Career Advisor - Client Relations Leader - Workforce Development
Resume:
Terence Johnson
Dallas, TX ***** +1-945-***-**** ******************@*****.***
Professional Summary
CONSISTENT CUSTOMER SERVICE CUSTOMER RELATIONS LEADERSHIP To obtain a professional, competitive and challenging position in a field where I may utilize my expertise to broaden and enhance my knowledge for future advancement. Very knowledgeable of mortgage regulations and proven track record of implementing the necessary controls to ensure compliance. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics. Work Experience
Senior Career Advisor
Urban specialist Dallas, TX
March 2021 to Present
• Delivered individualized career coaching to 150+ clients annually, including underserved and at-risk populations, resulting in an average 78% job placement rate within 90 days.
• Facilitated 35+ career readiness workshops per year on resume writing, interview skills, and job search strategies, improving participant job-readiness scores by 40%.
• Built and maintained relationships with 50+ local employers and community partners, expanding job opportunities and internship pipelines for program participants.
• Conducted resume/cover letter reviews and mock interviews for 300+ client sessions, leading to a 55% increase in interview callback rates.
• Identified employment barriers and connected clients to supportive services (childcare, transportation, training), contributing to a 20% improvement in long-term job retention.
• Supported clients in completing applications and building professional profiles, resulting in 500+ successful job applications submitted annually.
• Collaborated with case managers and program staff to provide holistic support, driving a 92% program completion rateamong enrolled participants.
• Tracked and reported client progress and employment outcomes with 100% accuracy to meet grant and compliance requirements.
• Stayed current with labor market trends and community resources, enabling strategic referrals that increased client access to specialized training programs by 30%.
Heavy Equipment Operator / Trainer
Medline Industries Wilmer, TX
September 2023 to July 2025
• Responsible for picking and putting away pallets of products up to 1,500 pounds.
• Reading Work Orders, and updating them using an RF Scanner.
• Checking locations to make sure the correct product is in each location. Adjusting inventory as needed when physical counts dont match system count.
• Using a order picker, CherryPicker, reach truck and double wallow when needed
• Physically picking 150-300 boxes each order
• Put Away Experience, RF Gun. Reading Orders,
• Recognized as one of the top quickest people to put away all the products.
• Every day was the same repeat but always busy from walk-in time to walk-out. Senior Production Manager
Stitch & Print Dallas Dallas, TX
August 2019 to November 2024
• Enlisted in expanding production team for award winning graphic solutions provider specializing in executing marketing campaigns, encompassing premedia and display services.
• Directed multiple simultaneous projects from inception to conclusion leading 9 team members and serving as primary liaison with clients.
• Oversaw designs for layout approval, request for quotes and invoices, change orders, production and delivery.
• Devised projects plans including goal setting, budgeting, scheduling, vendor selection, management and scope.
• Worked closely with Industry- leading clients in food, gaming, outdoor advertising, retail and home security including Brinks Security, Coca-Cola, CBD Plus USA, K104 The Beat Radio show and more
• Played critical role in sales team expanding client base by providing excellent service, minimizing production cost, monitoring quality, providing key marketing and sales tactics and guarantee on time delivery in adherence to budgetary needs.
• Compiled bids and finalized contracts with vendors, while coordinating work between internal department and external partners Reach Truck Operator
Barrett Distribution Centers Garland, TX
April 2023 to September 2023
• Responsible for putting away pallets of products up to 1,500 pounds.
• Reading Work Orders, and updating them using an RF Scanner.
• Checking locations to make sure the correct product is in each location. Adjusting inventory as needed when physical counts dont match system count.
• Using a CherryPicker, and Fork lift when needed
• Physically picking 150-300 boxes each order
• Put Away Experience, RF Gun. Reading Orders,
• Recognized as one of the top quickest people to put away all the products.
• Every day was the same repeat but always busy from walk-in time to walk-out. Reach Truck Forklift Operator
DB SCHENKER Wilmer, TX
June 2022 to March 2023
• Responsible for putting away pallets of products up to 3,200 pounds Partnered with P&G products.
• Reading Work Orders, and updating them using an RF Scanner.
• Checking locations to make sure the correct product is in each location. Adjusting inventory as needed when physical counts dont match system count.
• Using a CherryPicker, and Fork lift when needed.
• Considered very responsible and the go to guy to fix work problems. Skills Used Reach Truck,
• Put Away Experience, RF Gun. Reading Orders,
• Recognized as one of the top quickest people to put away all the products.
