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(602) 617- 5404

251 n. 76th place - mesa, arizona 85207


yyyyyy x. yyyyyy

yyyyyy x. yyyyyy

results-driven business professional with expertise in consumer/commercial collections call center environment eager to contribute solid legal/regulatory knowledge, team building skills and superior interpersonal relation/communication abilities toward supporting the employer in maximizing performance.



ø  offer 13 years progressive business management experience in a call center environment, with comprehensive knowledge of fdcpa.

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

ø  proactive leader who successfully recruits, trains/develops, mentors and leads top-performing teams committed to providing superior service.

ø  proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

ø  exceptional ability to research and evaluate industry trends and products and use findings toward designing and executing innovative strategies.

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

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


recent career achievements

ø  boosted team collections $500k per month within the first year.

ø  consistently awarded top supervisor with average monthly gross collections of $650k.

ø  relied upon to manage portfolio of approximately 45k accounts averaging $14m.

ø  successfully controlled operational costs by meeting or exceeding goal of 33% for expense to income ration.


professional experience

axiant - tempe, az                                                                                                              2006-2008

pre-legal collection manager

  contributed dynamic leadership skills in managing 15 pre-legal collection representatives, with full accountability for the effective administration of annual budget.

  spearheaded diverse administrative activities ranging from interviewing, hiring and training to performance evaluation, workflow planning and termination.

  proficiently designed, developed and executed monthly collection strategies supporting enterprise-wide operations, instrumental to maximizing goals.

  effectively penetrated work queues by planning, coordinating and executing dialer strategies to optimize productivity, efficiency and performance.

  conducted comprehensive review and analysis in order to effectively determine suit eligibility and refer accounts for legal review.


asset acceptance llc - phoenix, az                                                                                   2004-2006
legal supervisor

  applied strong leadership skills toward successfully coaching, developing and managing a top-performing team of 10 representatives in facilitating legal collections/legal and garnishment support; consistently monitored files and calls for quality assurance and critical compliance with company policy.

  steered legal and garnishment support process ranging from service of summons and complaint through post judgment remedies for the purpose of collection of bad debt, demonstrating exceptional multitasking and organizational abilities in achieving operational goals and timelines.


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asset acceptance llc - phoenix, az                                                                                   2004-2006
legal supervisor


  authorized to appear in court for pre-trial conferences & mediations to collect outstanding debt, contributing solid negotiation and analytical talents.

  proactively built and established key relationships and liaised effectively with senior management, staff and third parties.


at&t revenue assurance management business collections - mesa, az                               2000-2004
associate manager

  exhibited solid managerial qualities in overseeing 15 team members responsible for supporting 7 third party collection agencies.

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

  motivated, mentored and evaluated team of associates to ensure achievement of goals related to appraisal requirements.

  approved outside vendor invoices for payment and authorized debt settlement requests negotiated by third party collection agencies, further illustrating ability to manage multiple functions.

  applied detail orientation and legal expertise toward executing and approving diverse legal documents to be submitted in court hearings for the collection of outstanding debt.

  cost-effectively allocated and oversaw $7.5m budget to pay invoices for 3rd party collection agencies.

  proficiently contributed sharp business acumen and problem solving skills in creating, monitoring and managing purchase orders for 3rd party collection agencies; re-allocated funds as necessary to ensure sufficient funds available to pay outstanding invoices.



select business management courses - state university of new york at buffalo (buffalo, ny)

select business management courses - daemen college (buffalo ny)


professional development/training

fdcpa & legal compliance & negotiations - eskanos & adler training

managing difficult people, painless performance improvement, clear business writing, assessing & developing behaviors, learning to lead, personality profiles, lifting people to a higher level & fdcpa compliance - asset acceptance llc training, 2004-2006

customer experience, microsoft excel, microsoft word, stress management, leadership skills, time management, motivational coaching, feedback training - at&t training, 1987-2003






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