Dwayne Strode

**** ***** **** *.*.

Canton, Ohio 44705

330-***-****

adppme@r.postjobfree.com

EXPERIENCE

**/****-******* ******** ********* Ravenna, Ohio

Collection Manager BHPH

Monitor collectors and customer contacts based on an established quality program. Read collectors notes and do so on a daily basis. Measuring the amount of collection work being done and quality of that work and analyze what is happening with an account. That will allow the company to find weaknesses in the collector skills and their weakness in their style.

Develop schedules that support the forecasted calls and non-phone workload which will allow collections to meet service level objectives, quality objectives and productivity objectives.

Provide consistent support to specialist by serving as a reliable resource for information and resolving difficult customer situations. Responsible for handling escalated calls and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction.

Perform management of personnel activities such as determining staff levels, hiring and recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations, counseling and terminations. 06/2011-01/2015 Midwest Diversified Recovery Services Canton, Ohio Collection Manager

Manage day to day activities Third Party Collections

Inbound and outbound calls for Medical Collections 60-90 days past due. ~150 calls per day

Skip tracing

Data Entry, updating accounts/files

Negotiating repayment options

11/04-05/2011 T.C Companies Cuyahoga Falls, Ohio

Collections Supervisor

Supervise day to day operations staff of 8 collectors

Third party medical collections

Skip tracing

8/03-11/04 Oks/Ameridial Barberton, Ohio

Project Supervisor

Set up daily plans on projects using previous days reports and weekly schedule on goals

Delegate daily plans to project leaders

Monitor TSR's for quality and performance

Report to Regional Manager

2001-2003 Peoples Community Mortgage Banc Dublin, Ohio Senior Loan Officer

Manage loan origination and penetration of all home lending products, to include 1st and 2nd mortgages 2000-2001 Allied Interstate Columbus, Ohio

Collection Manager

Script development and adherence to third party collection laws

Helped develop training manual for 60-90 training period of new employees

Third party collections for delinquent credit card accounts

Hire, train and supervise 20 employees in call center 1999-2000 The Associates Financial Columbus, Ohio

Branch Manager

Selling, servicing and collections of consumer and real estate loans

Responsible for all day to day branch operations

Managed four representatives daily production

1995-1999 GC Services Columbus, Ohio

Assistant Manager

Script development and adherence to third party collection laws

Supervise fourteen collection and support personnel in delinquent student loan recovery

Monitor fee projections and supervise floor activity

Assume office manager's responsibility in their absence 1993-1995 Combined Insurance Columbus, Ohio

Sold and managed a territory for supplemental health policies

Expanded customer base thirty percent in two years ACHIEVEMENTS

2017 Fred Pryor Seminar Collections Law

2001 Western Union First Quarter Champion Collector 1999 USA Group Top Performer of the Year

1999 USA Group First Place Agency

EDUCATION

Ohio Dominican University Columbus, Ohio

Bachelor of Arts in Business Administration

Ashford University Clinton, IA

MBA Organizational Business Management

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