Customer Service Call Center
Resume:
Darryl Shepard
Lawrenceville, GA 30045
Email: ***********@*****.***
SUMMARY OF QUALIFICATIONS
** ***** ** ***********, ******** Service and Call Center experience with 30 years of successful Supervision and Management. Dialer and Inventory Management Expertise.
INDUSTRY EXPERIENCE
04/18 to Present Debt Solutions Incorporated
President/CEO
Founded, owned & operated a third party Collection Agency. Managed The entire operation including purchasing & obtaining accounts, hiring
& training employees, software management, payroll, customer service,
Develop, implement, and enforce company policies and procedures. Obtained
Contingency Clients as well as purchased Collection Portfolios.
Developed training Manual, FDCPA training. Consulted other small Agencies on Operations, Training, Employee Motivation.
1/17 to 04/18 Paymerica Corporation
Director of Operations
•Day to day employee performance management and mentoring.
•Recruiting, Hiring and firing of all employees at Sandy Springs location.
•Interfacing with corporate office.
•Managing flow of administrative work between the call center and corporate.
•Hitting daily metrics including call counts, phone time and attendance.
•Showing incremental progress in production milestones.
•Employee monitoring, training and development.
•Closing calls through second talk offs.
•Coaching and training employees of the call center.
•Preparing and maintaining reports on your branch activities for corporate
8/15 to 1/16 Community Loans of America
Collection Manager
Managed daily Operation of the Collection Department of a National Loan
Company. Hired and Managed Training of new personnel. Enforced
Company Policies and Procedures.
3/07 to 11/14 Debt Loss Solutions
President
Founded, owned & operated a third party Collection Agency. Managed
The entire operation including purchasing & obtaining accounts, hiring
& training employees, software management, payroll, customer service,
Develop, implement, and enforce company policies and procedures.
9/05 to 2/07 Veritech Financial Services, LLC
Director of Operations
Manage daily operations of a third party Collection Agency. Duties included
creation and implementation of Training Manual & Operations Manual.
Interview, Hire, & Train all collection staff. Implement and enforce company
policies and procedures, weekly reports to clients and handling of conference
calls.
2/03 to 9/05 Focus Receivables Management
Collection Manager
Managed daily collection activity of 45 collectors. Manager on two major
telecommunications clients. Engineered a miraculous turnaround on the
portfolios. Maintained daily communication with the client.
Top Revenue Producer for 2003-2005.
1/02 to 1/03 NAFS/SITEL Risk Management
Director of Operations
Successfully managed P & L of Post Charge off department of a Fortune 500
Company. Responsibilities included daily management of Training, Recruiting,
& Quality Departments. Responsible for client relationship with several clients
(Providian, ADT Securities, Wells Fargo Financial, Verizon Wireless, Capital
One and Compucredit).
6/01 to 1/02 National Asset Management (now known as WAM)
Collection Manager
Managed daily activity of 30 collectors and 5 Production Managers in a third
party environment. Set Dialer strategies and maintained a #1 ranking with the
client.
6/99 to 6/01 First Investors Financial Services
Collection Manager
Manage daily activity of 25 collectors for a national sub-prime auto lender.
Assisted with recruiting, training, & policy development. Received several
awards for outstanding performance.
6/97 to 6/99 OSI Portfolio Services
Collection Manager
Managed daily collection activity of 15 collectors on Bankcard and Automotive
Portfolios. Recognized for outstanding performance as a Collection Manager.
Always finished in the top 3 company wide.
EDUCATION Fayetteville State University
Bachelor of Science in Business Management (May 1986)
ACTIVITIES Football, Track, Intramural Sports, Omega Psi Phi Fraternity, Inc. Pan Hellenic Council, Student Government Association.
REFERENCES Available upon request
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