Darius Nolan
Buffalo,NY
Summary
Industrious and enthusiastic management professional offering ten + years of call center experience, looking to advance career in the call center industry. Proven to consistently meet productivity, business and customer service objectives. Skillfully work with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction.
Overview
13
13
years of professional experience
Work History
Account Resolution Specialist
American Coradius International
03.2020 - Current
- Negotiated payment plans and settlements on delinquent and charged off accounts for both business and consumer lines of credit.
- Consistently followed stated and federal collection guidelines and laws.
- Maintained workload of 500+ accounts for multiple clients, while meeting client specific standards and maintaining client confidentiality.
- Provided second voice and advanced talkoffs, for accounts considered high risk.
Operations Supervisor
IQor Inc. T-Mobile Business Care
09.2016 - 10.2019
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Performed quarterly reviews assessing each employee's performance and developed improvement plans.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Trained and guided team members to maintain high productivity and performance metrics.
- Established and maintained positive work environment to enhance retention and productivity.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Handled escalated calls from customers, and found resolutions beneficial to both the customer and the business.
Team Lead
IQor Inc. Sprint Customer Finance
09.2013 - 09.2016
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Worked with team members to improve performance and implement training updates.
- Handled high risk accounts that were over 45 days past due.
- Mentored junior team members on protocols and procedures of each station to maximize contributions.
- Processed credit card, and check payments.
- Took and resolved escalated calls from customers, on behalf of agents.
Education
High School Diploma -
Myers Park High School
Charlotte, NC06-2011
Skills
- Operations
- Mentoring
- Quality control
- Documentation skills
- Client relationship building
- Payment plan negotiation
- Business correspondence
ADDITIONAL INFORMATION
- Skills
- Quality control New employee mentoring
- Production monitoring Team oversight
- Operations monitoring Team leadership
- Troubleshooting skills Customer rapport
- Technical knowledge Information tracking
Timeline
Account Resolution Specialist
American Coradius International
03.2020 - Current
Operations Supervisor
IQor Inc. T-Mobile Business Care
09.2016 - 10.2019
Team Lead
IQor Inc. Sprint Customer Finance
09.2013 - 09.2016
High School Diploma -
Myers Park High School