Customer Service Project Management

Eric V. Brooker

**** ********* *** 615-***-****

Antioch, Tennessee 37013 ********@*****.***

SUMMARY

Highly skilled Credit and Collections Manager that is an accomplished and performance-driven communicator, presenter, and trainer with a direct and decisive management style that focuses on teamwork and ability to meet company objectives. Superior interpersonal, organizational, and analytical skills with the ability to work with customers, staff, and key internal/external stakeholders.

COMPETENCIES

●Problem Solving

●Staff Supervision/Training

●Customer Service Skills

●Project Management

●Loss Mitigation

●Team-Building/Development

●Analysis/Reporting

●Performance Monitoring

●Process Improvement

●Predictive Analytics

●Lien Initiation and Release

●Research and Investigation

●Data/Records Reconciliation

●Credit/Collections Management

●Credit Limit Scoring/Approvals

●Strategic Planning

●Dun Bradstreet/NACM Analysis

WORK EXPERIENCE

Senior Consumer Advocate

Flagstar Bank Jan 2021-Present

Handled all high-level escalation phones on a daily basis

Acted as a SPOC (Single Point of Contact) for Loss Mitigations and bankruptcy accounts

Assisted borrowers with applying for all federal and state funding programs for mortgage payment assistance

Completed on average of 100 task request monthly from collections floor agents working independently on borrower’s mortgage accounts

Maintained an average Quality Control score of 95 monthly

Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, Business Units and/or vendors to facilitate problem solving and inform Management and staff accordingly.

Lead and/or attend appropriate intra and interdepartmental meetings as a Servicing Subject Matter Expert, representing Customer Engagement Center

Responsible for identifying and communicating any escalated areas of risk to Management.

Act as a catalyst for ongoing change and growth by continually challenging systems, processes and procedures with the end result being increased efficiency.

Develop and deliver training sessions as necessary with new hires

Provide response to management as necessary for audits, privacy concerns, and any other issues.

Unemployed 10 months due to COVID-19

Collections Supervisor

The Icee Company (COVID-19 Layoff) Sept 2019-Mar 2020

Hired and managed Collection team of 12 collectors.

Assist in planning, evaluating, implementing and continuously improving all aspects of collection functions and its processes.

Ensuring professional relationships were established and maintained with customers while achieving collection goals.

Direct interaction was engaged with customers in resolving receivables delinquencies.

Accountable for reducing delinquency and ensuring receivables are in good standing.

Enlist the efforts of sales and senior management when necessary to accelerate collection process.

Managed a portfolio of over 3.5 million using Oracle (JDE) while supervising/coaching and developing team

Processed weekly payroll through UltiPro

Credit/Collections Manager

Huskey Truss and Building Supply Mar 2018-Sept 2019

●Review collection reports to ascertain status of collection and balance outstanding and to evaluate effectiveness of current collection policies and procedures.

●Audit delinquent accounts considered to be uncollectable; ensure maximum efforts have been taken before assigning bad credit status to account.

●Weekly collection calls on aged accounts

●Approve and set credit limits on customer accounts.

●Review and approve adjustments to accounts.

●Monitor the percentages of aged accounts.

●Process AR batches for payment posting

●Initiate liens and liens releases

●Partner with sales team to run credit reviews on existing customers by pulling NACM and Equifax reports

●Reviews all credit or financing requests, processes information, performs credit investigations

●Reviews status of aged and delinquent accounts with Accounting on a weekly basis. Supervises preparation and transmitting of letters and notices on delinquent accounts. When appropriate, determines and recommends new repayment terms.

Premier Support Supervisor Oct 2017-Mar 2018

Asurion, Antioch, Tennessee

●Coached and Develop 11 technology experts who handle incoming calls for Verizon Wireless customers in a call center environment

●Monitor lives calls to give immediate feedback while also scoring recorded calls for further coaching opportunities

●Partnered with other business units to streamline process improvement initiatives

●Use KPIs to devise specific coaching strategies for each expert

●Conduct weekly side by side Adapt coaching and weekly 1x1 sessions with each

●Created SMART plans for each expert while inspecting and driving performance

Credit Collections Supervisor Oct 2011-Sept 2017

Staples Shared Services Center, Columbia, South Carolina

●Manage Get Paid /Quill and Quill access database, phone queues and call timing to meet department goals and objectives.

●Manage and communicate to twelve Analysts and Leads to determine responsibilities to Quill AR for research.

●Partner with Talent Acquisition to recruit, interview and hire qualified Credit and Collections Analyst.

●Validate portfolios to be in compliance with accounting principles, Staples policies and Service Level Agreements (SLAs) for entire team.

●Implement and manage performance goals with team members and provide accurate metrics and coaching to meet expectations.

