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career objective
results-driven collections executive eager to contribute superior analytical, strategic planning, and team leadership skills towards actively supporting the employer in optimizing operational and financial performance
profile
ø more than 13 years of progressive project management and team building experience in call center environments / the third-party collections industry, with expertise in developing and implementing process improvements that result in increased corporate profitability
ø facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention
ø strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; train, motivate, and lead highly effective support teams
ø conduct thorough analyses of existing procedures to develop new policies, streamline processes, institute automations, and establish cost controls for international operations
ø proactively monitor key performance indicators and other metrics to continually improve business performance; present business reports to executive management and clients
ø dynamic communication, negotiation, and relationship management skills
professional experience
portfolio recovery associates, norfolk, va 2003 c present
assistant vice president
- lead highly productive call center team of 10 operation managers and more than 125 collection representatives in collecting over $1m per month
- effectively manage portfolio of charged off accounts for credit cards, automobile deficiency, mortgage deficiency, health care, and utilities
- track and analyze performance metrics, including accounts worked/hour, conversion percentage, payments taken/paid hour, to identify opportunities for improvement
- monitor calls for quality control and to ensure compliance with all fair debt collection practices act (fdcpa) guidelines
- work closely with management team on establishing strategies improving staff performance and increasing productivity; conduct regular leadership meetings with all call center managers
- recruit, hire, train, motivate, and schedule staff; provide formal and ongoing feedback for all levels of personnel, establish performance incentives and hold monthly contests, offer bonuses to top collectors
national asset management, fredericksburg, va 1998 c 2003
collections manager
- expertly directed up to 3 managers and 30 collectors assigned to major government contracts with agencies including u.s. department of revenue, wisconsin department of revenue tax, and georgia department of revenue tax; consistently ranked as top-revenue producing company on contracts
- established contract-specific standard operating procedures and created dialer system strategy; ensured contractual compliance
- diligently reviewed daily, weekly, and monthly performance to adjust collections tactics and call center scheduling in line with business needs; introduced daily, weekly, and monthly contests to boost productivity levels
education
george mason university, fairfax, va
bachelor of science in public administration
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