Customer Service Manager
Resume:
MICHAEL ESKENAZI
DAVENPORT, FL 33837
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Results-driven leader and professional with 25 years experience in training, coaching, and personal development of employees. Strong interpersonal, analytical, problem solving, negotiating, influencing, and organizational abilities. Skilled as internal consultant in analyzing existing operations and implementing the strategies, processes, and technologies to improve productivity and efficiency. Expert in facilitating change in workforce to support organizational operating, financial and quality objectives. Strong collection and recovery skills, cross-company strategic project management, information technology, human resources, and benchmarking experience. Expertise in:
Consumer and Commercial Credit
Team-Building/Staff Training Development
Business Development
Strategic Planning
Productivity/Process Improvement
Credit and Collection Recovery
Exceptional leadership and Coaching Skills
Indirect Lending
Branch Operations
PROFESSIONAL EXPERIENCE:
CENTRAL FL POSTAL CREDIT UNION, ORLANDO FL 1/06- PRESENT
VICE PRESIDENT OF LENDING OPERATIONS- reporting directly to CEO. In charge of the hiring, training and coaching of all team members. Responsible for the development of all marketing promotions, preparing audit reviews, establishing polices and procedures, managing collections area, directly responsible for the approval of business and consumer loans. Responsible for the development of all six branches. Attend all Board of Director and ALM meetings.
Decreased charge-offs and increased recoveries year over year.
Established effective procedures to reduce foreclosures and repossessions.
Developed and implemented a sales and service training program
Auto Repossessions and unsecured account losses reduced by over 30% in 2010.
Established a Visa program with close to two million in business within last two years.
Established a Business-lending program with over one million first year.
Started up an Indirect Lending program.
Established effective marketing promotions that increased CU business by 12% in 2010 and 10% in 2011.
Increased loan volume from $400,000 to over $1.6 million per month.
Developed lending program with independent dealers increased loan volume by 50%
HYATT HOTELS, ORLANDO FL 10/01/05-01/27/06
CREDIT MANAGER - responsible for credit extension and collection of accounts receivable. In charge of processing all lock box payments. Work with outside third party vendors on all charge off accounts. Handle internal and external customer service calls. Work with banquet and convention areas in setting up daily meetings. Work with accounting department in the development of policies and procedures. Training and developing staff members.
Work with Commercial Accounts in the range of $20,000 to over $ 500,000
Reduce overall collections from over 2% to below 1%.
SUNTRUST BANK, ORLANDO FL – 11/1//04 - 8/30/05
COLLECTIONS UNIT MANAGER-. In charge of development, staffing, management, training and financial performance of Operational unit for a $169 billion NYSE listed company with 12 subsidiaries and 55,000 employees. Direct functions involving customer contact on all research issues, approving of all accounts payable invoices, working with outside vendors, processing of loan payments and payoffs, and the processing of all charge-off accounts. Manage and coordinate action plans for daily operations, establish work priorities and ensure all functions of department were promptly being completed. Worked in the collection call center with over one hundred twenty-five team members. Trained, directed and motivated a staff of 14 collection operational workers.
Worked with Senior Management and Human Resource Department in developing coaching and training programs for Operational Support Team.
Implemented employee recognition program measurably improving staff morale.
Received overall highest results for 2005 Management and Leadership Survey.
PARTNERS FEDERAL CREDIT UNION, ORLANDO FL- 4/01-10/04
COLLECTION MANAGER- handled all aspects of the Collection Department including but not limited to indirect auto loans, credit cards, and mortgages. Responsible for reviewing the credit quality and lenders credit decisions on many of the new loans funded. Handle all hiring and training of staff members. Provide coaching and leadership training to enhance the growth of all Team Members. Worked with internal and external customers in resolving customer issues. Network with vendors to reduce overall company expenses.
Worked closely with Senior-level management on a variety of projects affecting both the Florida and California offices.
Reduced the percentage of total A/R in over-60 days to less than .40%
Responsible for creating new underwriting polices/procedures, which resulted in decreasing losses.
Created recovery department, which resulted in increase of recoveries from $60k in 2002 to over $120k in 2003
BELLSOUTH ENTERTAINMENT, ORLANDO, FL - 3/99- 3/01
CREDIT/COLLECTION SUPERVISOR – Worked in call center environment with over one hundred employees, Responsible for all aspects of Collection Department, including the handling all commercial contracted accounts worked with call center staff on the handling of all courtesy and collections calls. Worked with outside Third Party agencies on accounts in recovery status.
Personally collected and/or negotiated settlements on complex large-balance accounts.
Developed Credit/Collection policies and procedures for Florida Offices.
Worked with all Commercial accounts including Hotels/Resorts.
Responsible for the training of over 100 call center personnel on collection and customer service procedures.
Received numerous awards, including the company's Excellence Award.
KELLER FINANCIAL SERVICES, LARGO, FL - 1/96- 2/99
LOAN SERVICE MANAGER. For sub-prime auto finance company. Responsible for setting up collection and loan service center, managed a team of 15 customer service reps, handled all hiring and training of staff members. Responsible for resolving all customer and collection issues, the processing of new auto loans through a network of local indirect dealers. Worked inbound as well as outbound calls.
NICHOLAS FINANCIAL INC-TAMPA FL - 11/94-12/95
BRANCH MANAGER- For National Auto Finance Company. Responsible for developing and increasing business with auto dealerships in the Tampa Bay area. Worked one on one with dealers in reviewing and approving auto loans. Handled all credit approvals and collections. Responsible for hiring, training, developing and coaching all staff members.
SECURITY PACIFIC FINANCIAL SERVICES-TAMPA FL – 7/91-10/94
BRANCH MANAGER
EDUCATION/TRAINING
Jackson Memorial High NJ
Ocean County College NJ - Business Law
Disney Leadership / Management training program
Skillpath Management Courses/Life and Health License 2009
Portico/Users/ Cognas / FDR / Sap/ Symitar /Word/ Excel / Windows NT,
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