KEY SKILLS

Dependable, team player, punctual, hard worker, fast learner, people oriented, friendly and outgoing personality.

Good communicator with strong interpersonal skills. Strong leadership skills and excellent problem solving capabilities Strong organizational, coordination skills, creative abilities. Motivated, positive, and personable traits.

EXPERIENCE

COLLECTIONS SUPERVISOR AXIS AUTO FINANCE MISSISSAUGA, ON AUG. 2019 - PRESENT

- Supervising a team of 8 Collection Specialists - focus on cure solutions using cash payments and negotiating to make sure that as many accounts as possible are under 30 days delinquent

- Providing feedback through individual and group call calibration sessions using Chronicall and TCN phone systems along with file audits, and coming up with succession plans with each individual collector for areas of improvement

- Administrative duties such as maintaining payroll (PayWorks), creating monthly lunch/break schedules, issuing verbal, written, and final warnings to agents with ongoing behavioural / work-based habits (including agent exiting company meeting)

- Implementing Lunch and Learn program - focusing on such areas as negotiation, using proper probing questions, and open/closed ended questions

- Adhoc projects - creating Collections policy manual, assisting with workflow/dialer needs for team success, implementing Employee of the Month program within Collections department

- Assisting with call escalations, tracking and auditing commissionable arrangements at the end of each month

- Assist bailiffs with tracking vehicles using Imveritec, along with helping customers in redemption process of vehicles

- Solid knowledge base of Inovatec, TCN, ChroniCall, and RePay operating systems

- Leading team to 8 consecutive months of top cash collected and balances moved off delinquency report TEAM MANAGER, COLLECTIONS EASYFINANCIAL MISSISSAUGA, ON FEB 2019 - JULY 2019

- Managing a team of 10 Collection Specialists - focus on cure solutions using cash payments, refinancing, payment deferrals, adjusting terms of loans to move balances off A/R

- Providing feedback and coaching opportunities, coming up with succession plans with each individual collector for areas of improvement, semi-annual performance analysis for each agent

- Administrative duties such as maintaining payroll (ADP), creating monthly rotating schedules, coordinate social committee activities, taking part in weekly Operational and Strategic meetings to maximize the numbers of cures made each week, issuing verbal, written, and final warnings to agents with ongoing behavioural / work-based habits (including agent exiting company meeting)

- Adhoc projects - creating Collections policy manual, "millennial" training for Team Managers, assisting with workflow/dialer needs for team success, producing loan insurance training package

- Assisting with call escalations, reviewing quality of calls using ICBM and ININ Supervisor

- Solid knowledge base of SalesForce, WealthView, ININ, BluePay, and Scripter dialer systems

- Nominated for Best Boss Award, 2nd Quarter 2019 within first 3 months of role LINDSAY BYERLAY

Address:1-785 Main St. East. Hamilton, ON

E-mail: adi0sm@r.postjobfree.com

Phone: 289-***-****

SENIOR COLLECTIONS SPECIALIST, EASYFINANCIAL HAMILTON, ON NOV 2015 - JAN 2019

- Working with SalesForce, ININ, WealthView, BluePay, Assurant Insurance Company - posting visa/debit card payments, setting up 1-time pre-authorized payments, coordinating insurance documents / payments

- Providing a customer-service based experience for past due customers or customers that know they will fall behind on their payments (financially educating sub-prime customer base)

- Negotiate with customers for same-day payments or different cure solutions based on their reason for default - programs that could be offered were settlements, refinance of loan, payment deferrals, etc.

