David Terrell

954-***-**** / acx7ht@r.postjobfree.com / 16373 Country Lake Cir, Delray Beach, FL 33484 Key Proficiencies

Call Center Operations and Management

• COLLECTIONS - Credit Card, Automotive Deficiency, Installment, Corporate, Business to Business, Legal and Medical

• Pharmaceutical Sales / Retail Sales / Call Center Inbound and Outbound Sales

• Debt Consolidation

• Mortgage - Refinance and Lending

Training and Quality Assurance

Corporate Trainer in Sales, Collections and Pharmaceutical Industries

Proficient in Design, Creation, Enforcement, Auditing and Execution of Protocols, Policies and Procedures with Regards to Federal, State and Local Compliance

Performance Audits, Assessment and Coaching of Individuals Client/Consumer Communication Skills

Extremely Proficient in Customer Resolution

Friendly, Knowledgeable and Respectful

Problem Solver with Excellent Verbal and Written Communication Skills Career Summary

A highly adaptable, resourceful, flexible, innovative, and enthusiastic individual who possesses a considerable amount of knowledge regarding successful call center management. A quick learner who can absorb new ideas and is experienced in coordinating, planning and organizing a wide range of call center policies and protocols. Well organized and functions independently without supervision and is also an excellent team player with a proven ability to work proactively in a complex and busy office environment. I am now looking for a career advancement opportunity with a company that will allow me to continue to utilize and further develop my skills & potential. Related Proficiencies

Personal Competencies

• Process Compliance And Improvement

• Time Management

• Adaptability/ Flexibility

• Budgeting/ Resource Management

• Excellent Written And Verbal Communication

• Leadership Through Example

• Safety/Liability Management

• Ability To Multitask And Manage Conflicting Demands

• Punctual And Reliable

• Relationship Management: The Ability To Leverage Interpersonal Skills To Establish Rapport And Develop Relationships With All Key Stakeholders: Suppliers, Customers & Colleagues

• Analytical Skills: The Ability To Visualize, Articulate, And Solve Both Complex And Uncomplicated Problems And Concepts Then Execute Decisions That Make Sense Based On All Available Information

• Aptitude For Technology: The Ability To Learn, Apply And Improve Extensive Or In-Depth Specialized Knowledge, Skills And Judgment By Assessing And Translating Information Technology Into Responsive And Effective Procurement Solutions

• Results focused: The ability and drive to achieve and surpass targets against an internal or external standard of excellence. I have a passion for improving the delivery of services and a commitment to continuous improvement of processes and operations

• Professionalism: I demonstrate the ability to think carefully about the likely effects on others and impact of words, actions, appearance, and mode of behavior. Chronological Work Experience

6/2016 – 12/2016, Accounting Principals – Temp Agency Contract National Business to Business Collections – Collections Analyst Review Leases and Amendments necessary to facilitate payment from large International clients Negotiate terms of leases

11/2015 – 3/2016, Insight Global – Temp Agency Contract Corporate Global Collections – Significantly reduced outstanding global 90 day + past due balances during 90 day contract

Global Credit Coordinator – Issued, reviewed, adjusted and recommended credit limits and terms to international clientele

Proficient in Oracle AR Specialist, OM Supervisor and Service Contract workbenches 8/2009 - Present, Contract Negotiation/Entertainer/Emcee, Main Event Talent, Deerfield Beach Initiate, modify, update and present entertainment contracts to clients Host and emcee social, profit and charity events

Opera trained Lead Vocalist in a band that performs contemporary music 3/2013 – 4/2015 Buyer and Inventory Manager, Filterworks USA Sourcing, negotiating and purchasing equipment, supplies and services in a very specialized industry, while adhering to company and industry standards and practices. Constantly developing and cultivating new connections, suppliers and sources while maintaining superior quality, product and service.

Efficiently communicating new product, pricing and availability to field associates thereby creating constant communication within the company.

Establishing product “par” .or minimums. in order to ensure product availability without the financial liability of maintaining overstock.

Maintaining mobile and satellite inventory levels from home office based on information gathered from field associate work orders and invoices.

Applying sound logic, reason and proven inventory control methodology and accepting accountability for my judgment and decisions.

Justification, when necessary, and reconciliation of purchasing, sourcing, implementation and communication of decisions made regarding the same. Purchase order generation, management, follow up, reconciliation and adherence to deadlines until completion.

Generating quotes and estimates then communicating the information to customers, sales and field associates.

9/2009 – 1/2012, Quality Assurance Coordinator, TMS Health, LLC, Boca Raton Perform audits of Pharmaceutical Reps to assess compliance with company procedures and client contract language.