• Every day was the same repeat but always busy from walk-in time to walk-out. Patient balance solution
Fresenius Medical Care Plano, TX
January 2019 to September 2019
• Demonstrated knowledge of HIPAA Privacy and security regulations by appropriately handling patient information. Inbound/outbound collections calls to patients and insurance companies to obtain claim and payment status.
• Responsible for accurate and timely submissions of insurance claims to third party carrier or fiscal intermediaries' according to the rules and regulations governing claims processing.
• Corresponded with Medicare, Medicaid, Humana and other major payers regarding reimbursement on dialysis medical claims
• Relentlessly submitted written appeals to payers, on denied claims for adjudication and resolution. Successfully overturning numerous insurance's decisions.
• Ensured medical collection activity was conducted as per company, federal and state guidelines
• Exceeded daily goal of $1,5000 and Monthly goal of $25,000 monthly.
• Precisely evaluated and verified benefits and eligibility.
• Efficiently performed insurance verification and pre-certification and pre-authorization functions. ACHIEVEMENTS:
• Collected over $50,000 5 consecutive months
• Lowest ACW 3 consecutive months
• Highest recurring payments
• Top 5 collector 6 consecutive months
LOSS MITIGATION SENIOR COLLECTOR
Exeter Finance LLC Irving, TX
October 2015 to October 2018
• Contact debtors concerning delinquent and non-payments on past due accounts from 72+ days (Auto accounts)
• Adhere to pre-established guidelines when determining appropriate collection remedies and alternatives to settle shortfalls.
• Locate and contact customers by telephone and mail. Handle difficult skip tracing files. (TLO, i Repo, Accurint etc.)
• Assess the individual circumstances and decide upon an appropriate course of action in a call center environment.
• My duties include Data-Entry, determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
• Verify income and employment details of applicants; review the applicant's credit history; Help develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure.
• Developed strategies to improve non-performing loans, reduced delinquencies, maximized recoveries and minimized losses. Identified potential problem credits and provided guidance to staff in restructuring the credit and/or minimizing losses. ACHIEVEMENTS:
• FINISHED TOP 12 OF 80+ COLLECTORS 13 CONSECUTIVE MONTHS
• MULTIPLE CUSTOMER APPRECIATION CALLS
CUSTOMER SERVICE/COLLECTIONS OFFICER
Sierra Auto Finance LLC Dallas, TX
October 2014 to October 2015
• Contact debtors concerning delinquent and non-payments on past due accounts (Auto accounts)
• Adhere to pre-established guidelines when determining appropriate collection remedies and alternatives to settle shortfalls.
• Locate and contact customers by telephone and mail. Handle difficult skip tracing files. Assess the individual circumstances and decide upon an appropriate course of action in a call center environment.
• My duties include Data-Entry, determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
• Verify income and employment details of applicants; review the applicant's credit history; Help develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure.
• Conducted regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes. Developed strategies to improve non-performing loans, reduced delinquencies, maximized recoveries and minimized losses. Identified potential problem credits and provided guidance to staff in restructuring the credit and/or minimizing losses. COLLECTIONS SPECIALIST/ QA / COMPLIANCE ANYLAIST
Neiman Marcus Group Dallas, TX
October 2012 to October 2014
• Contact debtors concerning delinquent and non-payments on past due accounts (credit card accounts)
• Adhere to pre-established guidelines when determining appropriate collection remedies and alternatives to settle shortfalls.
• Locate and contact customers by telephone and mail. Handle difficult skip tracing files. Assess the individual circumstances and decide upon an appropriate course of action in a call center environment.
• My duties include Data-Entry, determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
• Verify income and employment details of applicants; review the applicant's credit history; Help develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure.
• Identify, evaluate, monitor and make any recommendations deemed necessary to their respective risk mgmt. committee in order to access, reduce, eliminate or control any prospective risk to earning or capital arising from violations
• Conducted regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes. Developed strategies to improve non-performing loans, reduced delinquencies, maximized recoveries and minimized losses. Identified potential problem credits and provided guidance to staff in restructuring the credit and/or minimizing losses. ACHIEVEMENTS: Highest urgency payments from December to September/ customer acknowledgments CUSTOMER SERVICE/COLLECTIONS OFFICER
RECOVEY Dallas, TX
February 2011 to October 2012
Contact debtors concerning delinquent and non-payments on past due accounts (mortgage loans, home equity loans, personal loans, auto loans and educational loans)
Adhere to pre-established guidelines when determining appropriate collection remedies and alternatives to settle shortfalls.
