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career objective
results-driven collections manager eager to contribute superior customer service, leadership, and internal team building skills toward supporting a customer service calling center in optimizing financial and operational performance
profile
ø offer more than 11 years of collections, account management, and customer service experience
ø consistently exceed outbound calling goals; perform business development functions; cultivate strong referral networks
ø experience conducting delinquent loan reviews, assessing credit risks, skip tracing for charged-off accounts, negotiating repayment terms, and determining and initiating legal actions
ø collaborate with external agents, including lenders, title companies, appraisers, and towing companies; steer operations to ensure project efficiency and completion
ø strong supervisory experience and solid record of training and directing top-performing support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs
ø accurately analyze operational performance to develop and implement customized improvement strategies that result in significantly increased productivity, efficiency, and profits; establish cost control techniques saving hundreds of thousands in annual expenditures
ø dynamic organization, prioritization, and time management skills; consistently achieve critical deadlines while maintaining high quality standards
ø thorough knowledge of data warehousing standards, strategies, and tools
ø excellent communication, presentation, negotiation, and relationship management skills
ø proactive team player equally effective in independent and collaborative environments
professional experience
loan officer, bna capital, southlake, tx 8/07 c present
collections representative, drive financial, dallas, tx 11/06 c 8/07
collections manager, usa cash services, ogden, ut 3/06 c 9/06
account executive, centex home equity, west jordan, ut 11/05 c 3/06
realtor, century 21 lois lauer realty, fontana, ca 4/03 c 10/05
collection manager, household finance/hsbc, pomona, ca 11/00 c 6/03
collector, bdw &associates, ontario, ca 3/97 c 11/00
~ key achievements ~
- appointed most valuable collector, by drive financial (12/07, 1/08)
- recipient, sales agent of the month (4/04, 5/04) and listing agent of the month (5/04) awards from century 21
- repeatedly recognized by household finance for outstanding individual and group performance: top gun award (5/01); quality assurance award (4/01); walk of fame (4/01); collector of the month/department (1/01, 2/01, 3/01, 4/01); best management team entry roll rates (2001, 2002)
professional
development
six sigma ~ time management ~ supervisor success ~ leadership for results ~ tdf theory and application
~ licenses ~
licensed realtor / loan officer, california ~ licensed loan officer, utah and texas
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