Establishing, identifying and utilizing processes to identify inefficiencies and areas of opportunity to facilitate improvement in the reps performance. Establishing and adhering to proprietary industry specific matrix and standards. Assuming lead and front line role in assuring compliance with federal law and client designated parameters.

Managing projects including departmental and division initiatives. Remaining current on technological, training techniques and personnel trends pertaining to quality assurance.

Implemented a proactive strategy for training and overcoming inefficiencies regarding rep to client communication.

4/2008 – 8/2009, Assistant Vice President (Collections Manager), iQor, Inc, West Palm Beach Reviewed and audited accounts daily, giving input to Collection Manager as needed. Monitored and reviewed work of Account Representatives (Collectors) to ensure it is effective, and within Company and Legal policy. This included using tools such as formal account reviews and side-by-side monitoring in order to create development plans for their staff to address any deficiencies.

Provided daily goals and strategy to their team that will maximize long-term success. Administered continuous training efforts by browsing accounts, answering account representative

(collector) questions; handle escalated calls, review skip accounts, and side by side training. Demonstrated strong analytical and problem solving skills, enabling me to make sound business decisions, and use good judgment in relation to the handling of delinquent accounts. Demonstrated excellent verbal communication, organizational skills, and negotiation, leadership, and data entry skills.

Provided guidance and training in collections related areas to all Account Representatives

(Collectors) as well as handling supervisor/manager talk-offs, or elevated calls involving potential collection issues.

Identified and recommended methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery.

Recruited, screened, interviewed, hired, and developed successful Account Representatives

(Collectors).

Provided proactive leadership to the team in order to achieve maximum performance that resulted in a method consistent with the company’s vision and values. Evaluated job performance and gave timely, consistent feedback and training as appropriate, based on observations of performance and behavior and the review of performance statistics. Implemented and executed company-wide training initiatives, as well as conduct knowledge checks to ensure understanding of training. Completed and conducted semi-annual performance evaluations for direct reports.

7/2007 – 4/2008, General Manager, Fresh Start Advisors, Boca Raton Advise clients or respond to inquiries about financial matters in person or via phone, email, Web site, or Internet chat.

Assess clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information.

Create debt management plans, spending plans, or budgets to assist clients to meet financial goals. Estimate time for debt repayment given amount of debt, interest rates, and available funds. Explain services or policies to clients, such as debt management program rules, the advantages and disadvantages of using services, or creditor concession policies. Maintain or update records of client account activity, including financial transactions, counseling session notes, correspondence, document images, or client inquiries. Recruited, hired and trained Credit Counselors and direct reports. Negotiate with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, time extensions, or to set up payment plans.

Prepare written documents to establish contracts with or communicate financial recommendations to clients. Prioritize client debt repayment to avoid dire consequences, such as bankruptcy or foreclosure or to reduce overall costs, such as by paying high-interest or short-term loans first. Recommend educational materials or resources to clients on matters such as financial planning, budgeting, or credit.

Recommend strategies for clients to meet their financial goals, such as borrowing money through loans or loan programs, declaring bankruptcy, making budget adjustments, or enrolling in debt management plans. Explain general financial topics to clients, such as credit report ratings, bankruptcy laws, consumer protection laws, wage attachments, or collection actions. Investigate missing checks, payment histories, held funds, returned checks, or other related issues to resolve client or creditor problems

Teach courses or seminars on topics such as budgeting, managing personal finances, or financial literacy. 6/2005 – 7/2007, Director of National Sales and Call Center Director, 1st Solution Mortgage, Boca Raton

Selected, developed, and coached a professional sales team to meet or exceed specific goals for profitable revenue growth.

Developed and implemented monthly, quarterly and annual sales plans by Account Executive and account.

Implemented the company's sales process to establish a culture of consultative selling to customer's decision-makers at all levels.

Cultivated and maintained effective business relationships with executive decision makers in large accounts.

Pursued identified business prospects, participating actively in the planning and sales process for new business opportunities.

Collaborated with marketing resources and the sales leadership team to define overall sales strategy, and to develop products and solutions responsive to the customer's business. Applied research insights and provided compelling advertising solutions based on the company's business strengths.

Coached mortgage originators to build effective staff relationships that enabled them to respond quickly to emerging customer opportunities, and provided for seamless execution of the company's business processes that exceeded customer expectations. Encouraged and required high level teaming and collaboration skills to gain the committed and motivated efforts of the company's staff who do not report directly to the National Sales Director. Established a planned program for sales coaching, working with Account Executives on all aspects of the sales process. Made coaching sales calls with Account Executives to provide feedback, and to assist with large opportunities. Travelled extensively to meet customers and to coach Account Executives in the field.

Performed all other duties as needed or required to maintain and grow profitable business within the assigned account base.

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