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yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000




solutions-focused business professional eager to contribute technical expertise as well as dynamic project management and business skills toward actively supporting the employer in a challenging credit/collection service assignment.



career profile

ø over 20 years of successful credit and collection experience.

ø strength in consumer lending and credit card activities.

ø knowledgeable in collecting and analyzing credit information.

ø deliver exceptional customer relations.

ø broad collections background ranging from consumer lending to credit card services.

ø coordinate with multiple departments to improve financial operations efficiencies.

ø facilitate financial service and loan origination.

ø assess client financial needs and requirements.

ø skilled consultant and advisor.

ø proven problem-solving and troubleshooting capacity.

ø record of progression to positions of increasing authority and responsibility.

ø strong focus on exceptional customer service, quality and meeting organizational objectives.

ø effectively interact with diverse groups and professionals at all levels.

ø well-organized multi-tasker with strong detail orientation.

ø adept in aligning credit/collection contributions with organizational objectives.

ø enthusiastic team leader.

ø proficient in spanish communications including the fact that i can write in spanish too.



professional experience

washington mutual/j.p. morgan chase, arlington, tx                                                                2005 c present

assistant vice president

  hired to direct rewards/recognition program key to improved employee morale.

  manage and balance $212,000 annual budget critical to upgrading metric performance.

  oversee inbound collection process at two locations, producing 24% service increase to 80% from 56% with a 2% abandonment rate.

  coordinate with it/project management to roll out new operations departments.

  track volume and daily/monthly metric performance by agent and team manager to identify opportunities.

  work with dialer optimization group to achieve penetration levels.

  deliver significantly improved contact rates.

  improve contact rates 50% to 17.2% by training employees on overcoming objections and offering diverse payment methods.

  initiate positive community business relationships producing an improved community image and a mayor s office award.

  ensure effective servicing of over 125,000 calls per month.

  manage over 380 solutions specialists.

  slash delinquency rates from 12% to less than 5% through implementation of advanced collection system.




yyyyyy x. yyyyyy

page two



vartec telecom, inc., carrollton, tx                                                                                              2000 c 2005

senior remittance processing manager (2004-2005)

credit and collections senior manager/director (2000-2004)

       retained to launch new collection system slashing delinquency from 12% to less than 5% in fewer than 12 months.

       assumed responsibility for quality assurance group monitoring all agents.

       upgraded quality service to average of 85%, 5% above standard.

       built strong relationships with multiple collection agencies on a national basis.

       developed well-received champion challenger process to reduce losses.

       initiated outsourcing to improve monthly collection rates.

       negotiated favorable agency contracts to lower agency expenses and achieve legal compliance.

       orchestrated credit extension for new commercial customers by processing all dti s through dun & bradstreet.

       championed monitoring system to track high long-distance usage and slash revenue losses.

       controlled outside vendor relationships with multiple banks.

       supervised electronic payment processors and software consultants.

       originated improved process and procedure manual to facilitate operations streamlining.

       launched improved payment mediator system adapted by organization to lower posting times and eliminate delinquency.

       monitored end result testing to attain work request standards.

       evaluated customer usage/billing data to improve billing accuracy.






earlier background

prior to 2000, served as credit/collection manager/assistant vice president, firstplus financial inc, dallas, tx (1996-2000) and credit/collection manager/director, world acceptance corporation, location, (1988-1996).  in these assignments, built outstanding collection team leadership, delinquency reduction, qa, loss mitigation, credit extension, compliance and marketing skill sets.


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