Customer Service Manager
Resume:
David Kurt James
Chester, MD 21619-2524
Phone: 303-***-****
E-Mail: **********@*******.***
Summary: Motivated results-oriented business professional with many years of leadership and data analysis experience seeking career role at a company that will take full advantage of acquired skills, experience and expertise. Conscientious Leader and mentor committed to generating a positive influence and leading by example.
Key Strengths:
Data analysis, tracking and reporting
Manipulation of data analysis software: Microsoft Access and Excel
Process management and development
Project management
Experienced in Medical Billing and Coding
Training and Team Building
Multi-tasking
Customer service
Communication and interpersonal savvy
Team leadership (12 – 30 Employees)
Personnel Manager
Background in Collection & Asset Recovery
Outsourcing and Vendor Management
PROFESSIONAL EXPERIENCE
Shoppers Food Warehouse Corp.
Department Specialist (Jan 2017 – Jul 2018)
Review and Process Vendor price change updates for Dairy & Frozen Food Categories.
Key entry duties relating to weekly Sales Ad preparation. Conduct pre-event audit to ensure Brand funding participation to support featured item pricing.
S.A.F.E. (Security, Athletic Facilities & Events) Management.
Supervisor (April 2015 – Feb 2017)
A Leader in a Supervisor Capacity is responsible for creating and maintaining an enjoyable, and safe, experience for all guests and employees.
Conduct pre-event briefings with assigned Security Staff, communicate expectations and task responsibilities, demonstrate positive people skills and Lead by example.
Supervisor responsible to ensure all guests are being treated in a professional manner with courtesy and respect.
Licensed Security Guard through Maryland State Police.
DKJ Consulting
Owner & President (Oct 2009 – Present)
Develop financial tracking and data analysis tools using Access and Excel to meet specific needs of customers.
Consult with customers to understand data analysis needs and to implement data tracking programs and business strategies to improve collections, billing, and ultimately, financial performance.
Market consulting services and data analysis options to national companies.
Provide project management guidance and on-going support, analysis, and customer service.
Manage Vendor relationship for Locator Technologies between Lien holders and stakeholders. Provide month to date activity analysis and breakdown of asset risk and value by State, model year, and month, for Month end reporting.
Zynex Medical, Inc
Billing Department Analyst (May 2011 – Oct 2012)
Developed and implemented tracking tools to monitor new patient/customer billing for medical durable equipment.
Participated in the successful conversion to a paperless file processing system for the billing department.
Created and installed performance-tracking databases for management staff to measure and motivate caseworkers’ performance. Supported software programs, provided real-time updates, and offered individual training.
Created queries to monitor departmental performance relating to insurance companies, product lines, medical ICD-9 coding, caseworker, insurance type, and geographical areas.
GMAC Financial Services (Total tenure: Jan 1977 – Oct 2009)
Unit Manager / Portfolio Analyst, Asset Recovery Center; Lewisville, Texas (Oct 2008 – Oct 2009)
Managed the daily operations and staffing of an asset recovery center (ARC) collateral recovery unit, locating delinquent debtors or assets on behalf of creditors (SKIP) and recovering vehicles.
Performed revenue generation and recovery related processes from loan origination to loss recovery.
Developed and regularly produced analytic reports, using COGNOS, Microsoft Access, Excel and SQL.
Lead performance improvement projects to improve collections and reduce accounts receivable.
Conducted regular job performance and career development meetings with employees to maintain a positive and supportive role as coach and unit manager/team leader.
Developed specific tracking tools to enhance and measure the effectiveness of individual recovery efforts and track unit effectiveness.
Participated in the implementation of the SKIP vendor project and outsourcing of SKIP processes to conserve costs.
Unit Manager / Portfolio Analyst, Asset Recovery Center; Troy, Michigan (Apr 2004 – Oct 2008)
Managed a team who supported collateral recovery, locating delinquent debtors or assets on behalf of creditors (SKIP), and retail deficiency.
Provided on-sight IT support, database maintenance, data analysis and financial performance reports.
Managed special projects.
Developed specific strategies to enhance Unit effectiveness and increase profitability.
Unit Manager / Portfolio Analyst; Denver, Colorado (Apr 1999 – Aug 2004)
Managed high risk collections involving lease loss accounts.
Facilitated employee career development and training.
Handled all litigation or counter suit action. Conducted research on outstanding claims and ensured that appropriate documentation was provided to legal counsel.
Handled resolutions to bring closure and defuse expense and exposure.
Prepared responses to consumer complaints or Attorney General Inquiries.
Unit Manager / Portfolio Analyst; Baltimore, Maryland (Aug 1997 – Apr 1999)
Managed asset recovery collection involving retail and lease-deficiency loss accounts.
Customer Relations Analyst – Field Support Office; Baltimore, Maryland (Oct 1993 – Aug 1997)
Coordinated collections and customer service processing for open accounts.
Managed and trained personnel to understand and handle Collateral Protection Insurance.
Participated in the successful consolidation of several GMAC East Coast branch offices; assisted in the implementation of field support offices.
Customer Relations Supervisor; Baltimore, Maryland (Jan1991 – Oct 1993)
Supervised the daily operations of collection and customer service processes; handled open receivables
Purchase Supervisor; Airport Square, Maryland (Feb 1989 – Jan 1991)
Reviewed and analyzed consumer applications for credit.
Developed working relationships with dealer network; promoted marketing plans and services.
Coordinated the receipt and processing of all approved consumer contracts to finance.
Reviewed and handled customer complaints.
Purchase, Dealer Credits and Sales Supervisor; Salisbury, Maryland (June 1986 – Feb 1989)
Reviewed and analyzed dealer financial statements to wholesale lines of credit, availability of continued consumer financing services, and review of dealer loan applications.
Audited and monitored performance related to dealer accounts and consumer loan performance.
Reviewed and cleared floor plan audits. - Introduced and promoted sales incentives.
Conducted training with dealership staff to introduce financial products and services.
Audited and monitored performance related to accounts and consumer loan performance.
Dealer Credits Supervisor; Glen Burnie, Maryland (Aug 1985 – June 1986)
Analyzed dealer financial statements to justify continuation of wholesale lines of credit, availability of consumer financing services, and dealer loan applications.
Monitored performance of accounts and consumer loan performance.
Credit Representative; Glen Burnie, Maryland (Sept 1977 – Aug 1985)
Managed collection portfolio. Controlled levels of delinquency and mitigated levels of risk and losses.
Coordinated and handled the post repossession processes in compliance with state statutes and GMAC policies.
Performed field collections and repossessions involving direct consumer contact and resolution of delinquent auto loans.
Conducted research and investigation necessary to locate and recover financed collateral.
Special skills and training:
Data analysis tools: Microsoft Excel, Access, PowerPoint, Word, and Outlook; Cognos; Aims-Keys / Macros; Debt Manager. SV Harbor,
Continuing education: Participated in “Lean Six Sigma” process management training.
Complaint resolution and risk management.
Experienced in Executive Office reporting and special projects.
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