Manager Customer
Resume:
Charles Wallace
San Bernardino, CA 92405
**************@*****.***
Special Skills.
Experienced in collections, customer services, bankruptcy, customer retention, sales, fraud and
training. Highly skilled in skip tracing, collecting on past- due customer, military, and corporate invoices,
including credit unions, banks, third-party and private investors. Type 40wpm, Microsoft Excel/Word,
Microsoft Outlook, Cars- I top- File Net, Nautilus, Militia AS400, FDR, Daybreak, and Avaya
Wells Fargo Dealer Services Phoenix, AZ
10/15 to Present Senior Collector/ Team Lead
Managing 10-15 associates, while implementing manager functions in manager absence.
Responsible for researching/resolving escalated calls. Assisted with side-by-side monitoring and Q/A.
Created inbound and outbound dialer campaign strategies, monitor floor activity and call volume.
Negotiate settlements, collection on broken promises, while providing the customer with the process of
title/lien release. Collected and preformed skip-Tracing on all Collateral, Deficiency, and Agency accounts 90
to 120 days delinquent with no contact.
10/ 13 to 06/14 Delbert Services, Anaheim, CA
Recovery Collector
Responsible for skip-tracing 25 accounts per hour using various search engines, Melissa Data, Accurint, Plate
Locate, Personator, and Manheim. Performed skip-tracing on all accounts 90 to 120 days delinquent, with no
collateral or contact information. Collection on B2C or B2B unsecured payday loans, and equity lines of credit
up to $20,000. Collected on auto deficiency after bankruptcy was discharged. In addition, made
arrangements on chapter 7 and 13 bankruptcy dismissals for surrender of collateral if no settlements were
reached.
09/ 12 to 09/13 Gateway One/Lending and Finance, Anaheim, CA
30 day Collector
Responsible for updating demographics on new auto loans. Collection on accounts 0-21 days delinquent.
Updated and processed insurance total loss claims, extension agreements, and conducted recovery on
charge-offs. Responsible for maintaining customer retention after repossession. Conducted follow up on
broken promises,1st payment defaults and military allotments .Responsible for processing extension
agreements and updating financials for settlements or modification.
11/09 to 02/10 Green Tree Mortgage, Tempe, AZ
Collector III / Heloc
Collection on B2C or B2B equity lines of credit 30-60-90 day delinquent. Followed up on denied insurance
Claims. Reduced delinquency by reviewing all qualified loans for modifications, deed in lieu, or government
Back programs. In addition, reviewed the customer credit report and financials for debt to income ratios and
possible refinancing options. Responsible for verifying, updating, canceling and reinstating homeowner
insurance policies
01/08 to 11/09 Fireside Thrift and Loan, Phoenix, AZ
Front-End Collection Supervisor
Managed a team of 15 employees, full and part time, including planning and controlling budgetary, salary and
vacation pay. Coached, trained developed and implemented 90 day action plan in order to produce top
performing collectors in a high competitive 150 + seat call center. Responsible for creating inbound and
outbound dialer campaign strategies. Monitor floor activity and calls. Collected on first payment default, 0-30
day’s delinquent, fraud and deceased accounts.
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