Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ● abc@xyz.com

Management Professional Revenue Recovery

Collections ~ Call Center Operations ~ Customer Service Excellence

Account Servicing ~ Team Leadership ~ Training & Coaching ~ Quality Assurance

         Offer 20+ years experience in collections industry with a solid track record of identifying, creating, and executing innovative solutions and approaches to achieve or exceed company objectives.

         Consistently enforce and ensure government and corporate compliance; advanced knowledge of FDCPA (Fair Debt Collection Practices Act).

         Adept at team-building and staff training/development, motivation, coaching, and performance evaluations; able to identify goals and priorities, and resolve issues in initial stages.

         Tactful and persevering negotiator with an exemplary ability to assuage defiant customers and resolve difficult situations with flexibility and diplomacy.

         Leverage sharp organizational skills to direct staff, expedite workflow, and minimize client losses.

         Perform well under pressure and possess outstanding negotiating and active listening skills.

         Demonstrated success in skip tracing, escalations, recoveries, resolving customer complaints, using predictive dialer systems, and delivering first-rate service and support.

         Proven ability to cultivate cohesive working relationships with all levels of an organization.

         Highly regarded as a leader in revenue recovery, and received several awards throughout career for exceptional performance.

iQor, 2014 to Present

Supervisor (client: Eversource)

         Apply substantial leadership talents toward training, coaching, mentoring, and motivating credit and collections team in meeting or surpassing assigned targets.

         Methodically conduct daily account audits and call monitoring to verify rigorous adherence to corporate guidelines, laws, quality standards, and industry regulations.

         Closely monitor and ensure staffing plans align with inbound call volume and call center trends.

Supervisor (client: Department of Education)

         Trained, coached, empowered, and directed student loan collection and rehabilitation team which ranked #1 (out of four teams across two locations) throughout 2015 and 2016.

         Administered regular account reviews and audits to ascertain regulatory compliance and attainment of quality requirements and productivity goals.

         Devised staff schedules and allocated resources while ensuring conformance to budget limitations.

Continued ►

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Integrity Solution Services Inc., 2009 to 2014

Supervisor (client: Sallie Mae)

         Leveraged outstanding interpersonal skills toward training, coaching, and developing high-performing student loan collection staff.

         Championed a series of high-impact solutions to increase production, enhance staff morale, streamline workflow, and boost quality levels.

         Resourcefully introduced cross-training throughout Collections department to bolster productivity.

MRS BPO LLC, 2008 to 2009

Senior Collection Representative

         As #1 performer department-wide, consistently accomplished monthly individual & team performance goals for collection of charged-off lines of credit, and secured and unsecured loans on behalf of Bank of America and Chase.

         Adeptly administered assigned collection queues in manual/auto dialer environment.

         Critically analyzed collector performance (e.g. call penetration and collection results) and provided one-on-one training and mentoring to under-performing employees.

         Performed skip tracing when warranted, and persuasively negotiated payoffs, settlements, and short-term payment arrangements to minimize losses for clients.

         Clearly defined performance metrics for struggling team members, conducted detailed staff evaluations, and provided feedback and motivation to optimize outcomes.

Law Office of Curtis Barnes, 2006 to 2008

Senior Collector / Training Manager

         Joined forces with senior management to optimize performance against client KPIs and achieve company s financial targets by recruiting qualified staff, providing additional training to existing personnel, creating cost-effective work schedules, and devising accurate call volume forecasts.

         Conducted outbound collection calls, performed skip-tracing when required, investigated and swiftly resolved account issues, and proficiently achieved superior quality assurance results.

Weltman, Weinberg & Reis, 2004 to 2006

Legal Collector

         Extensively communicated with debtors to determine reasons for non-payment or slow payments, negotiated payment plans, and approved settlement offers in accordance with company guidelines.

         Analyzed and decisively recommended charge-offs, judgments, and repossessions when reasonable.

         Systematically prepared and executed legal actions to enforce collections via warrants, repossessions, and wage garnishment.

Prior Background:

Collections Specialist, Telhio Credit Union, Columbus, OH

Collection Specialist II, Bank One, Columbus, OH

Revenue Recovery Specialist, Customer Care Representative, Core Comm, Worthington, OH

Customer Service Representative, Win Book Corp., Columbus, OH