Customer Service Management
Resume:
Othella C. Best, Jr.
Conyers, GA 30012
*******.****@*****.***
Experience:
October 2012-Present Nations Recovery Center, Atlanta,GA
Supervisor-Responsible for the daily supervision and productivity of
assigned projects as regards to credit approval and collections.
Responsible to stay in constant communication with Operations management
regarding all aspects of assigned projects identify and report operational
issues. Maintain detailed reports on current projects and assist with
client workflows. Responsible for creating effective dialer campaigns for
client Comenity Bank,Jefferson Capitol,and Applied Bank. Communicate with
clients as necessary, in a timely and professional manner. Keep management
abreast of project progress and issues via reports and other communication.
August 2010 - October 2012 Williams Scott & Associates, Atlanta,
GA
Certified Collector - Responsible to collect payments from customers or
clients who default on automobile loans (prime and sub prime), credit cards
(bankcard, retail and consumer loans and payday loans. Recommend repayment
options or litigation against specific consumers. Responsible for effective
skip tracing, review of client credit history, and to perform timely,
effective debtor contact and follow up. Achieved the lowest percentage of"
uncollectible" (accounts referred for litigation or other collection
agencies). Trained and mentored over 25 new collections reps to ensure they
are comfortable and competent in their roles. Compiled and presented
collections related reports to management. Executed tasks and adhered to
FDCPA Fair Debt Collections Practices Act in accordance with Williams Scott
& Associates directives.
January 2010- August 2010 Barnes, Givenski, and Associates, Atlanta, GA
Certified Collector - Researched, located and contacted customers to
negotiate payment arrangements or settlements via real-time and post-dated
payments on severely delinquent payday loans. Investigated and resolved
declined payments, returned checks, and performed credit checks. Acted as
resource desk to assist reps in reviewing and evaluating customer accounts
to determine applicable collection and treatment process. Elected
Collections Team Captain to lead special projects and represent employee
issues to management. My clients included Ace Cash Express, Dollar
Financial Group, Cash net, Advance Payday, EZ Corp, Fastcash and Dollar
Mart.
October 2008 - January 2010 NCO Financial Systems, Norcross, GA
Loss Prevention - U. S. Department of Education - Responsible to
effectively communicate with consumers by telephone and approved written
correspondence to attempt to bring resolution to unpaid accounts.
Responsible to provide thorough, efficient, and accurate account updates on
computer files for each call made or received. Demonstrated effective skip
tracing techniques by locating consumer contact information. Counseled
delinquent consumers to assist in finding funds to meet their payment
obligations. Knowledge, understanding and compliance with all applicable
Federal, State, and Local laws and regulations relating to job duties.
Maintain knowledge of functional area and company policies and procedures.
January 2008 - October 2008 Financial Asset Management Tucker, GA
Administrative Wage Garnishment - U. S. Department of Education - Was part
of Pre-Subrogation program which located, contacted and provided borrowers
one last opportunity to resolve their defaulted student loans prior to
assignment to the US department of education. Responsible for the
maintenance of the monthly status report, with regard to wage garnishments
associated with the repayment of delinquent federal student loans.
Identified accounts that would be considered uncollectible and prepare for
wage garnishment. Responsible to assist financial department with
collections, (bankcard and automobile). Assure compliance with DOE
Department Of Education, FDCPA, and Local State Laws.
August 2004 - November 2008 TSYS Debt Management, Duluth, GA
Collections Manager - Responsible for the daily supervision and training of
18-25 employees. Used web-based programs to train associates to skip-trace
locate delinquent account holders. Coached associates on the effective
negotiation of payments on delinquent accounts Conducted monthly work
reviews for assigned associates to ensure quality service, productivity,
and performance Maintained detailed reports and served as liaison to senior
management, regarding assigned projects and the identification of
operational issues. Reviewed and approved time sheets, requests for time
off and payroll via ADP for direct reports.
May 2003-December 2008 Primerica Financial Services, Duluth, GA
Senior Personal Financial Analyst- Completed 40-hour Georgia State
licensing course requirement: Insurance-Life, Accident, and Sickness.
Received continuing education credits in securities, mortgages, pre-paid
legal, debt management and other financial services. Marketing Arm
distributor with a team of 10 distributors for clients such as Travelers
Annuity, Citibank, and Citimortgage.
February 1996 - February 2002 Sears Credit, Atlanta, Ga
Collections Manager - Responsible for the daily supervision and
productivity of assigned projects as regards to credit approval and
collections. Responsible to stay in constant communication with senior
management regarding all aspects of assigned projects identify and report
operational issues. Maintain detailed reports on current projects and
assist with client workflows. Trained Associates using web based programs
and customer service. Responsible for creating effective dialer campaigns
for clients Capitol One, HSBC, and Discover. Communicate with clients as
necessary, in a timely and professional manner. Keep management abreast of
project progress and issues via reports and other communication. Cultivate
Core Values with assigned associates through accountability and
recognition.
Programming Experience:
Windows Vista, Windows 2000, Windows 7, Focis,, Mosaix, Champ, NPS, Windows
NT, B-Frame,ED Systems, facsimile, Debtor Manager, Latitude,Ontario
Systems Artiva, 10-key calculator
Education:
Devry University, Decatur, GA
Major: Computer Information Systems
Expected graduation date: December 2014
Contact this candidate