yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

objective

results-driven, quality-oriented leader eager to contribute dynamic management and staff-training skills toward actively supporting a progressive organization in optimizing operational and revenue performance.

profile

ø  offer over 10 years experience in the customer service/collections arena, with comprehensive background in management, quality assurance and corporate training.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactively train, develop and direct motivated teams and create a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management, sales and customer service staff as well as clients and external contractors.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  facilitate smooth communication between staff and senior personnel and expedite workflow to attain objectives.

ø  demonstrate initiative by analyzing, creating and executing procedures to eliminate redundancy, accelerate output, and minimize expenses.

professional experience

citimortgage inc., irving, tx                                                                                                 2007-present

loss mitigations (loan prospector)

  consistently achieve individual and team performance targets by contributing advanced communication skills toward responding to client inquiries, collecting borrower financial information and analyzing the best possible option for curing defaults.

  build and establish key relationships and negotiate effectively with borrowers, investor representatives, real estate agents and other borrower representatives to obtain the best option for cmi. 

  collaboratively liaise with borrowers to understand the borrower's intent with real estate property and work closely with them to avoid foreclosure.

  exhibit solid technical abilities in proficiently inputting information into various systems for approval and completion of cases, including citilink, dri, investor systems.

sr. collector (major accounts)

  increased business revenues through proper collection activities on all past due open items, including rentals and sundry receivables.

  applied advanced communication and problem solving skills toward promptly responding to customer inquiries and troubleshooting problems.

  consistently met and/or exceeded required productivity metrics, including required telephone time, call volume levels, contacts made, payment promises secured and accounts reconciled, while maintaining high call quality standards.

  identified problems and potential risks, including large exposures that fall within the early warning process guidelines by effectively using tools, technology, and procedures.

  built and established key relationships and liaised effectively with dealers, vendors and customers.

 

wal-mart stores inc, ft. worth, tx                                                                                       2004-2006

vision center manager

  cost-effectively allocated, administered and managed budgets.

  spearheaded diverse managerial activities ranging from staffing, training and performance evaluation to terminations, workflow planning and policies/procedures development.

  efficiently planned and coordinated daily employee activities and delegated assignments to optimize utilization of human capital and operational resources.

  conducted comprehensive analysis of financial performance and projected sales to ensure profitability.

  successfully promoted superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.

 

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drive financial services, dallas, tx                                                                                     2002-2003

training specialist

  proficiently organized various training events and associates details such as location, logistics, set-up, materials, training aids, registration, and program evaluations.

  applied sharp business acumen toward defining and implementing training programs, policies and procedures to boost overall operational performance.

  reduced training costs by researching and recommending alternative training solutions including wbt, video/telephonic conferencing, cbt, and other methods.

  boosted productivity 29% over 3 months by creating and initiating use of aptitude assessment test (aat), introducing entry and mastery exam to track learning curves and training effectiveness among customer service professionals.

  strategically planned and coordinated schedules to maximize use of human resources while controlling labor costs and meeting customer needs.

  coached, mentored and motivated new hires, playing an instrumental role in the development of top performing team members and improving skill set by 34%.

 

ford motor credit (ford financial), irving, tx                                                                       2000-2002

trainer/quality assurance specialist         

  improved dealer and customer satisfaction by proactively training and performing side-by-side coaching and evaluations for 800+ customer care representatives in effective call handling.

  monitored and calibrated 200-300 calls daily for 31 departments, and calibrated with 14 national service centers, with strong focus on optimizing productivity, efficiency and quality.

customer service representative (collections)

  recognized as "top performer" for maintaining under 6% delinquency rate, while the center average was 12%.

  as skip tracer, worked on loss prevention and interacted directly with debtor's attorney, bankruptcy courts and federal agents.

 

prior experience

 

team lead - experian credit bureau

education

masters in psychological counseling (in progress) - cornerstone university, lake charles, la/grand prairie, tx

bachelor of arts in theological studies - calvary theological seminary, pasadena, tx/grand prairie, tx

professional development/training

franklin covey training module

leader within - leadership training

icmi training

board certified/licensed counselor

sign language interpreter for deaf/hard of hearing

technical skills

windows/office 2000; powerpoint; internet; outlook; excel; ms word; cbt; wbt; ocs; filenet; dri; as400 (rumba); csw; compass; nice; mosaic; super-caps; 10 - key sight/touch; single/dual trace oscilloscopes; volt meters; pc boards testing

community activities

founder - fatherless sons' foundation inc., a non-profit organization focused on mentoring young men who have no positive role models in the home.