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yyyyyy x. yyyyyy        

 

 

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx

abc@xyz.com

 

 

Career Objective

 

Veteran results-oriented Credit/Collections Supervisor and Call Center Manager seeking challenging growth opportunity in the collections, credit or customer service industries

yyyyyy x. yyyyyy

 

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

 

yyyyyy x. yyyyyy

 

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

yyyyyy x. yyyyyy

 

Education

 

Sierra Nevada Job Corps

Vocational Business Certificate

 

National Seminar Group

Collections Law Course; 2007

 

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