Customer Service Call Center

Joel A. Howard

804-***-**** **** Stony Creek Parkway Chester, VA 23831 **********@*****.***

Customer Service Focused Sales Professional

25+ years’ experience in customer focused, global/national sales, and managing/developing bottom line revenue; from startup companies to publicly traded Fortune 100 corporations. Consistently exceeding annual goals for profitability and exponential growth. Stellar ability to lead, cultivate and manage sales teams to surpass revenue objectives.

• Customer Service/Call Center/Collections

• B2B Sales, Account Management & Development

• Goal Attainment & Revenue Growth

• Budgeting/Forecasting/P&L – Financial Acumen

• Talent Acquisitions & Recruitment

• Leadership/Management/Training

• Highly Self-Motivated w/Excellent

Communication

Professional Experience:

Mortgage Collections Specialist II

Truist Bank, Richmond, VA 2022 – Present

• Process, verify and solicits payments on overdue mortgage accounts.

• Responsible for keeping sensitive records of all delinquent account, incomplete files, and credit risks.

• Process, verify and solicits payments on overdue mortgage accounts.

• Responsible for keeping sensitive records of all delinquent account, incomplete files, and credit risks.

• Familiar with a variety of the field's concepts, practices, and procedures.

• Relies on experience and judgment to plan and accomplish delinquent collection goals, utilizing a certain degree of creativity and latitude.

• Strict adherence to all bank and federal government agency guideline requirements and regulations.

Achievements: Achieved top 5 specialist ranking or better out of 118 representatives over the past 8 months. Achieved 100% on required compliance for all inbound and outbound calls monthly over the past 8 months.

Recruiter – Customer Service/Call Center

Adecco, Chester, VA 2020 – 2022

• Exceeded all company recruiting goals to fulfill temporary positions.

• Customer service calls on an automated dialer system, screening candidates and data entry into CRM database – Salesforce.

• Processed all onboarding process; I-9’s, tax forms, criminal background checks, drug screen processing and handling sensitive information according to all federal and state government guidelines.

• Delivered stellar customer service and satisfaction to candidates and clients. Store Sales Manager

Avail Vapor, Chester, VA 2016 – 2020

• Exceeded all company sales targets and consistent growth, making bonus plan month after month.

• Assist in coaching, developing, and holding team accountable for all aspects of SUCCESS in selling behaviors, exceeding goals and achieving all KPIs, while maintaining a culture of accountability within the market.

• Became the authority on all retail inventory, policies and procedures as well as our competition, selection, pricing, promotions, and level of service.

Achievements: #1 Consistently hitting USRP month after month for 4+ years in the state of Virginia; 1st store to consistently hit and maintain groundbreaking sales. Territory Sales Manager for Southwestern Virginia/IT Support Manager/Returns Manager Weathers Auto Supply, Petersburg, VA 2012 – 2015

• Responsible for growing sales territory while reaching monthly goals, through generating new accounts as well as growing existing customer base stronger within sales territory, customer fitment needs and available budget to help maximize profit. Created all training manuals/sales database/employee trainer.

• Successfully researched, designed, and implemented new company website along with rolling out new industry specific database software and was responsible for all in house IT/network maintenance.

Achievements: Weather’s was nominated for the 2015 for Warehouse Distributor of the year through Specialty Equipment Market Association also known as SEMA. This is the first time in 25 years of business Weathers Auto Supply has been nominated for this achievement. Account Executive

New Horizons Computer Learning Center, Richmond, VA 2008 – 2012, 2000 - 2002

• Generated new accounts and built annual revenues, by polishing prospects, cold-canvassing capabilities and by setting up TAA (Trade Adjustment Act) funding approval. Call Center/Customer Service – Auto dialer and CRM database documentation.

Achievements: From 2000-2002, was the youngest sales representative to hit all sales goals in a fiscal 2-year period. From 2008 -2012, Intricate part in creating the location training center of the year for our market. Education and Training:

Certification, CompTia A+ 2001

New Horizons Computer Training Center, Richmond, VA High School Diploma 1998

Thomas Dale High School, Chester, VA

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