Dwayne Strode
Canton,OH
Summary
Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.
Overview
33
33
years of professional experience
Work History
Account Manager
Byrider
03.2022 - Current
- Managed client relationships, ensuring satisfaction and retention through personalized communication strategies.
- Oversaw account performance by analyzing data to identify opportunities for growth and improvement.
- Led negotiations with clients, securing favorable terms while maintaining strong professional relationships.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Collection Manager BHPH
Autostar Financial
01.2015 - Current
- Monitor collectors and customer contacts based on an established quality program. Read collectors notes and do so on a daily basis. Measuring the amount of collection work being done and quality of that work and analyze what is happening with an account. That will allow the company to find weaknesses in the collector skills and their weakness in their style.
- Develop schedules that support the forecasted calls and non-phone workload which will allow collections to meet service level objectives, quality objectives and productivity objectives.
- Provide consistent support to specialist by serving as a reliable resource for information and resolving difficult customer situations. Responsible for handling escalated calls and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction.
- Perform management of personnel activities such as determining staff levels, hiring and recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations, counseling and terminations.
Collection Manager
Midwest Diversified Recovery Services
06.2011 - 01.2015
- Manage day to day activities Third Party Collections
- Inbound and outbound calls for Medical Collections 60-90 days past due. ~150 calls per day
- Skip tracing
- Data Entry, updating accounts/files
- Negotiating repayment options
Collections Supervisor
T.C Companies
11.2004 - 05.2011
- Supervise day to day operations staff of 8 collectors
- Third party medical collections
- Skip tracing
Project Supervisor
Oks/Ameridial
08.2003 - 11.2004
- Set up daily plans on projects using previous days reports and weekly schedule on goals
- Delegate daily plans to project leaders
- Monitor TSR's for quality and performance
- Report to Regional Manager
Senior Loan Officer
Peoples Community Mortgage Banc
01.2001 - 01.2003
- Manage loan origination and penetration of all home lending products, to include 1st and 2nd mortgages
Collection Manager
Allied Interstate
01.2000 - 01.2001
- Script development and adherence to third party collection laws
- Helped develop training manual for 60-90 training period of new employees
- Third party collections for delinquent credit card accounts
- Hire, train and supervise 20 employees in call center
Branch Manager
The Associates Financial
01.1999 - 01.2000
- Selling, servicing and collections of consumer and real estate loans
- Responsible for all day to day branch operations
- Managed four representatives daily production
Assistant Manager
GC Services
01.1995 - 01.1999
- Script development and adherence to third party collection laws
- Supervise fourteen collection and support personnel in delinquent student loan recovery
- Monitor fee projections and supervise floor activity
- Assume office manager’s responsibility in their absence
Combined Insurance
01.1993 - 01.1995
- Sold and managed a territory for supplemental health policies
- Expanded customer base thirty percent in two years
Education
Bachelor of Arts - Business Administration
Ohio Dominican University
Columbus, OhioMBA - Organizational Business Management
Ashford University
Clinton, IASkills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
Accomplishments
- 2017 Fred Pryor Seminar Collections Law
- 2001 Western Union First Quarter Champion Collector
- 1999 USA Group Top Performer of the Year
- 1999 USA Group First Place Agency
Timeline
Account Manager
Byrider
03.2022 - Current
Collection Manager BHPH
Autostar Financial
01.2015 - Current
Collection Manager
Midwest Diversified Recovery Services
06.2011 - 01.2015
Collections Supervisor
T.C Companies
11.2004 - 05.2011
Project Supervisor
Oks/Ameridial
08.2003 - 11.2004
Senior Loan Officer
Peoples Community Mortgage Banc
01.2001 - 01.2003
Collection Manager
Allied Interstate
01.2000 - 01.2001
Branch Manager
The Associates Financial
01.1999 - 01.2000
Assistant Manager
GC Services
01.1995 - 01.1999
Combined Insurance
01.1993 - 01.1995
MBA - Organizational Business Management
Ashford University
Bachelor of Arts - Business Administration
Ohio Dominican University