●Review and audit collector work to ensure proper coverage, adherence to published protocols, and appropriate follow-up actions are executed.

●Supervised a remote 1st party collections project overseeing 17 credit analyst to collect aged invoices

●Establish credit limits for LVC (Large Volume Customers) with R12 sales greater than 20K monthly.

●Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account.

●Ensure team members receive orientation, development opportunities and adequately equipped to perform their duties and responsibilities.

●Coordinate aged statement reviews with collectors to ensure adequate and proper performance.

●Ensure work coverage for the group, including scheduling, attendance management, and payroll.

●Assign employees responsibility for investigating and verifying financial status and reputation of prospective customers applying for credit, preparing documents to substantiate findings, and recommending rejection or approval of applications.

●Promote strong collaborative relationships between the Credit & Collections teams and all other Staples internal teams, especially Sales, Accounts Receivable and Customer Service.

●Collaborate with other divisions to manage the entire workload if one division is having difficulty meeting their goals.

●Submit delinquent accounts to attorney or outside agency for collection.

●Assign responsibility for investigation of fraud cases and possible legal action and collection for delinquent bills.

●Partner with Analysts to optimize their use of Get Paid, Legacy (AS400), and Orders in Motion and manage collections strategy.

●Key Player in developing and designing Get Paid for Quill

●Successfully strategize to reduce over 90 days portfolios from 3.5% to 1.08% and over 60 days from 5.87% to 1.78% and increased percent current from 68% to 86%.

Team Lead Analyst January 2010-October 2011

Staples Shared Services Center, Columbia, South Carolina

●Minimized Days Sales by reviewing top accounts on a monthly basis with team, weekly blitzing the unapplied payments and over/under payments while driving results within percent current.

●Minimize bad debt write-offs and maximize cash receipts by partnering with sales and external customers to create a win-win result for Quill.

●Drive collections strategy and assessed portfolio risk by reviewing top accounts monthly with team and account priority through the use of Get Paid, Oracle, Sunrise AS400 and other systems resources.

●Resolve customer issues related to pricing or any other disputes with sales team and coach Analysts on how to efficiently use collections tools.

●Escalated large collections issues appropriately to my manager and/or sales and partnered with customers, management and internal departments to determine alternative payment options when necessary.

●Created an analysis to determine the correct measures needed to cure the account or notify the correct personnel to write-off the account when necessary.

Credit Analyst December 2007-January 2010

Staples Shared Services Center, Columbia, South Carolina

●Minimized Days Sales Outstanding (DSO), account balances over 75 days past due and unapplied payments while increasing percentage current

●Actively work to understand customer ordering platforms and how billing is integrated into that platform

●Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers

●Analyzed payment history and trends to identify possible risk exposure and action to take on future orders

●Promptly resolve billing, service and Accounts Receivable (AR) issues

●Process Proof of Delivery, credit memos and other documentation when necessary to resolve account differences with customers

●Actively prioritize and contact delinquent customers through efficient use of collections tools

●Escalated large collections issues appropriately

●Planned and organize work so the Service Level Agreement (SLA) objectives are realized

●Actively document customer issues including promises to pay and customer payment issues

●Work with customers, management and internal departments to determine alternative payment options when necessary

●Used assertive yet sensitive communication techniques in dealing with delinquent customers

●Promoted strong collaborative relationships between the Collections teams and all other Quill internal teams, especially Sales, Accounts Receivable and Customer Service

Store AMP Manager August 2007 – December 2007

The Mobile Solution, Columbia, South Carolina

The Mobile Solution is an indirect retailer for SunCom Wireless

●Management duties include selecting qualified candidates for employment and terminating associates that fail to comply with company methods and procedures

●Completing daily inventory counts of merchandise

●Implementing aggressive sales strategies to company’s target goals

●Exceeding quota sales goals on a monthly basis

Collections/Finance Manager May 2002 – July 2007

CNAC, Columbia, South Carolina

●Maintained collections portfolio of over $7.5 million by coaching and developing four account control associates.

●Scored/approved consumer application for credit and reviewed consumer credit reports and loan closures.

●Liaison between client and national credit bureaus while establishing rapport to serve client base.

●Issued credit approval, credit denials of clients, process customer cash, and online payments.

Store Manager February 1998 – May 2002

RentWay, Inc, Columbia, South Carolina

●Maintained inventory of over $500K and monitored sales control, inventory volumes of merchandise and conducted weekly inventory audits.

●Oversaw daily and weekly financial transactions and banking transactions.

●Managed payroll goals for staff of 8-10 employees and coached and developed four account managers

EDUCATION

University of Phoenix – Columbia, South Carolina

B.S. - Business Management, July 2008 (Degree Not Earned)

Orangeburg-Calhoun Technical College – Orangeburg, South Carolina

Associates Degree – Criminal Justice, 1993

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