manger

EXPERIENCE

MANAGING COACH, (OPERATIONS/COLLECTIONS), BILL GOSLING; RICHMOND, VA MAY 2015 – AUGUST 2016

•Coach Team Leads in managing their direct reports; ensure compliance with Company’s policies and applicable laws and regulations; and employee scheduling.

•Hire new talent; maintain staff levels; conduct quality audits; produce statistical, performance and billing reports.

•Develop productivity improvement strategies; motivate staff through incentive programs.

•Maintain accurate personnel records including attendance and disciplinary documentation.

•Managed a call center of upwards to 80 employees.

•Started as CSR in May where I was one of the top three collectors from July to December. Promoted to Managing Coach in December skipping over Floor Support and Team Lead position.

COLLECTIONS MANAGER, ACAC; NORTH CHESTERFIELD, VA JUNE 2014 – APRIL 2015

•Established the Collections Department for the four-state region; maintained and enforced collections on title loans on accounts 30 or more days delinquent to closure.

•Managed a portfolio of 264k, collecting a minimum of 30k per month.

•Coordinated vehicle repossession including the storage, sale and disposal of vehicles.

MORTGAGE COLLECTOR, GREEN TREE MORTGAGE; FREDERICKSBURG, VA JANUARY 2014 - JUNE 2014

•Managed individual accounts at the 30-, 60- and 90-day level using advanced computer software

•Exceeded monthly production standard as much as 179k, resulting in millions in monthly revenue by working accounts thoroughly according to state and federal guidelines

•Negotiated payment arrangements with the goal of keeping borrowers in their homes while minimizing foreclosures and repossessions while averaging 35 calls per hour and >90% quality monitoring score

FINANCE ANALYST, (COLLECTION DEPT.) CITY OF ALEXANDRIA; ALEXANDRIA, VA OCTOBER 2012 – AUGUST 2013

•Ensured timely remittance of past due taxes while consistently meeting or exceeding quota of 135 outbound calls per day, resulting in >50k collections per month

•Fielded an average of 160 incoming calls per day while performing administrative and reporting duties

COLLECTIONS MANAGER, FAIR COLLECTIONS & OUTSOURCING; GREENBELT, MD APRIL 2012 - OCTOBER 2012

•Supervised team of eight collectors for back-end collections on rental properties

•Utilized all skip tracing tools to locate tenants who owed rent or defaulted on contracts

ASSISTANT PROPERTY MANAGER, PATRIOT REALTY; ROCKVILLE, MD MAY 2011 – MARCH 2012

•Processed applications; Performed property inspections; identified and coordinated maintenance and improvement projects including supervision of contractors and vendors

COLLECTIONS MANAGER, PATRIOT REALTY, ROCKVILLE; MD MAY 2011 – MARCH 2012

•Skip traced previous tenants for collections; handled all collections cases from initiation to closure to include litigation as necessary

•Ensured timely collection of rent which brought the company cash negative to positive within six months; collected 150k - 250k per month, per property

•Managed the third-party collection process from delinquency to eviction of six different rental properties averaging >100 units per property

•Designed and maintained organizational reports

ACCOUNTS MANAGER COLLECTIONS DOMINION MANAGEMENT SERVICES, INC./DBA CASHPOINT; ALEXANDRIA, VA AUGUST 2008 -NOVEMBER 2010

•Consistently exceeded quotas and goals including exceeding a monthly quota by 6k, resulting in 60k in payments for the company

•Processed applications; managed account base of subprime title loans, requiring consent monitoring to prevent past-due accounts

•Maintained contact with clients to ensure accurate and current applications

•Enforced collections on defaulted loans up to and including repossession

UNITED STATES NAVY, COMMUNICATIONS SPECIALIST; SAN DIEGO, CA 1979-1984

EDUCATION AND TRAINING

Insurance License (Life & Annuities) Issue Date: 11-16-2016

FDCPA Recertified May 2016

UNITED STATES NAVY, RM “A” SCHOOL, COMMUNICATION 1979 - 1980

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