Operations Manager Service Representative

Robin E. Clark ********@*****.***

**** ****** ***** ***** *********, CA 94513 925-***-****

Summary Of Qualifications

Accomplished and results-oriented professional with 25 years of demonstrated expertise in customer service, and operations management as well as credit and collections. Outstanding management experience in a call center environment. Comprehensive and in-depth experience in all aspects of customer support with an emphasis on networking, consumer, and commercial collections. Strong leadership skills with the ability to adapt to changing work environments and diverse working atmospheres to include management of workers, vendors, and customers. Organized and detail-oriented with excellent abilities in leading business-related activities, motivating staff, and devising customer service programs while building and maintaining strong business relationships.

Professional Experience

Safe America Credit Union Pleasanton, CA

Consumer Collections Representative June 2015 – Present

As a Modification and Loan Process Specialist, duties include: various aspects of collections, responsible for calling 60- to 120-day delinquent loans. Ensure and prioritize service is given in a timely manner.

Handle payments, verify proof of insurance, do skip tracing on outstanding loans, make notation on all accounts, review potential fraud activity or unauthorized charges, and assist customers on inquiries.

Conduct activities pertaining to the collection of delinquent accounts, either directly or through appropriate collections channels to ensure payment from clients, dealerships, and insurance companies.

Compile and analyze data for monthly management of delinquent accounts to measure performance.

Experience and proven ability in negotiating, implementing, and maintaining payment plans for accounts, recommend and implement strategic disposition processes for delinquent and unpaid accounts.

Clean Net of the Bay Area Oakland, CA

Operations Manager / Telesales Supervisor February 2006 – March 2015

Ensured that the facilities managed under contract were cleaned correctly and according to the client’s contracts or standards. Completed daily inspections of client’s facilities to ensure work done properly.

Duties also included investigation of client’s complaints of missed or improperly cleaned area’s as well as taking necessary steps to ensure the problem would not recur including terminating contractors who were in continuous violations, missed appropriate work duties, or any thefts occurring during their shift.

Administered all aspects of communications in a call center environment. Handled 250 inbound and outbound calls per shift. Developed leads/maintained database of prospects for outside sales department.

Interfaced with accounting department to ensure proper billing information and the issuing of credits.

AT&T Cable – formerly TCI Cable Hayward, CA

Customer Service Representative March 1994 – January 2006

Handled high-volume inbound calls regarding customer accounts, maintained proper database on services rendered, ensured proper information was documented for correct billing, and completed light collections on delinquent accounts. Researched misapplied payments and verified credits during poor reception or outages.

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Education

Syracuse University – Bachelor of Arts in Business

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