Customer Service Manager

SHAWN L BROASTER

**** ******* *** *** **

BRONX,NEW YORK 10463

Home 917-***-**** Cell 917-***-****

***************@*****.***

SUMMARY: A highly experienced professional with comprehensive strategic planning and implementation skills, exceptional communication skills, both oral and written, critical thinker and adept negotiator who can apply extensive industry knowledge to profitable vendor partnerships and revenue-enhancing opportunities.

PROFESSIONAL EXPERIENCE:

LAW OFFICE OF MITCHELL N KAY: New York, New York. Collection Attorney group specializing in the representation of creditors in collection matters, focused on the state representation of national credit card companies.

Legal Collection Specialist 06/09- Present

Motivated clients to resolve delinquencies by developing customer-focused solutions.

Resolved debtor files in arbitration, judgement and post-judgment proceedings.

Balanced priorities in a fast-paced call center utilizing manual and predictive dialers.

Collected Bank of America secondary portfolio, including the skip tracing of debtors, in a fast-paced environment.

PROTOCOL RECOVERY SERVICES. Woodstock, GA. Collections company primarily servings as a contingency group working with accounts for key clients such as Discover, Citibank, and Capital One.

Senior Collection Analyst 02/06 – 06/09

Managed the collection of 400 hundred Citibank and Discover accounts per month.

Worked with manual and predictive dialers in a fast-paced environment.

Manage a $70,000 budget for primary portfolio.

Skipped traced on all accounts delinquent thirty (30) to ninety (90) days.

Adept in all skip-tracing tools such as Accurint, Axiom and Employment Reports.

Received Collector of the Year award for 2008.

MANN BRACKEN LLC: Atlanta, GA. Collection attorney specializing in a third party recovery of delinquency throughout the entire process, from initial debt incursion through legal resolution.

Legal Collection Supervisor 09/04- 02/06

Supervised a thirteen-person team with a monthly budget of $500,000.

Progressive growth as Team Leader exhibited on a monthly basis by exceeding the client’s goals repeatedly.

Excellent communication and writing skills demonstrated daily by the use of documenting reports and attending various meetings with senior management.

Conduct all training of team members and assist in the appropriate manners of customer service.

Assist all team members with effective monthly counseling to assess their growth as productive members of the team

As a member of he Legal Team, managed the documentation request via EDI for the co-council on suited files.

NATIONAL ASSET MANAGEMENT: Atlanta, GA. Collection Company specializing in recovery of delinquent commercial accounts.

Commercial Collection Specialist 02/2000- 09/04

Maintained a liaison between clients and customers.

Pulled credit reports to assist in the collection of delinquent accounts.

Skipped on accounts delinquent thirty to sixty days.

FRONTLINE MARKETING: New York, New York. A full service lifestyle marketing and promotion agency offering unique and innovative results based programs.

Product Accounts Manager 09/1997- 01/2000

Responsibly served as a Manager for a team of fifteen (15) personnel.

Operated and handled accounts for Fortune 500 companies.

Maintained budget planning and bookkeeping for all accounts and clients.

Implemented marketing and promotional strategies for multiple clients.

EDUCATION: Morrisville College , Morrisville, NY

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