Manager Customer Service
Resume:
Sharpsburg, GA *****
678-***-**** ***********@*****.***
TAMMY SIMMONS
OCCUPATIONAL
Over 19 years of experience in the Collections with 17 years at the mid-management level directing the work efforts of cross-functional teams, working as a respected manager with strong coaching, motivational, and organizing skills in Collections. A proven ability to lead and train staff in collection operations and a passion for customer service and communicating effectively to inspire others to demonstrate strong client-focused service and results.
PROFESSIONAL ACHIEVEMENTS
COLLECTION AWARDS
Best In Class Excellence Award- 2001
Fourth Quarter Champion Collector Award- 1996
MQP Award- 1996
Car Allowance Award- 1995-1996
EDUCATIONAL AWARDS
Athletic Basketball Scholarship, Jacksonville State University- 1987
Athletic Basketball Scholarship, Enterprise State Junior College- 1985
COMMUNITY INVOLVEMENT
Project Coordinator, Annual Community Fun Day, Anniston, AL- 1998- Present
Mentor, Church Youth Ministry, Newnan, GA- 2000- Present
Volunteer, Cancer Centers of America, Newnan, GA.-2015 – Present
SKILLS
Exceptional Team Motivator
Excellent Verbal & Written Communication
Outlook, Word, Excel, & PowerPoint
Dialer- Livevox System, Skip Tracing
WORK HISTORY
FOCUS RECEIVABLES MANAGEMENT, LLC., MARIETTA, GA
2013-2015- Collection Manager
Managed client accounts for Bank of American, Atlanticus, Direct TV and Comcast, to include weekly calls to our clients enabling observation of live calls between debtors and collectors
Monitored batch tracks on internal clients with emphasis on making appropriate changes to alleviate weak performance issues and maintain consistent competitive positions on key clients within the Atlanta branch
Managed 20 collectors in the Atlanta branch through day-to-day operations to ensure established corporate and client goals were maintained or exceeded, while remaining in compliance with applicable policies, procedures, law and regulations affecting the credit and collections industry
Managed ADP time clock to create and schedule staffing and capacity plans allowing efficient and effective allocations of resources in support of collection goals
Interview, orientate and train new employees and collectors daily while reviewing calls and accounts to maintain monthly goals
Administrate and support the supervision, professional development and motivation of direct reports and their staff
Built Dialer, Livevox and IVR campaigns on a daily basis
Reported daily Stairsteps to the Vice President of Focus Receivables
PROTOCOL RECOVERY SERVICES, WOODSTOCK, GA
2012-2013-Operations Manager
Managed inventory and account reviews for 35 collectors to ensure unit proficiency in meeting client and agency goals
Orientate and train new employees to meet agency standards
Established dialer strategies to maximize call efficiency
FINANCIAL ASSET MANAGEMENT SYSTEMS, INC, TUCKER, GA
2008-2012-Operations Manager/Trainer, Department of Education
Served as lead for “Training Bay” to orient new employees with emphasis on professional development
Conducted annual employee performance evaluations
Implemented new ideas to resolve customer complaints
Director of Operations
Managed 15 client accounts for DTV, Emory Hospital, Capitol One, Chase, Bank of America, AT&T, Georgia State Taxes and Virginia State Taxes
Supervised 6 collection managers responsible for 85 employees
Conducted weekly goal-setting conference calls to evaluate agency performance insuring client identified goals were achieved
Verified time-entry for employees in banking and retail unit
Review daily reports to determine if unit is on target to meet goals and conduct weekly instructional sessions for employees who were not on target
FOCUS RECEIVABLES MANAGEMENT, LLC. MARIETTA, GA
2006-2008-Director of Operations
Managed 7 auto deficiency unit accounts for BMW, Chrysler, Ford, Toyota, Car Max, Honda,Triad & DTV
Supervised 3 collection managers responsible for 50 employees in the auto deficiency unit
Investigated and resolved customer complaints against employees
Verified and managed time-entry and bonus structure for employees who met goals
Interviewed, evaluate and recommend new employees
Review daily reports to maintain daily goals
ALLIED INTERSTATE, INC., ATLANTA, GA
2000-2006-Collection Manager
Supervised a staff of 10 to 30 collectors meeting goals with unit averages consistently above 100%
Developed employee contest strategies to motivate employee performance
Investigate and resolve customer complaints against employees
Reviewed accounts to ensure compliance with Fair Debt Collection Practices Act (FDCPA)
Trained employees in other states on Sears and Resurgent Capital Services’ portfolios
UNITED CREDITORS ALLIANCE, ATLANTA, GA
1995-2000-Collection Manager
Managed 20 collectors
Responsible for unit and collectors goal achievements
Prepared time-entry reports and employee scheduling to increase efficiency
Collection Specialist
Collected debts on delinquent American Express accounts
Met agency collection goals and exceeded expectations 92% of the time
EDUCATION
Jacksonville State University, Jacksonville, AL – 1989
BUSINESS MANAGEMENT- SPECIALIZATION IN MARKETING
Enterprise State Junior College - 1987
AA, SCIENCE- BUSINESS MANAGEMENT
References available upon request…
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