Dwight Larkins
Raytown,MO
Summary
Results-oriented Team Lead experienced in financial services with a focus on collections and account resolution. Achieved 96% customer satisfaction ratings through effective coaching and development of teams of 11-15 professionals. Dedicated to enhancing operational efficiency and team performance while delivering high-quality outcomes within tight schedules.
Overview
21
21
years of professional experience
Work History
Team Lead
Caliber Financial
Overland Park
01.2019 - Current
- Coached and developed 11-15 collection professionals through call monitoring, evaluations, performance management, and complex customer escalations to enhance team effectiveness.
- Orchestrated team goals, workloads, and QA for settlement practices and third-party BPO operations, serving as a trainer and operational liaison to ensure alignment with organizational objectives.
- Monitored and reported KPI/SLA performance, identified service improvements, and upheld 96% Customer Satisfaction rating while balancing customer resolution with collection objectives.
Senior Collections Representative
Mid-Country Bank
Kansas City, MO
01.2009 - 09.2019
- Developed account-resolution strategies that improved collection performance and enhanced customer outcomes and employee engagement.
- Trained and coached collection professionals through candidate interviews, new-hire instruction, call monitoring, and performance assessments to improve team effectiveness.
- Supported leadership planning, forecasting, goal setting, and workload distribution as the liaison among Collections, Accounts Receivable, and Customer Resolution to streamline operations.
Account Receivable Audit
YRC Worldwide
Overland Park
01.2006 - 01.2009
- Executed B2B accounts receivable audits and resolved payment discrepancies, enhancing accuracy in account processing.
- Reconciled customer account activity and corrected payment information, collaborating with departments to eliminate issues that hindered successful payment completion.
- Executed daily operational tasks with precision and care.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Provision West
Hillside, ILSkills
- KPI reporting
- Customer satisfaction
- Performance management
- Workflow optimization
- Coaching
- Team coaching and development
- Account management
- Vendor relations
- Client communication
- Conflict resolution
- Performance tracking
- Performance improvement
- Process improvement
- Employee training
- Team leadership
- Team building
- Effective communication strategies
- Customer relationship management
- Client support strategies
- Call center management
- Influencing skills
- Relationship building
- Coaching & Development
- Complaint resolution
- People management
- Customer focus
Timeline
Team Lead
Caliber Financial
01.2019 - Current
Senior Collections Representative
Mid-Country Bank
01.2009 - 09.2019
Account Receivable Audit
YRC Worldwide
01.2006 - 01.2009
Provision West