Customer Service Call Center

Don R. Tatosian 909-***-****

Upland, CA **********@*****.***

mailto:***@**********.***

Experienced Call Center, Customer Service & Collections Manager

EXPERIENCE

Credit Lending Services 2017- current

Servicing- Customer Service/Collections Manager

In charge of the Customer Service Department, Collections Department, Bankruptcy Department and Buy Back/Recourse Department.

Assist with escalated calls and daily review of accounts to make sure company's policies and procedures are followed and enforced.

In charge of delinquency from 1 day past due to charge off.

Daily review of recorded calls to ensure agents are following policies and procedures.

Assigning, creating and distributing queues to agents to ensure all accounts are worked properly.

Daily review of delinquency to ensure company's goals are met.

Review accounts that are escalated to be assigned out for repossession.

Review and assign accounts to be bought back from dealerships according to established policies and procedures.

Call dealers and dealer representatives to follow up on pending buy backs and or pending issues with dealers.

Review list of pending titles from dealerships to ensure they are received on time according to company's policies and procedures.

Review and recommend accounts to be charged off and charging them off once approved by upper management.

Daily coaching with agents to ensure FDCPA policies and procedures are followed and enforced.

Key Accomplishments

Decreased delinquency from 5.00% to 3.50%

Assisted in growing the portfolio from 7 million to 21 million portfolio

Created and established policies and procedures that have helped the efficiency of the company.

Westlake Financial Services 2011- 2016

Servicing Supervisor

Manage and develop a team of Customer Service/Collection Representatives (CSR) to meet operational and contractual goals; maximizes the potential of each employee supervised

Ensure proper recruitment, training, staffing and technology to handle call volume and contractual requirements

Monitor 15-25 employee performance standards, and take appropriate corrective action in order to meet standards

Monitor the standards of performance of the Call Center and recommend and initiate call center process and policy improvements to ensure that the business excels in its performance

Training focus on sales/solicitation of new products

Make recommendations and implement changes to improve service efficiency

Evaluate current reporting tools and performance measurements and make continuous improvements as needed

Champion new technology improvements and system enhancements to meet business objectives

Managed employee Performance Evaluation process

Key Accomplishments

Introduced a leadership training program for our Servicing department

Assisted in the Servicing of a $1.3million acquisition

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