Customer Service Financial Services
Resume:
New Rochelle, NY *****
Cell 904-***-****
************@*****.***
William A. King
Qualifications Summary
Collections Operations Professional with more than twenty years of Collections leadership, Customer Service, and Management experience in the B2B, Consumer, Financial Services and Medical Industries. Experienced in start up, management and growth of offshore operation as well as overseeing multi-million dollar operations in the U.S. Proven ability to drive technical solutions and provide leadership with direction from initial concept to end results. Adept in developing budgets and ensuring that operations are meeting or exceeding budgets on controllable items. Excellent written/verbal communication skills as well as interpersonal and problem-solving skills. Excellent technical skills: Microsoft Office, Pivot Tables, V Lookups, Quickbooks, Dynamic, Suite, Recall Statements, Cubs, Access and auto-dialers.
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July 2013 – Aug 2023 Unlimited Recovery Agency Jacksonville, FL Collections Manager
● Provide leadership to insure that site is operated in a fiscally prudent manner.
● Conduct monthly/quarterly financial reviews to insure focus on and improvement of financial results of the site.
● Prove customer service on on escalated calls
● Take inbound calls to assure customers needs are met and questions are answered in a courteous and timely manner.
● Assist with A/R and customer disputes
● Develop budgets and insure that site is meeting or exceeding budgets on controllable items.
● Posted cash payments via Quickbooks and internal applications.
● Insure all corporate policies are adhered to in all facilities.
● Develop short term and long term goals to insure that these business units become/remain viable and competitive.
● Provide leadership to insure that operations are continuously improving.
● Drive technical solutions and provides leadership and direction to project management teams responsible for execution from concept to end results.
● Work closely with Sales and QA to insure that customer specs are achieved.
● Responsible for all client performance calls and reports. Jun 2009 – July 2012 United Collection Bureau Davie, FL. Director of Operations
● Conduct monthly/quarterly financial reviews to insure focus on and improvement of financial results of the site.
● Develop budgets and insure that site is meeting or exceeding budgets on controllable items.
● Oversee staff of over 150 employees with over 20 profitable CITI bank card portfolios.
● Insure all corporate policies are adhered to in all facilities.
● Develop short term and long term goals to insure that these business units become/remain viable and competitive.
● Provide leadership to insure that operations are continuously improving.
● Drive technical solutions and provides leadership and direction to project management teams responsible for execution from concept to end results.
● Work closely with Sales and QA to insure that customer specs are achieved.
● Responsible for all client performance calls and reports.
● Resigned to relocate back to home in Jacksonville, Florida for family reasons. Jan 2007 – Jun 2009 Hunter Warfield Tampa, FL,/ Guatemala Senior Consumer Manager
Responsible for site growth in Tampa, FL as well as off shore in Guatemala from 65 account reps to over 200.
Responsible for monthly revenue goals in excess of $1.4 million dollars monthly.
Manage staff of 6 Collections Managers and 200 plus account reps.
Primary responsibility for the site was to ensure proficient collections on past due consumer as well as commercial apartment and senior living accounts.
Created strategies and work flows that maximize collections.
Establish and monitor performance metrics.
Identifying trends and opportunities for improvement.
Coach and develop staff of Managers and Account Reps.
Audit account files to assure company maintains compliancy.
Run phone and call reports to assure work standards are met.
Ensure dialer strategies for Tampa and Guatemala.
Train new hires to be proficient in FDCPA regulations.
Responsible for site’s P&L report monthly.
Oct 2003 – Nov 2007 (closed Jax office) ARS National Jacksonville, FL Recovery Manager
Responsible for meeting a monthly company revenue goal through effective oversight of the production efforts, morale, and personal development of an assigned group of Supervisors and Account Representatives.
Managed 15 Citibank portfolios ranging from prime accounts to purchased paper.
Developed staff through formal and informal coaching.
Reviews and analyzes production reports focusing on increasing performance while controlling expenses.
Managed to employee retention targets.
Responsible for meeting company and client expectations for portfolio liquidation performance, strategy optimization, and acceptable NSF rates.
Set the day-to-day direction for all Supervisors and their assigned groups.
Oversee Supervisors and Account Representatives work schedule and workloads.
Performed other duties as needed.
Managed site of over 150 employees with revenue goals exceeding $800,000 fee dollars monthly.
Set a site record for revenue achieved in the month of February. Education 1989–1993 Alabama State University Montgomery, AL B.S., Business Administration
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