Customer Service Manager

Monica Jackson

Mcdonough, Ga *****

404-***-**** ********@*****.***

Productive Credit and Collections Professional eager to contribute Staff Supervision, Operations, Budgeting and Communication skills in a Leadership role.

Profile of Qualifications

Over 16 years of successful experience in the financial sector.

Track record of progression to positions of increasing responsibility and authority.

Well-honed management and project oversight skills.

Outstanding capacity in client service/relations.

Solid accomplishment in all phases of organizational leadership and performance.

Outstanding leader, mentor and motivator.

Well-organized multi-tasker.

Notable communications, interfacing and relationship-building skills.

Proficient in MS Office Suite.

Experienced in Kronos, Salesforce, Microsoft Office, Excel, and PowerPoint presentation creation.

Familiar with various CRM software.

Key Areas of Expertise

Analysis ~ Account Management ~ Customer Service ~ Client Advisement ~ Delinquency Reports ~ Daily Deposits ~ Re-possessions ~ Recruitment ~ Training & Development ~ Cost Control ~ Notary Public ~ Title Processing

Professional Synopsis

AR Specialists, Thyssenkrupp, Marietta, GA Aug. 2019 - Current

● Managed an assigned portfolio by engaging in phone calls or emails

● Display thorough knowledge of service, extras, and repair documentation, including billing, insurance certificates, contracts, lien waivers, etc.

● Reads an understand contract language and uses knowledge in negotiations with customers as contracts will dictate payment terms and conditions.

● Monitors accounts for potential write-off; prepares required credit and bad debt write off requests and routes for appropriate signature.

● Coordinates monthly conference calls with district and branch personnel.

Branch Manager, Western Finance, Forest Park, GA Sept. 2018 – Apr. 2019

● Created a credit risk management environment of an acceptable quality, in terms of established credit guidelines; developed sound, acceptable credit policies.

● Managed account receivables and all related functions; renegotiated account receivable balances, streamlined processes, and improved client retention rates.

● Investigated and verified financial status and reputation of prospective customers applying for credit.

● Reviewed and adjusted credit lines on a regular basis; revoked lines of credit upon receipt of external information pertinent to financial strength of account.

● Identified problem accounts and negotiated payment programs with delinquent customers.

● Complied and reported all bad debts and credit issues on a quarterly basis; monitored delinquent accounts carefully and coordinated collections with third party contractors.

● Interfaced and assisted sales representatives with data for customers regarding delinquency and daily sales.

● Demonstrates consistent and effective leadership through the supervision and development of Branch goals, minimize turnover, and create conditions for positive and effective working relationships.

● Implements internal Branch auditing procedures which properly control all negotiable items and company records held within the Branch. Such procedures must meet and may exceed those dictated by

company policy.

GMIT, First American Title Lending, Conyers, GA Oct. 2017 – Aug. 2018

Lead staff of up to four personnel and meet/exceeded all unit objectives.

Assess account delinquency reports and conduct payment initiatives.

Oversee collection calls for major accounts and all charged-off accounts.

Close out all loans and facilitate vehicle evaluations.

Monitor account cash management including daily deposits.

Agent, Acceptance Insurance, McDonough, GA Jan.2017 – Sept. 2017

● Specialized in the sale of Property and Casualty Insurance.

● Specialized in the sale of Motorcycle Insurance using Dairy land and Commercial Insurance using Infinity.

● Developed base for long-term sources of clients by using referrals, occupational and special-interest groups to

compile a list of prospects.

● Determined clients’ particular needs and financial situations by scheduling fact-finding appointments by

reviewing the extent of present coverage and investments ascertaining long-term goals.

General Manager, TMX Finance, McDonough, GA and Morrow, GA Nov. 2005 – Jan. 2017

Recruited to direct all functions of a $2.3M store.

Lead staff of up to five personnel and meet/exceeded all unit objectives.

Assess account delinquency reports and conduct payment initiatives.

Oversee collection calls for major accounts and all charged-off accounts.

Oversaw the launch of a newly developed call center in Fort Worth TX.

Led a team of 30 call center agents for 18 months before returning to GA to assume leadership of a $1.5M store and took on the role as the GM training store for the region.

Deliver exceptional customer service, interpret contracts and finalize billing terms.

Close out all loans and facilitate vehicle evaluations.

Monitor account cash management including daily deposits.

Education

East Mississippi Community College, Mayhew, MS, Business Administration

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