls.

• Recruit, Coach, develop, train and motivate staff. Maintain high level of customer service in conjunction with internal compliance policies, FDCPA, and State laws.

• Conduct and Audit account reviews and staff evaluations. Oversee implementation of policy and procedures.

• Ensuring procedures are followed and provide updates to staff.

• Review of staff performance and customized training topics to further coach and develop staff.

• Manage legal accounts to ensure recovery, and comply with local, State and Federal laws.

• Conceptualized and implemented a business development program that isolated specific accounts to generate revenues by letter campaigns, strategic dialer campaigns, and ultimately account resolution.

• Developed and implemented specialized Quality monitoring, Quality Assurance and Compliance training in order to maintain a high level of professionalism on calls and audits.

• . Managed planning, organizing and presenting of proposals of specialized projects.

• . Ensured timely results of various projects, reports and deliverables to staff, peers, and executive

• management.

EDUCATION

ASSOCIATES in Business management

WALNUTHILL COLLEGE

1993

SKILLS

BUSINESS PLAN (10+ years), EXCEL (10+ years), INTERVIEWING (10+ years), MS OFFICE (10+ years) ADDITIONAL INFORMATION

Skills & Abilities

MANAGEMENT

• Over 15 years in management, from Team lead working up to Director. Several accolades to include product implementation, business plan development, implementation and procurement of software programs and enhancements. Staffing and production analysis. Creating a supportive, competitive and productive team atmosphere.

COMMUNICATION

• Delivering several high level presentations.

• Conduct and moderate daily meetings to staff, management, human resources and business partners. SKILLS

• Successfully completed several seminars and courses in communication, leadership vs. management, and interviewing techniques.

• MS Office advanced to expert in Word, Excel, PowerPoint, Visio.

• Strong Communication (both verbal and written), Attention to detail, trained observer.

• Fluent in Spanish

o (read, speak, write).



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