Alvin L. Cobbin
Phoenix,AZ
Summary
Professional service expert with significant experience in customer interaction and issue resolution. Strong focus on teamwork and achieving desired outcomes. Known for adaptability, reliability, and effective communication. Skilled in conflict resolution, problem-solving, and delivering high-quality service. Demonstrated ability to handle high volumes of inquiries while maintaining positive attitude and attention to detail.
Overview
32
32
years of professional experience
Work History
Service Representative 401k
Paychex Inc
01.2024 - Current
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed account updates, ensuring accuracy in customer information and transactions.
- Collaborated with team members to improve service delivery processes and enhance customer satisfaction.
- Trained new employees on company protocols and best practices for effective service provision.
Sr. Customer Care Supervisor
OneMain Financial
01.2015 - 10.2024
- Forecasting daily dialer production and queue strategies that produces positive results by leading, developing, communicating, and rewarding the positive behaviors
- Led Care/Collections team to achieve monthly recovery targets through effective strategy implementation.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Developed training programs for new staff, enhancing team efficiency and performance standards.
- Established key performance indicators to track team progress and ensure compliance with regulatory requirements.
Customer Resolution Relationship Supervisor
Specialized Loan Servicing
01.2012 - 01.2014
- Managing a staff that handles 90+ days delinquent status accounts while focusing on KPI's that build on the success of the company
- Daily coaching and communication with all levels of personnel to ensure that departmental and company guidelines were being followed
- Streamlined processes to enhance efficiency in loan processing workflows.
- Focus on the development and growth of my staff that increases their job knowledge and satisfaction, commitment, and company loyalty
- Led cross-functional meetings to address operational challenges and implement solutions.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Internal Recovery Manager - WF Dealer Services
Wells Fargo & Co.
01.2006 - 01.2012
- Daily responsibilities of managing supervisors and the loss recovery business unit by creating, developing, and implementing collection strategies that drive operational excellence and build on WFB branding
- Improving group performance by communicating departmental expectations, creation of new processes, and implementation of a successful dialer strategies
- Daily communication with all levels of staff and senior management on company and departmental objectives
Collection Supervisor II- Home Equity Loss Prevention
Wells Fargo & Co.
01.2006 - 01.2012
- Daily responsibility of managing Collections production, dialer strategies, processes, monitoring results, and achieving weekly and monthly goals
- Coordinate inbound and outbound staff and resources to optimize the collection efforts, while resolving complex issues and continuing to develop an effective dialer strategy
Equipment Finance BK and Deceased Collector III
Wells Fargo & Co.
01.2006 - 01.2012
- Maintain a working relationship with Mortgage Retail and Servicing Operations
- Extensive knowledge of bankruptcy and deceased accounts while handling small business performance management tools and daily procedures
- Possess strong time management, problem solving, effective communication, adaptability, and multitasking
Home Equity Processor II
Wells Fargo & Co.
01.2006 - 01.2012
- Maximize processing efficiency, assessing credit risk/loss, lending guidelines, maintained quality and compliance
- Previously handled complex Prime Mortgage applications while working across the industry with PMB bankers and internal business partners to identify, research, and resolve processing issues
Branch Manager & Rental Agent / Field Learning Specialist
Toyota Rent a Car & Deloitte & Touché LLP
01.2004 - 01.2006
- Completed daily financial transactions, cash reports and reservations for Toyota Rent a Car
- Coordinated logistics of 500-car fleet, repairs and pick up of vehicles to ensure timely delivery
- Supervised and recruited for the rental counter, collections, and phone sales, while approving extensions, deposits and credits
- Increased sales volume by account building, cross selling, product knowledge demonstrations and promotional inducements, collections of outstanding accounts that resulted in a positive impact on the bottom-line
- Analyzed credit hours for Certified Public Accountants to ensure continual certification education is maintained
Branch Manager
Flex Check Cash Advance
01.2002 - 01.2003
