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Manager Customer Service

Acworth, Georgia, United States
September 28, 2019

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Trae Berger

Acworth, GA ***** • • 630-***-****

Senior Operations Manager

Seasoned, forward-thinking professional commanding more than 15 years of progressive, cross- industry operations management. Resourceful and quality-focused visionary offering a record of spearheading lean transformations, improving organizational performance, maximizing productivity, eliminating waste, controlling costs, and driving revenues. Strategic and safety- conscious leader skilled at building high-caliber teams as well as certifying world-class customer service. Demonstrated ability to communicate effectively with all levels of professionals from diverse backgrounds. Proven expertise in:

• Continuous Process Improvements

• Change Management

• Quality Assurance

• Performance Management

• Effective Communication

• Strategic Planning

• Operations Management

• Cross-Functional Leadership

• Program Management

• Staff Training & Development


Aaron’s Corp. – Kennesaw, GA

Manager, Renewal Retention, Sept. 2017 – Present

Observe calls for quality assurance, gather regular productivity statistics, and facilitate influential leadership for stores throughout legal processes to enhance the recovery of cash and inventory returns. Aid regional managers, divisional managers, and stores in skip tracing of customers to facilitate collection efforts. Coach associates in account management regarding civil or criminal action pending against customers for nonpayment or refusal to return store products. Key Contributions:

Spearhead a program focusing on early-stage collections prior to charge off, coupled with a late-stage out-reach process using a new auto dialer system, increasing collections across sites by 35%.

Hyundai Capital America – Atlanta, GA

Manager, Sept. 2012 – Jan. 2017

Composed training manuals for staff in customer service capacities and titles while delivering mentoring and coaching to 45 agents. Directed consistent account reviews and quality assurance call audits. Oversaw escalated calls and analyzed requests for field visits and repossession orders. Key Contributions:

Earned a promotion to title servicing operations across three locations for Hyundai and Kia while managing collections for accounts 30 to 90 days past due. Trae Berger • Page 2

Championed process improvements that enhanced team resolution by 5% over a six- month timeframe and resulted in a #1 ranking in Atlanta among more than 90 days groups for three consecutive months.

Portfolio Recovery Associates – Jackson, TN

Operations Manager, June 2010 – Sept. 2012

Handled all staff performance and conducted quality assurance reviews that evaluated corporate and government compliance with call center requirements. Assessed historical performance data to define company goals and identify exceptional staff performance that boosted employee morale, engagement, and retention. Instituted leadership training programs which led to the promotion of five staff members to account manager positions. Key Contribution:

Amplified profitability by transforming underperforming teams which resulted in eight- month performance improvement streaks on one team and generating a 45% increase in total collections in four months by an additional team. Navistar Financial Corporation – Schaumburg, IL

Operations Manager, Jan. 2008 – July 2009

Instructed and mentored teams in FDCPA collections techniques and high-impact customer satisfaction aptitudes. Orchestrated legal, bankruptcy, and litigation process in conjunction with the corporate legal department and outside counsel. Key Contribution:

Slashed repossessions by 23% which salvaged delinquent accounts by restructuring contracts.

Successfully maintained a delinquency rate of 7.5% or lower.

Established a mobilized team focused on collecting from delinquent accounts for commercial fleets of semi-trucks and trailers with values from $20k to $50M. Additional Experience:

Express Equity Unit Manager, HSBC, Carmel, IN & Las Vegas, NV Electronic Communications Specialist, Army Sergeant, U.S. Special Operations, Ft. Bragg, NC


Bachelor of Science in Economics & Business

University of Tennessee at Martin – Martin, TN

Technical Proficiencies:

Seibel, IMS, Avaya, Oracle, Innovis, ADP, PeopleSoft, CRM, TLO, Accurint, Microsoft Office Suite

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