Locate and contact customers by telephone and mail. Handle difficult skip tracing files. Assess the individual circumstances and decide upon an appropriate course of action in a call center environment.
My duties include Data-Entry, determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
Verify income and employment details of applicants; review the applicant's credit history; Help develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure.
Conducted regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes. Developed strategies to improve non-performing loans, reduced delinquencies, maximized recoveries and minimized losses. Identified potential problem credits and provided guidance to staff in restructuring the credit and/or minimizing losses. ACHIEVEMENTS:
Collected over 120,000 in six months for company with No Customer Complaints CUSTOMER SERVICE/MTG SERVICING TEAM
BANK OF AMERICA Richardson, TX
December 2010 to March 2011
Heavy inbound/outbound calls. Helped develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure
Collections,Serve homeowners as an incentive for loan servicers/lenders to generate loan modifications.
Customer relations for Bank of America's new Modification program. Received and handled documents, finical statements, also extensive personal conversations about debt and the modification process with homeowners.
My duties include Data-Entry, determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
Contact debtors concerning delinquent and non-payments on past due accounts (mortgage loans, home equity loans, personal loans, auto loans and educational loans)
My duties include determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations ACHIEVEMENTS:
• MR.ADHERENCE 2 CONSECUTIVE MONTHS
• MULTIPLE CUSTOMER APPRECIATION CALLS
CUSTOMER SERVICE/COLLECTION TEAM
NATIONWIDE RECOVERY SYSTEMS Richardson, TX
April 2009 to November 2010
• Contact debtors concerning delinquent and non-payments on past due accounts (mortgage loans, home equity loans, personal loans, auto loans and educational loans);
• Adhere to pre-established guidelines when determining appropriate collection remedies and alternatives to settle shortfalls.
• Locate and contact customers by telephone and mail. Handle difficult skip tracing files. Assess the individual circumstances and decide upon an appropriate course of action in a call center environment.
• My duties include determining reasons for nonpayment, negotiating payment arrangements. Offering suggestions to customers on how to meet their obligations and advising them of the possible consequences of not meeting obligations
• Verify income and employment details of applicants; review the applicant's credit history; Help develop restructuring plans to assist debtors in resolving delinquency and avoid foreclosure
• Settlement negotiation, Structure Payment plans
• Submit completed loan documents for modifications or best option
• Process documents, determine dept to income ratio
• Locate and contact customers by telephone and mail. Handle difficult skip tracing files. Assess the individual circumstances and decide upon an appropriate course of action in a call center environment. Trainer
Medline Industries
Education
High school diploma
Woodrow Wilson High School Dallas, TX
May 2006
FIRE (ASSOCIATES)
Trinity Valley College Athens, TX
Skills
MS Office Pro Materials handling Heavy lifting Supervising experience Accounting and finance experience Strategic / Tactical Planning Shipping & receiving Management Communication skills Accounts Receivable Ombudsman, Oracle, WCIS, Lexis Nexis- Accurint, ECube Financials Regulatory Compliance Salesforce SARMA, Accu-Trust, Point, Encompass, HomeSteps, QAS, ALPHA, TAU, Encompass, Fiserv, FHA connect, Mortgage Serv, SharePoint.
Accounts payable experience within construction industry Order picking General Ledger Reconciliation Account Reconciliation Computer skills Word processing Color management Cold Calling Data collection Computer operation Technical Proficiency Documentation review Heavy equipment operation Anti money laundering Mortgage lenders MHA/HMP Modifications Medical Collection Loan Workout Experience Types at an average rate of 65 WPM Proficient in 10-Key Data Entry English Protection & Privacy awareness training Quickbooks Forklift OSHA Excel data analysis Mergers / Acquisitions Collection/ Negotiations Loader operation Mortgage & Real Estate Lending RF Scanner Fair lending Responsible service Sales FDCPA, Fraud Prevention MS Office Load & unload Negotiation Word, Excel, Access, Outlook, PowerPoint, Adobe Suite Basic math Operations Management Business Development Manufacturing Pallet jack Warehouse distribution Mechanical knowledge Accounting systems Account Management Warehouse experience Cherry picker Lift truck Truck loading and unloading Reach truck Order picker Stand-up counterbalanced forklift operation Clamp truck Logistics Data Entry
Certifications and Licenses
Forklift Certified
August 2022 to August 2025
Sit down forklift certified
Non-CDL Class C
Hazardous Waste Operations & Emergency Response Training OSHA 10
Electric Pallet Jack Certification
Forklift Certification
Pallet Jack Certification
driver's license
Additional Information
Authorized to work in the US for any employer
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