Customer Service Sales
Resume:
Craig Feurtado
SUMMARY
Sr. Collections Specialist with proven success in managing multi-million
dollar commercial collection accounts. Played an integral role in
identifying quality and process improvement issues and offering solutions
to strengthen and improve upon existing processes. Received various merit
and recognition awards for exceeding established goals. Selected to
participate as mentee to members of the management team throughout the
organization.
Key strengths
Strong Financial Knowledge Effective Collection Skills
Complex Problem Resolution Skills Proven Leadership Ability
Loan Workout / Restructuring Experience Dynamic Interpersonal Skills
PROFESSIONAL EXPERIENCE
ZODIAC SERVICES AMERICAS, College Park, GA 2005 - Present
Sr. Collections Specialist
Effectively managed a portfolio of commercial products for the airline
industry whose average aggregate monthly balance ranged from $20M-$45M.
. Provided internal and external customer service, and sales support
thereby preserving and retaining the existing customer base and
increasing opportunities to continually grow the business.
. Reconciled misapplied cash to apply funds as intended, thereby honoring
our fiduciary responsibility and maintaining customer trust and
confidence.
. Assisted in the administration of classroom training modules to ensure a
smooth transition of adequately prepared, knowledgeable representatives
capable of positively impacting their assigned cost center.
IKON OFFICES SOLUTIONS, Macon, GA 2000 - 2005
Collection Supervisor
Collected past due commercial accounts via telephone and email in a call
center environment. Terminated and restored service as well as maintained
customer records.
. Met established quality objectives with regard to talk time while
respectfully managing a positive customer experience.
. Educated customers regarding available options to avoid future service
interruptions.
. Processed bankruptcies in a timely fashion to ensure that no breeches or
violations occurred as it related to the protection provided to debtors
under bankruptcy law
. Successfully managed collection activity, sales and customer education in
a fast-paced call center environment. Developed improved workflow
processes and maintained a low ratio of field technician assignments
ROLLINS INC, Atlanta, GA 1998 - 2000
Senior Account Receivable Analyst
Managed a multi-million dollar portfolio of accounts utilizing an outbound
call management system. Identified uncollectable accounts, completed skip
tracing, initiated repossession, and submitted account write-offs in a
timely fashion.. Collected commercial accounts by maintaining a consistent
and efficient level of customer contacts
. Developed innovative methods and procedures to help better serve the
customer and build customer loyalty thereby increasing repeat business
opportunities.
. Assisted in the administration of classroom training modules to ensure a
smooth transition of adequately prepared, knowledgeable representatives
capable of positively impacting their assigned cost center.
. Reconciled misapplied cash to apply funds as intended.
Craig Feurtado Page Two
GE CAPITAL CORPORATION, Sandy Springs, GA 1997 - 1998
Account Receivable Associate
Collected commercial lease and loan accounts by maintaining a consistent
and efficient level of customer contacts
Clarified credit and contract information via telephone and written
correspondence. Processed lease and loan assumptions. Identified and
resolved billing problems, negotiated lease renewals and account
settlements.
. Served as a mentor to newly hired employees thereby providing adequate
preparation for them to transition to a live call center environment
delivering quality service.
. Coordinated asset disposition at lease termination and identified repeat
business opportunities, thereby maintaining and expanding the existing
customer base.
. Assisted corporate customer response center in addressing high priority
customer issues and shared those experiences at the team level to raise
awareness, prevent repeat incidents and retain customer loyalty.
UNITED STATES NAVY, USS MISSISSIPPI CGN-40
Radioman E-4, Honorable Discharge
Served during the Persian Gulf Wars, with the rank of Petty Officer Third
Class, Received the Southwest Asia Ribbon, Sea Service and the Navy Unit
Accommodation Medal.
EDUCATION
BA, Business Management, Clayton State University, Morrow, GA
Dec 2014
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