Customer Service Management

DARRELL ROBINSON

**** ******* ***. *******, ** **761

951-***-**** ******************@*****.***

Collections Supervisor & Service Management Professional

I am an experienced Collections Supervisor with over 20 year of experience managing teams in the

Telecommunications and Automotive/Financial Industries. I exhibit the highest levels of effective communication,

organizational leadership, administrative skills and the ability to leverage expert knowledge of collections procedure

to improve policy, performance, operational efficiency and customer retention.

My Core Competencies Include:

• Collections Processing • Account Auditing • Credit Analysis

• Fraud Prevention • Loss Mitigation • Operations Management

• Call Center Management • Financial Data Analysis & Integrity • Customer Retention Initiatives

• Employee Relations • Service Standards & Quality Control • Customer Service & Client Relations

• High Impact Presentations • Policy & Procedure Development • Training Programs & Initiatives

• Performance Evaluations • Contract Negotiation • Workflow Process Improvement

• Budget Planning • Staff Hiring & Supervision • Project Management

• Regulatory Compliance • Team Leadership & Communication • Exceeding Goals & Deadlines

• Organizational Skills • Problem Solving & Troubleshooting • Bilingual (English/Spanish)

Computer Proficiencies

• CACS (Collection System) • Avaya (Outbound Collections System) • Enterprise Administrator • CRM Software

• PeopleSoft • Microsoft Office (Excel, PowerPoint, Word)

Professional Progression

Verizon Wireless Irvine, CA

Supervisor 9/2000 – 7/2014

Oversaw teams of 10-15 staff members in two locations (Irvine, CA and Bellevue, WA), ensuring that all deadlines were met

and/or exceeded. Conducted presentations and comprehensive training programs in order to enhance organizational

alignment and/or increase team productivity and department performance on all levels. Developed team contests to

promote Director driven initiatives and promote improved employee morale and productivity. Managed specialty

workgroup responsible for identifying and analyzing potential fraudulent activity, utilizing audits to find opportunities to

reduce company costs. Responsible for the interviewing and hiring of qualified candidates and resolving escalated

customer calls. Established and maintained an open door policy and open communications with all team members.

Achievements:

Granted the Supervisor of the Month Award in 2014.

Collaborated with HQ on numerous projects and tasks effecting National Credit Policies and Standards across the 4

major areas resulting in the Sarbanes-Oxley Act of 2002 and the Fair and Accurate Credit Transactions Act of 2003.

Established a Bilingual (English/Spanish) Customer Service Department to improve customer retention.

General Motors Acceptance Ontario, CA

Supervisor – Financing & Collections 9/1982 – 7/2000

Supervised Customer Service Team of up to 20 processionals in the processing of collections of bad debt in both the office

and in the field. Performed wholesale audits of accounts to ensure compliance with GMAC expectations. Evaluated and

coached employees to enhance their performance and implemented modifications to policy and procedure to improve

customer retention.

Achievements:

Established a Bilingual (English/Spanish) Customer Service Department to further improve customer retention.

Education

WHITTIER COLLEGE, CA: Bachelor of Arts – Social Sciences

Additional Training

• Time Management by Franklin Covey • The Writing Advantage

• Civil Treatment for Managers, and Managing Priorities

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