- Assisting with call doubles / de-escalations from other agents to come up with solutions for customers

- Championed new hire training - created 2-week “mentor-based” training program, broke down daily activities, roleplay scenarios, training tools along with topical quizzes

- Member of "goeasy" Spirit Committee, coordinated events with Hamilton Food Share, Humane Society, Boys

& Girls Club

- 2018 Senior Collection Specialist and Top Overall agent of the Year Awards Charity Fundraiser, Connect Marketing Stoney Creek, ON June 2014- Dec 2016

- Outbound telemarketing to all regions of Ontario promoting an array of different entertainment variety shows in support of charitable organizations such as the Children's Wish Foundation, Canadian Diabetes Association, and the Alzheimer's Society

- Inputting sales, administering tickets, following up with collection of payment

- Maintaining professional attitude while suggestive selling, building relationships with clients over phone and maintain their ongoing relationship with charitable organization

- Over $152,000 in charitable donations raised over 16 month period Guest Services Supervisor, Carnival Cruise Lines, USA/Australia May 2012 - May 2014

- 2 years’ experience and 3 contracts in the hotel front office as a Guest Services Associate / Supervisor and Administration on board Carnival Cruise Lines

- Reservations, individual and group check ins & check outs, posting incidentals and transactions, answering all guest inquiries/requests/complaints in person or over telephone in a polite and professional manner

- Large volume cash handling, balancing floats daily, night auditing, booking shore excursions, special needs assistance, assisting with lost luggage, lost and found, platinum guest program (concierge club), coordinate with US immigration

- Experience in assisting the Hotel Director with the clearance of muster stations during guest safety briefings, supervising guest and crew muster stations during safety briefings and drills, and additional side duties including port papers

- Cross training in Food & Beverage, Casino, Housekeeping, And Security Services departments Hiring Manager, American Income Life (Insurance) London, ON July 2011 - May 2012

- Placed enticing and professional advertisements on various websites including Kijiji and Job Bank

- Conducted both preliminary and final in-person and telephone interviews to qualified applicants using recruitment and selection methods

- Met and exceeded company goal of interviewing 20 applicants per day, and hiring 10 on average every week

- Administered employment information and payment, as well as insurance testing for hired individuals on a weekly basis

- Placed mail orders for inventory, answered incoming phone calls from clients regarding policies Cultural Representative, Canadian Pavilion at EPCOT Orlando, FL May 2008 – May 2009

- Representing Canada in the Food & Beverage department at Epcot Center

- Cash handling and stocking popcorn cart in outdoor service

- Memorization of table numbers, seating areas, menu descriptions, and wine/drink pairings

- Servicing multiple tables, clearing and places orders through computer system, creating positive and memorable experiences during each dining seating

- Upselling guests and feature drink specials and wine pairing during their meal

- Taking part in numerous “VoluntEars” program activities Guest Services Associate, Delta Hotels Ontario and Alberta May 2005 – Oct, 2011

- Ensured that all guest receive a professional, warm welcome

- Member of Social, Health & Safety, and Trouble Shooting teams in multiple locations

- Answering all guest inquiries/requests/complaints in a polite and professional manner

- Shadowing and guiding new employees in regards to ethics and protocols, guest interaction, and problem solving

- Registering and promoting of “Delta Privilege” loyalty program; tracking stays, administering rewards points

- Nightly balancing of cash float and hotel accounts, balancing accounting for entire hotel operation

- Creating positive work environment through motivation and rewards programs OTHER SKILLS

Computer skills and proficient knowledge of Microsoft Office, Word, Excel, Access, Power Point, Outlook Typing: 80 wpm; competent in using general office equipment; photocopier, fax, multi-line telephone, data entry, clerical duties

Driving G License

EDUCATION

CERTIFICATION

REFERENCES

Cambrian College Tourism and Travel Diploma 2003 - 2005

Sudbury, ON

Conestoga College Recruitment/Selection, Training/Development, Health/Safety courses completed

2009 -

2010

Kitchener, ON

Continual Education Programs Multiple courses finished in regards to Customer Service, Multi Tasking, and Administrative duties

Carnival Spirit / Australia

JD MCCAULEY - VP OF COLLECTIONS EASYFINANCIAL - 604-***-**** ERIN FLEMMING - SENIOR COLLECTIONS SPECIALIST - AXIS AUTO FINANCE - 416-***-****

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