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Career Objective
Veteran results-oriented Credit/Collections Supervisor and Call Center Manager seeking challenging growth opportunity in the collections, credit or customer service industries
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Profile of Qualifications
Ø More than a decade of operational experience in all facets of Collections, including medical, retail and credit cards
Ø Consistently exceed Collection Department goals, namely in areas of Profit & Loss
Ø Proven ability to train/develop and lead dozens of employees to maximize human resources in delivering optimal customer and client relationships
Ø Excel at interpersonal communications, diplomatically creating effective customer dispute resolutions and minimizing delinquencies while maintaining highest of company standards
Ø Experience in designing/implementing collection software, company manuals and policies/procedures; Maintain keen attention to staff compliance with regulatory guidelines
Ø Conduct and oversee personnel matters, including evaluations, interviews and hiring
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Professional Experience
True North AR, Novato, CA 2008-Present
Director of Operations
Oversee 50-plus employees spread across three locations and the operations within Collections, Clerical and Posting and Administration departments
Responsible for Collection Department s Profit & Loss
Devise and enforce standard operating procedures for respective departments
Successfully managed consolidation of multiple departments, offices and locations without compromising operations or P&L
Resolve wide range of customer problems, applying appropriate assertiveness and diplomacy within strict company procedures and industry guidelines
Create and conduct employee evaluations and goal-setting programs; Train and motivate employees in attaining exceptional customer relations
Crescent Jewelers, Suisun, CA 2005-2008
West Coast Regional Call Center Manager
Managed credit granting decisions for 120-store jewelry chain
Optimized account flow and efficiencies despite staff shortages
Deftly delegated responsibilities amongst staff and exhibited collaborative nature in achieving daily priorities and consistent smooth operations
Rash Curtis & Associates, Vacaville, CA 2003-2005
Collection Supervisor/Legal Collector
Responsible for auditing individual collectors and performance of Customer Service Reps
Maintained strict compliance with Health Insurance Portability and Accountability Act and Federal Fair Debt Collections Practices Act
Showed knack for identifying opportunities and executing strategies to peacefully resolved and cure customer disputes and delinquencies
Chase Receivables/Bay Area Credit, Napa, CA 1997-2003
Collector and Team Leader/Director of Operations
Established superior customer relations through effective training and leadership of representatives
Provided thorough, accurate and honest assessments in facilitating client relationships
Mastered range of software technology/programming and dialing strategies such as Dakcs, Cubs and Global Connect and Vic Dialer
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Education
Sierra Nevada Job Corps
Vocational Business Certificate
National Seminar Group
Collections Law Course; 2007
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