Dustin Lawson
Pendleton,IN
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
27
27
years of professional experience
Work History
Collections Specialist
Angie's List
02.2023 - 02.2024
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Trained new team members on scripts, company services, and collection strategies.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Sr Client Success Manager
Angie's List
08.2022 - 02.2023
- Evaluated client feedback to drive continuous improvement initiatives within the company''s products and services offerings.
- Mentored junior team members, helping them develop necessary skills for successful career progression in Client Success Management.
- Collaborated with cross-functional teams to address client concerns and resolve complex issues in a timely manner.
- Improved efficiency of quarterly business review process by standardizing templates, agendas, and reporting formats across all accounts.
- Partnered with sales team members to ensure seamless handoff of newly acquired accounts into the Client Success department''s care.
- Developed comprehensive account plans outlining growth opportunities, risks, and mitigating actions for each assigned account.
Client Success Manager
Angie List
02.2022 - 08.2022
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Established a reputation for excellence in customer service, resulting in increased client referrals and expansion of business opportunities.
Collections Manager
Phoenix Financial Services
01.2017 - 01.2022
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Supervised staff of collectors, monitoring phone calls and letters.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
Collections Team Lead
Phoenix Financial Services
08.2015 - 01.2017
- Improved cash flow by implementing efficient collections strategies and enforcing deadlines.
- Coordinated cross-functional efforts to streamline account handoffs between departments for seamless service delivery.
- Increased recovery rates by conducting regular quality control audits on outbound communications from collections agents.
- Participated in strategic planning sessions, contributing valuable insights on collections process improvements based on firsthand experience in the field.
Collection Representative
Phoenix Financial Services
03.2014 - 08.2015
- Prepared thorough reports on collection activities for management review, aiding in informed decision-making processes regarding delinquent accounts.
- Utilized various skip tracing techniques to locate hard-to-find debtors and recover outstanding balances owed.
- Developed strong relationships with customers, fostering trust and open communication during debt resolution processes.
- Liaised between external agencies and internal departments for efficient account management across multiple touchpoints.
Collections Representative
Deca Financial Services
02.2011 - 01.2014
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
Lead Carpenter
Graddy Builders
07.1997 - 02.2011
- Completed installations of building structures, trim, flooring, and cabinetry.
- Led garages, residential homes, and addition projects to completion.
- Conducted thorough final inspections of completed projects to assure adherence to specifications and industry standards.
- Enhanced team productivity by implementing efficient project management strategies and prioritizing tasks.
Education
Associate of Applied Science - Civil Engineering Technology
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- Credit and collections
- Teamwork orientation
- Credit Reporting Familiarity
- Account Review
- Relationship Building
- Active listening abilities
- Decision-Making Competence
- Conflict resolution techniques
- Empathy and Tactfulness
- Strong negotiation skills
- Persuasion techniques
- Analytical and Critical Thinking
Timeline
Collections Specialist
Angie's List
02.2023 - 02.2024
Sr Client Success Manager
Angie's List
08.2022 - 02.2023
Client Success Manager
Angie List
02.2022 - 08.2022
Collections Manager
Phoenix Financial Services
01.2017 - 01.2022
Collections Team Lead
Phoenix Financial Services
08.2015 - 01.2017
Collection Representative
Phoenix Financial Services
03.2014 - 08.2015
Collections Representative
Deca Financial Services
02.2011 - 01.2014
Lead Carpenter
Graddy Builders
07.1997 - 02.2011
Associate of Applied Science - Civil Engineering Technology
Ivy Tech Community College of Indiana
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