Call Center Customer Service Supervisor

Mark I. Patterson

North Andover, MA ***** – 857-***-**** (C) – *.***.*********@*****.***

Summary

Highly motivated, goal oriented professional with over 25 years of management, collection and sales experience. Seeking to obtain full-time, long-term employment with a professional organization that has potential for advancement.

Skills

• MS Office

• Proficient in multiple collection programs,

including GWA, Advantage and C.I.C.T.

• Collections

• Leadership

• Management

• Training and Development

• Proficiency in 3rd party collection

laws and regulations

• B2B Sales

Experience

F.H. Cann & Associates, Inc. North Andover, MA 2020 to Present Call Center Supervisor

• Lead and develop team of customer service representatives to achieve contact center metrics.

• Effectively train, coach, and develop customer service representatives at all skill levels.

• Mentor underperforming management team peers as requested by Senior Leadership.

• Monitor and track quality and compliance, including routine call monitoring and documentation checks, track daily expectations and document employee files.

• Handle all escalations and client requests.

• Discuss areas of opportunity and improvement with customer service representatives through Zoom coaching sessions.

• Conduct new hire interviews.

• Professionally and fairly handle disciplinary issues.

• Maintain attendance records.

• Successfully leads training classes of entry level CSR’s to Level II, totaling over 300 representatives, leading to an additional revenue stream for the department.

• Build, develop and maintain a training curriculum of continuing training classes. Unit Collections Supervisor 2017 to 2020

• Lead and inspired team of collectors to achieve top performance with reward incentive program.

• Upheld federal regulatory guidelines under FDCPA and US Department of Education.

• Effectively trained, coached, and continuously developed collectors at all skill levels.

• Performed file audits.

Mark Patterson

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• Monitored and tracked quality and compliance; including routine call monitoring, documentation checks, tracked daily expectations and financial results.

• Handled escalations and client requests and resolved consumer/borrower complaints.

• Discussed areas of opportunity and improvement with specialists.

• Conducted new hire interviews.

• Handles disciplinary issues.

• Maintained attendance records.

Oxford Global Services, LLC Beverly, MA 2015 to 2017 Account Manager

• Placed potential employees for temporary or permanent employment within the life sciences department.

• Responsible for building relationships with current and prospective clients.

• Drove business by cold calling into major pharmaceutical/medical device companies. Nelson, Watson and Associates/CBE Group Lawrence, MA 2007 to 2015 Branch Manager / Collection Manager

• Directed staff of 35 - 40 collectors and supervisors.

• Consistently met and exceeded collection and aggregate remittal goals set by client.

• Maintained payroll within company directives.

• Maintained monetary profit within regulatory guidelines with an innovative and secure system that allowed for full saturation of business placed.

• Built corporate division sales relationship with Capitol One business account.

• Reported directly to the head of sales and CEO of Nelson Watson. Valentine & Kebartas, Inc. Lawrence, MA 1998 to 2007 Branch Manager / Collection Manager

• Responsible for growing business by placing large clients such as, Dell Financial and Bank of America.

• Directed and coordinated with clients and reviewed liquidation of massive account placement.

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