- Directed financial management, P & L, business growth, Human Resource duties, Customer Service, cost control and Marketing for a new cash advance chain
- Managed human resources branch operational duties, such as; hiring, training and developing of new trainees
- Developed aggressive marketing plans, which grew store from zero to near bonus profit margins in three months up-to $100,000
- Performed direct field collections while maintaining profitable relationships
- Completed store grand opening, marketing, build outs and assisted in setting up in-store network
- Responsible for daily operations workflow for collectors and coordinating activities to meet operational requirements
- Established business-to-business partners to enhance marketability and developed competitive marketing studies to compare similar corporations
- Generated daily and weekly reports and ensured Federal guidelines were being followed
Operations Supervisor
Alliance Data Systems
01.2000 - 01.2002
- Managed a staff that assisted Pegasus Satellite Television and Georgia Natural Gas in providing Quality Customer Service to nationwide customers
- Supervised a team of 125 employees; administered evaluations by monitoring and coaching CSR's, Payroll, & Benefits
- Analyzed performance issues while providing solutions to non-compliance areas within the dialer program
- Increased profitability by marketing, staffing and coordinating with Human Resources personnel by hiring and training new office talent
- Served as Project Manager for employee's communication publication; implementing the company newsletter, supervisor boards, employee suggestion box and quarterly call center meetings
- Communicated with peers and executives to ensure departmental and contractual adherences
Collection Supervisor
MCI WorldCom
01.1998 - 01.2000
- Developed the departmental strategies to ensure profitability and to reduce the $9 million debt
- Managed a team of 40 collectors while maintaining several third party vendor relationships
- Recruited, hired, trained and maintained payroll and benefits while developing of new associates
- Oversaw multiple locations throughout the United States while reducing the number of complaints by providing improved quality customer service
Collections Team Coach
Discover Card Services
01.1994 - 01.1998
- Handled first and second level escalations from customers
- Provided various levels of collection solutions from level 60 to charge-off
- Coached and trained employees on how to effectively use the predictive dialer
- Met with associates to prevent negative outcomes in the collection process
- Provided daily communications and counseling with senior management to ensure that performance objectives and Policy guidelines were being met
Education
MBA - Human Resources Management
Western University
Phoenix, AZBS - Business Management
University of Phoenix
Phoenix, AZReal Estate Certification -
MLS School of Real Estate
Marietta, GASkills
- Facility Operations
- Business & Development
- Financial Management
- Project Management
- Production Sales & Marketing
- Business Implementation
- Workforce Management
- Profit and Loss
- Debt recovery expertise
- Strong negotiation skills
- Credit control
- Cross-functional collaboration
- Goal setting
- Customer service management
- Workflow planning
- Excellent communication
- Project coordination
- Leadership development
- Customer support
- Database maintenance
Professionalassociations
- Toast Masters, 01/01/04 - 12/31/06
- Checkpoint, 01/01/06 - 12/31/10
Leadershiptraining
- Facilitating Improved Performances
- Core Skills for Building Commitment
- Making Meetings Work
- Effective Time Management
- Introduction to Strengths
- Influence
- Communications Styles
- Becoming an Effective Manager
- Interpersonal Communication Skills
Timeline
Service Representative 401k
Paychex Inc
01.2024 - Current
Sr. Customer Care Supervisor
OneMain Financial
01.2015 - 10.2024
Customer Resolution Relationship Supervisor
Specialized Loan Servicing
01.2012 - 01.2014
Internal Recovery Manager - WF Dealer Services
Wells Fargo & Co.
01.2006 - 01.2012
Collection Supervisor II- Home Equity Loss Prevention
Wells Fargo & Co.
01.2006 - 01.2012
Equipment Finance BK and Deceased Collector III
Wells Fargo & Co.
01.2006 - 01.2012
Home Equity Processor II
Wells Fargo & Co.
01.2006 - 01.2012
Branch Manager & Rental Agent / Field Learning Specialist
Toyota Rent a Car & Deloitte & Touché LLP
01.2004 - 01.2006
Branch Manager
Flex Check Cash Advance
01.2002 - 01.2003
Operations Supervisor
Alliance Data Systems
01.2000 - 01.2002
Collection Supervisor
MCI WorldCom
01.1998 - 01.2000
Collections Team Coach
Discover Card Services
01.1994 - 01.1998
BS - Business Management
University of Phoenix
Real Estate Certification -
MLS School of Real Estate
MBA - Human Resources Management
Western University