Collection Manager / Customer Service

Stanley B. Toomer

C: 770-***-****

*** ********* *** *: 770-***-****

McDonough, GA 30253 ********@*****.***

summary

Results oriented manager with a solid track record of experience in the collection industry overseeing a staff of up to 75 employees. Strong analytical and organizational skills combined with the ability to work well with people at all levels. Strong knowledge of Microsoft applications. Independently gathers, conducts and analyzes data and information. Keen attention to detail, conflict resolution skills, self-starter; flexible

Areas of expertise include:

● Leadership ● Flexibility

● Setting and Achieving Goals ● Coaching

● Communication Skills ● Motivator

professional experience

ARC Management Group, Kennesaw, GA

Client Services, 2018 - Present

Build and nurture strong personal relationships with clients and process individual needs of the client. Work as liaise between clients, account managers and appropriate personnel to manage and update client files with complete information. Also correspond with clients to resolve any problems or concerns. Perform other duties as required to build a strong business relationship with clients.

RMS/Iqor, Atlanta, GA.

Tele-worker - Specialist Commercial Insurance Services, 2012 - 2018

Maintained a successful commercial collection portfolio recovering past due debt pertaining to workers compensation and general liability insurance. Duties included negotiating with business owners, accountants, CFOs, and attorneys’ offices to recover Workers Compensation Insurance bad debt. Successfully attained an annual recovery rate of 107%.

Dun & Bradstreet - RMS/Iqor, Atlanta, GA.

Commercial Collection Manager/AVP, 2001 - 2012

Responsible for a team of collectors recovering a monthly budget of $1.7 million. Analyzed collection trends with successful recoveries of 113% over annual budget. Fostered teamwork within groups to ensure a professional, quality-oriented work environment. Organized and coordinated workflows. Managed and set collectors’ budgets. Managed an auto dialer system. Maintained effective and exceptional verbal and written communication with staff via senior staff meetings, general department meetings, and memoranda regarding procedural and technical changes and departmental policies. Handled escalated complaint calls. Sustained zero employee turnover rates in 2004.

Collector/Team Lead Supervisor, 1999 - 2001

Collected commercial bad debt accounts. Achieved a success rate of obtaining monthly budgets eleven out of twelve months. Maintained file delinquency rate at 0%. Satisfied customer needs through verbal and written communications with clients and customer service support staff. Averaged a total of 135 calls per day which was above the required company standards of 90 calls per day. Winner of the Bill Huebners Award for exceeding quarterly budget in 1999 at 127%. Assisted manager in setting collectors objectives.

Asset Care Medaphis Corporation, Atlanta, GA.

Collection Manager, 1994 - 1999

Set collection guidelines and budgets. Hired and managed a staff of 35 medical collectors. Analyzed collection recoveries. Maintained a success rate of 115% over annual budget. Provided strong leadership, direction, and motivation for the staff. Hired and developed staff through coaching, guidance and delegation. Built and maintained a strong relationship among staff through verbal and written communications. Audited daily collectors’ files.

Collection Supervisor, 1993 - 1994

Hired and trained medical collectors. Assisted the collection manager in conducting file reviews. Interviewed prospective collectors. Set monthly collectors’ budgets. Monitored and analyzed daily, weekly, monthly, quarterly and yearly recovery reports. Provided coaching, training, and feedback on team performance and annual performance appraisals. Organized and monitored unit workflows and accounts distribution.

Collector, 1989 - 1993

Collected medical, auto deficiencies, and bank card bad debt. Obtained successful budget ten out of twelve months. Winner of the President’s Award for Outstanding Collections in 1992.

United States Army

Material Storage and Handling Specialist, Fort Polk, Leesville, LA.

Warehouse and Forklift Operations Specialist, Bitburg Airbase, Bitburg, Germany.

Unit Supply Specialist, Hunter Army Airfield, Savannah, GA.

Certificates and Awards

• Primary Leadership Development, US Army

• Certificate of Affiliation, The United States Army Quartermaster Corps Regiment

• Overseas Service Ribbon, US Army

• Army Service Ribbon, US Army

• Army Good Conduct Medal, US Army

• Army Achievement Medal, US Army

• Terrorism Awareness Training, US Army

Education

Ridgeland High School, Ridgeland, SC. 1979 - 1983

St. Leo College, Savannah, GA 1987- 1989

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