Manager Customer Service
Resume:
James Stephen Pratt
678-***-**** (cell)
Lawrenceville, Ga. 30044 ******@**********.***
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Objective
To use my Paralegal training and extensive credit/collection management experience to bring significant improvement to the bottom line performance of my employer and its clients.
American Society of Composers, Authors & Publishers (ASCAP) June, 2010 to December, 2010
Final Collections Manager
• Responsible for business to business collection of defaulted license agreements in a territory encompassing eight states with an aggregate portfolio of 800 accounts
• Responsible for review and coordination of assignment for unrecoverable accounts to corporate counsel for litigation
• Responsible for account maintenance and coordination with General Licensing Division to resolve account disputes
• Achieved and maintained 165% of assigned monthly recovery budget
HSI: Phoenix Health Care April, 2010 to June, 2010
Medical Collector
• Completed system and collection training
• Completed FDCPA training
• Managed and collected a portfolio of medical accounts with
Satisfactory review by management
Optimum Financial Corporation d.b.a. Professional Service Bureau October, 2005 to April, 2009
Senior Collector
• Responsible for review and resolution of third party insurance coverage and accounting problems on accounts for US Department of Veterans Affairs facilities
• Responsible for coordination of appointment review and customer service interaction on appointments for US Department of Veterans Affairs
• Responsible for benefit coordination with and direct collection of US Department of Veterans Affairs accounts from veterans
• Responsible for coordination and management of insurance resolution and collection efforts on hospital accounts for regional public hospital system spanning portions of Texas and Oklahoma
• Responsible for the management and coordination of and direct collection of private practice accounts for dental and medical clients
• Achieved and maintained an average of 160% of assigned budget
Center for Legal Studies through University of Georgia Center for Continuing Education January, 2005 to April, 2005
• Enrolled in and successfully completed course of Paralegal studies and received
certificate attesting to the same
CarNow Acceptance Corporation July, 2004 to January, 2005
Portfolio Manager
• Coordinated collection activity on portfolio of automobile loans in excess of one million dollars
• Maintained customer service relationship on delinquent accounts to regain and retain current status
• Coordinated skip trace and collateral location activity on defaulted loans
• Coordinated repossession of automobiles on defaulted loans
Professional Service Bureau October, 2001 to April, 2004
Multi-Lines Collector
• Collected accounts in Commercial, Medical and Consumer categories
• Responsible for account payment and service reconciliation with insurance providers for major hospital and Blue Cross Blue Shield
• Coordinated commercial and consumer bad check recovery
• Managed commercial account reconciliation and reinstatement
• Scheduled coordination of repossession of leased equipment
• Achieved and maintained an average of 165% of assigned budget
Vanguard Financial Services July, 1988 – October, 2001 Atlanta, Ga.
Sr. Divisional Manager
• Coordinated hiring and training of collection and clerical personnel totaling up to 30 people
• Oversaw daily completion of computerized closing and financial reports
• Composed and edited company’s Standards of Conduct and Behavior
• Met all of responsibilities of Divisional Manager plus clerical supervision
• Resolved consumer and state regulatory agency complaints including legal
correspondence with State Attorney General and F.D.C.P.A.
Divisional Manager
• Maintained Divisional Budget with 4-5 Units with aggregate budget of $90-$100K per month
• Performed all supervisor and staff appraisals
• Resolved complaints and ensured compliance with Federal and State Regulations
Unit Manager
• Responsible for file of 350 accounts with $24K fee monthly average personal production
• Reviewed and followed up on 4-6 collectors each with $4K-6K budget
• Maintained average of 110% of unit budget.
• Performed remedial training with collectors
Collector
• Averaged $8K per month in fees (20% gross) on tertiary bankcard paper.
• Met and maintained 150% of set budget for all portfolios served.
Education
Bachelor of Arts with Honors in English
University of Tennessee at Knoxville, Tennessee
References
Available upon request
Contact this candidate