Collections Supervisor
Resume:
Jacksonville, FL *****
****.**********@*****.***
Cell: 904-***-****
Profile
I am a dedicated individual who has determination to excel and succeed in any environment. I have extensive experience in accounts receivables(collections) with additional skills in sales and customer service. I am always ready to enhance my abilities, accept new responsibilities or roles, continue to learn daily and develop my professional skills to further build my career. I am a great team player and also work very efficiently on my own to complete any given assignment or directive. I am seeking a position where I can continue to evolve and excel while giving my best to an employer.
Key Skills
Solving difficult tasks or problems by troubleshooting and providing different angles/ideas resulting in multiple solutions
Building management relationships. Motivate and lead employees to set goals and priorities by applying the correct methods and using all available necessary resources
Provide a standard of excellence in the work place by exceeding expectations and being the example others follow.
Organizational and excellent with time management and prioritizing.
Multi-tasking, meeting deadlines for audits and reports which includes but isn’t limited to employee issues, consumer request and administrative work.
Pulling and Analyzing Credit Bureau (Experian, TransUnion, Equifax) reports and public records to utilize information needed
Work and communicate as one team to work toward common goals and promote company culture
Experienced at operating collections and recovery programs such as Lattitude, EDA, CBC Innovis, TLO, Noble and Accurint, Live Vox, Edigin, ADP, Manager Dashboard and knowledgeable on all state and federal laws for collections
Knowledgeable in using Microsoft Outlook, Word, Excel, and PowerPoint. Proficient on computers.
Professional Experience
Floor Operations Manager
May 2014 – Current Diversified Consultants Inc, Jacksonville, FL / Portland, OR
Effectively communicate to 12+ Collection Supervisors, also to 120-145 AT&T, Verizon, TMobile, Sprint recovery agents regarding office or companywide changes and messages of company expectation modifications or new policy. Managed 12 agents on my own team as well as ensured Supervisors follow up and complete company expectations and directives given by the General Manager, Vice President or myself.
Actively ensure the collection floor is organized and productive at all times while promoting the DCI culture, leading by example and problem solve no matter the issue. I always have an open door policy for any Supervisor or agents to be able to come up and speak with me openly or privately regarding any issue or concern and handle accordingly.
Organize and monitor LiveVox skills, campaigns, dialer builds and create dialer campaign schedules for the week. Communicate with all agents and managers regarding active dialer schedules and throttle adjustments. Validate agents are in correct campaigns, made sure dialer wait times between calls were 25 seconds or less.
Review Account Analysis/Queries to determine work efforts on:
Money Queues, No Resolutions, Owned files- new business activations, skip tracing efforts, Client Specific needs/goals/up-down tracker; Audit each client designated phone lines.
Create client forecast, projections and liquidation charts. Create and update client SOP’s (Standard Operation Procedures) and track calculated Team projected goals for each Supervisor weekly.
Review and understand client scorecards along with overall company production on client breakdowns verses where we currently stand compared to the competition.
Track and report to the Vice President overall day to day production of my Shift along with completing other end of day tasks and running client specific reports.
Project Manager / Supervisor
January 2012 – May 2014 Stellar Recovery Inc., Jacksonville, FL
Prioritize Executive and Stellar Corporate Communications – Reply to any necessary emails and communications regarding immediate task and legal complaints/lawsuits that involve any agents on the project. Prepare morning meeting topics.
Effectively communicate to 35-40 agents regarding recent client changes and messages of company expectations.
Ensure that agents provide solid customer service experience, are overcoming objections, abiding by UDDAP/FDCPA and state laws, including disclosures such as Mini-Miranda, quality recording, TCPA, payment authorizations and no resolution disclosures.
Listen to live agent calls for training opportunities:
Tonality, customer experience, compliance, stressing urgency, securing best possible arrangements based on consumer’s financials.
Barge into calls in which agents are struggling to close deals and coach agent through the call or take over the call to close and complete an After Action Review (AAR).
Restructured training programs and standard operating procedures, developed “Routes of Resolutions,” or R.O.R program to help agents follow a payment hierarchy and provide account resolution options.
Completed weekly agent call monitors that are reviewed with the agent and grade using company scorecard and “client specific handling” (Dish Network) guidelines to be sure all agents are compliant with company and client standards.
Review Agent Dialer Stats and No Resolution reports from the prior day with each agent to find and discuss any developmental opportunities which will increase productivity and collections.
Conduct calibration calls to minimize compliance risks for company and protect the best interest of Stellar Recovery Inc.
Create client forecasts for new business placements and forward flow placements for all Telecommunication clients.
Recovery Specialist
April 2008 – December 2011 Enhanced Recovery Company, Jacksonville, FL
Collected on personal file of over 185 pre-legal Capital One bankcard accounts (3rd party).
Trained and was certified on FDCPA and State laws (passed all written and verbal test with 100% throughout 3-week training course’s).
Worked on automated dialer, manually dialing through internet software and taking inbound calls.
Was nominated for “Top” talk off (T.O.) by Client, Capital One, within first 3 weeks on project. First ever in history of ERC for “new” collector on project.
Academic Experience
FLVS Graduate 2008, Jacksonville, Fl.
GPA: 3.85
Excelled in English literature
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