Operations Manager Customer Service
Resume:
Larry Goldman Operations/Collections Manager
******.********@*****.***
Operations Manager with 26 years experience directing operations, providing corporate vision, and motivating team members by defining and communicating clear ideas and strategies.
Skills
Experience
Connect America Bala Cynwyd, PA Collections Manager Sep. 2016 Current
• Motivated, kept track of daily collection number.
• Supervised team of 18 collection agents
• Monitor phone calls and continued coaching of agents.
• Hire, and train new employees.
Universal Accounts Pasadena, CA Owner/Operator Sep. 2015 Sep. 2016
• Grew book of business through consultative sales, upsells, and renewals.
• Brought in new business to business clients through cold calls and referrals.
• Identified new business opportunities and developed rapport, supporting new client relationships.
• Coordinated and supervised activities of team members to consistently meet customers' needs.
• Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
Eastern Revenue, INC. Audubon, PA Owner/Operator Dec. 2008 July 2016
• Increased revenue and reduced risk by enforcing company policies and improving operations.
• Created a company culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention.
Staff hiring Sales oversight
Operations management Training and development
Develop policies Staff management
Employee training and development Cost control and budgeting Team building and leadership Performance evaluations Customer service
• Purchased another collection agency reorganized operations and staffing to improve workflows and profitability.
• Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvement.
• Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
AR Resources, INC Blue Bell, PA Account Executive Oct. 2007 Dec. 2008
• Identified client needs, goals, and provided strategic direction and roadmaps for growth.
• Advocated for client needs by communicating with internal teams to define clear actions and deliverables.
• Engaged clients with positive, enthusiastic, and professional approach.
• Increased business to business clients through cold calls and referrals. NCO Group, INC. Horsham, PA Manager, Jan. 1997 Oct. 2007
• Managed employee performance through disciplining, coaching, and counseling
• Conducted performance appraisals, and recommended promotions.
• Improved team member performance through motivation and training.
• Coordinated resources and schedules to meet targets and adhere to deadlines.
• Oversaw day-to-day operations and special projects in fast-paced work environments. Education
Temple University Philadelphia, PA
B.A. Communications
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