collections manager, call center manager

Robert M Vry

**** ***** ****** **** ***** Creek GA 30024

Cell 443-***-****

******@*****.***

Profile

High-energy professional who thrives in a fast paced, growth-oriented

environment. Passionate about collections, employee development and

the customer service experience.

Experience

2004-2015 ASG Security Beltsville, MD

Customer Care Center / Collections Mgr

I was responsible for ASG's entire customer care, including all inbound calls (1,500+ per day) collections,

customer retention and our company-wide centralized service dispatch.

Collections:

Set company record for lowest over 90 A/R percentage in all revenue categories

Managed customer dispute issues to resolution working with 23 branches

Daily review of reports in detail to ensure collectors were following procedure

Made outgoing calls as needed

Reduced Installation A/R over 90 days from 1.5 million to less than 100k ( 2013-2014)

Decision maker on which accounts would be sent to 3rd party agency

Negotiated cost effective processes with 3rd part agencies

Established and enforced collection procedures for the 23 branch locations

Responsible for processing of monthly past due statements

Training of all collections staff members

Traveled to our branches for meetings to reinforce policy and procedures and review accounts.

Responsible for one supervisor and 10 collections representatives

Inbound Calls:

Responsible for all inbound calls for entire company

Hiring, training, motivating and developing up to 30 staff members and 1 supervisor

Developed procedures to keep hold times to a minimum

Conducted daily phone audits to ensure personnel were responding to customers per policy

Answered calls when needed during peak times

Reviewed technical training procedures and classroom sessions with technical personnel

Customer Retention:

Saved between 15-25 k of revenue every month after receiving written or verbal notification of customers

intention to cancel their service

Reviewed reports on a daily basis with staff members ( 1 supervisor, 11 retention specialists) to ensure proper retention techniques were being used

Collaborated with all general managers on every customer paying over 200.00 in monthly revenue after receiving their intent to cancel to prevent the cancellation

Service Dispatch:

Implemented centralized process of closing service tickets

Responsible for one supervisor and 9 dispatch representatives

Lowered inventory discrepancies and improved cost control of equipment

2001-2004 Bay Alarm Huntington Beach, Ca

(General Security acquired by Bay Alarm Nov 2002)

Responsible for collections and customer service ( General Security )

Residential, small business sales representative ( Bay Alarm)

1998-2001 Signature Security Sydney, Australia

Centralized Collections Manager

Responsible for centralized collection group for 9 branch locations

Achieved company objectives in all aging categories

Successfully developed management team for succession

1988-1998 Securitylink from Ameritech Oak Brook, Il

Centralized Collections Manager

Responsible for centralized collection group for 7 branch locations

Recruited to join overseas start up

Developed and documented Sop’s for collections

Education:

Lewis University, Romeoville IL

Bachelor of Science in Business Administration

Excellent references provided upon request

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