Benjamin Yang
Westminster,CO
Summary
Experienced Collections Manager skilled in leading teams to achieve high performance and resolve disputes effectively. Proven track record in negotiating repayment plans and fostering a customer-focused team culture. Expertise in employee training, relationship building, and enhancing collection strategies to improve rates
Overview
17
17
years of professional experience
Work History
Collections Manager
Carhop
Denver , CO
10.2018 - 01.2025
- Led the hiring and training of the collection team, enhancing methods and strategies for nine stores.
- Developed performance reports that guided team improvement efforts.
- Conducted weekly meetings to align team goals with the company objective.
- Fostered collaboration with the sales team to improve collections and teamwork.
- Monitored team performance metrics, such as conversion rates and average payments collected.
- Oversaw the daily workflow of the collection staff, providing feedback and coaching as needed.
- Maintained regular performance appraisals for subordinates through verbal, written, and ongoing review programs.
- Established relationships with contractors to ensure profit continuity.
- Assisted upper management by creating a concise strategic plan and direction for the company's vision.
Assistant Collections Manager
Carhop
Minneapolis, MN
03.2018 - 10.2018
- Collaboration with the Collections Manager to identify areas where improvements could be made within the collections team, in order to maximize efficiency.
- Assisted in developing strategies to increase collections, and reduce delinquency.
- Monitored the collections team's daily account work and phone calls to ensure compliance, provide guidance, and training for the team to ensure best practices for resolving delinquent accounts.
- Reviewed weekly, monthly, and quarterly performance reports, and strategized more efficient collection efforts.
- Provided training and guidance to new collections staff on best practices and company policies.
- Researched, evaluated and resolved discrepancies and customer concerns.
Senior Account Manager 2
Carhopper.co
Minneapolis, MN
04.2016 - 03.2018
- Oversaw multiple accounts, worked diligently to meet and exceed performance goals, and maximized collections.
- Collaborated with the supervisor and team members to meet or exceed collection goals.
- Trained and supported junior account management professionals to increase company revenue.
- Acted as main point of contact in matters relating to client concerns and needs.
Senior Account Manager 1
Carhop
Minneapolis, MN
01.2012 - 04.2016
- Provided excellent verbal skills to engage customers in conversation, and effectively determine needs and requirements.
- Analyzed debtor financial situations to propose realistic repayment solutions to help them stay current on their obligations.
- Used de-escalating and problem-solving skills to address complex issues that arose during escalated collection calls from the team.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
Account Manager
Carhop
Minneapolis, MN
03.2008 - 01.2012
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution quickly and efficiently.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Met the demands of a busy call center by performing a high volume of production while achieving weekly, monthly, and quarterly quotas.
Education
High School Diploma -
South St Paul High School
South St Paul, MN06-2002
Skills
- Collections management
- Customer negotiation
- Performance metrics
- Employee training
- Team leadership
- Cross-functional collaboration
Timeline
Collections Manager
Carhop
10.2018 - 01.2025
Assistant Collections Manager
Carhop
03.2018 - 10.2018
Senior Account Manager 2
Carhopper.co
04.2016 - 03.2018
Senior Account Manager 1
Carhop
01.2012 - 04.2016
Account Manager
Carhop
03.2008 - 01.2012
High School Diploma -
South St Paul High School
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