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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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Sierra Nevada Job Corps

Vocational Business Certificate


National Seminar Group

Collections Law Course; 2007


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