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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •



proficient professional eager to contribute management expertise as well as strong collections and human resource skills and customer service talents toward actively supporting an organization in maximizing performance.




  • quality-driven, versatile collections manager noted for generating consistent results on behalf of company.
  • in depth collections experience, including expertise within management, human resources and customer service capacities.
  • valuable contributions include advancing organizational directives by implementing innovative programs and initiatives.
  • adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
  • apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication skills, to any professional environment.
  • capable of staying focused and maintaining a calm demeanor in high-pressure, collection situations while exhibiting high quality, diplomatic client services interaction.
  • proven capabilities in organizational development, strategic planning and change management.
  • track record for diagnosing complex problems and consistently delivering effective solutions.
  • in recognition of superior performance and contributions, selected by senior management to serve on numerous relief assignments.
  • fluent in spanish and english language and culture, proven asset to international relation functions; dual nationality in the united states and panama.
  • dynamic communication, presentation, negotiation, and relationship management skills.


technical experience


ms office suite; ms word 2003, ms excel, ms powerpoint, ms outlook, ms works, ms frontpage

windows xp; windows vista; quicken, adp etime, internet applications


professional experience


division accounting manager allied waste                                                                                   2008-2009

  • sharp business acumen and experience in directing a broad scope of operations, from collections and credit to payroll functions and accounting for the greater houston area.
  • actively streamline a broad range of duties, including procedure development, scheduling, resource planning, organizational development, and change management, while maintaining compliance with all company policies and procedures.
  • effectively hire, train and terminate staff and actively collaborated in human resource operation functions such as implementing disciplinary procedure, evaluating performance and providing guidance/mentoring.
  • consistently ensure delivery of quality customer service vital to sustaining and growing clientele base.
  • responsible for implementing monthly departmental management meetings, effectively facilitating productive communication.
  • utilize dynamic leadership skills and management experience in ensuring workplace quality, accuracy and efficiency.
  • successfully reduce days sales outstanding within initial six months.


yyyyyy x. yyyyyy


senior collections manager/director of support services mel s. harris & associates                  2005-2008

  • effectively spearheaded innovative internal changes that doubled pre-litigation collection numbers from $74k to $176k monthly and increased payers unit collection numbers from $600k to $935k monthly.
  • actively directed personnel, including collectors and supervisors, in all daily operations and responsibilities to ensure workplace efficiency, accuracy and quality.
  • served as legal resource, utilizing extensive knowledge in collections in assisting attorneys, executives, courts, and defendants in complex issue resolution and determine appropriate course of action.
  • consistently maintained high levels of state, legal and company compliance standards in collections.
  • successfully increased weekly flow of judgments from 300 to 900, maintaining up-to-date and accurate records for enforcement.
  • utilized conflict management training in customer service operations involving debtor dispute and complaint resolution.
  • managed a broad range of support activities, from salary planning, settlement approvals and check requests to legal correspondence, turnovers and complaints resolution.
  • efficiently recruited, built and led high-performance, cross-trained, client-focused personnel teams; built department from 8 to 18 productive employees.
  • commended by senior management for increasing production of judgments from 600 to 2000 weekly and managed relocation project, cost-effectively eliminating downtime and operational disruption.


senior collector/delinquency services representative hsbc finance corporation                       2004-2005

  • simultaneously managed intense operational workload while handling 750 account portfolio in all stages of the litigation process.
  • facilitated productive client relationships to ensure satisfaction and secure delinquent payments; maintained 120% of goal for entire fiscal year.
  • hand-selected to serve on multiple relief assignments based on exceptional on the job performance.
  • nominated to interview for company s management training program based on proven leadership skills and management capabilities.


collections specialist hfc: hsbc finance corporation                                                               2001-2004

  • successfully handled the collections process from overdue customers, providing financial advice on account restoration options.
  • implemented skip tracing on customer accounts to ensure debt collection on behalf of company.
  • recognized by senior management for maintaining a record 140% of goal; awarded four-start performance award in january 2004 and three company trips for superior performance.


assistant sales manager compusa                                                                                                        2001

operations manager compusa                                                                                            1999-2001

front-end manager compusa                                                                                                         1997-1999


professional education & certifications


masters degree in human resources management university of phoenix                            december, 2009


bachelors of science in business management university of phoenix                                                       2008


bachelors of science degree in collections hsbc s peak university                                                     2005


member national association of credit management

certified in spanish financial terminology

certified bilingual: spanish and english

certified in personal strategies for navigating change

certified in six sigma for everyone

certified in leadership for results modules 1-6

certified in anti-money laundering policy

maintaining a positive workplace environment certificate

who moved my cheese certificate

signature service the key to customer satisfaction certificate

certified in basic collections

getting it right every time c the compliance workshop

time management certificate

building a stronger individual commitment (basic) certificate

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •









hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity in a collections management capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include extensive experience in collection operations, human resources and customer service. an examination of my credentials will confirm that i am a skilled professional who thrives in a challenging work environment. i am driven, independently motivated, and results-oriented. i enjoy a challenge and work hard to achieve success. it is my practice to operate within a strict conduct of professionalism and integrity with my clientele. to complement this background, i offer dynamic communication, employee development, leadership, and relationship management skills.


as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.








yyyyyy x. yyyyyy

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •









contact name

company name


city/state/zip code


dear _______________________________:


i would like to thank you for providing me the opportunity to interview with you and discuss the exciting collections management position currently available with your company.  having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.


as discussed, i am an enthusiastic, disciplined team player eager to launch a successful career as a dedicated member of your staff.  i believe you will find my dynamic employee development, collection operation and customer service skills vital to your operations and look forward to contributing to your success.


should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience.  again, thank you for the enlightening interview.  i look forward to your response.








yyyyyy x. yyyyyy


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