Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

Jay Lapsley

Dade City,Florida

Summary

ACA FDCPA CERTIFIED

Dynamic Credit Collection Expert with a proven history of exceeding targets at DCI Debt Collection International, achieving a remarkable 73% recovery rate. Demonstrates expertise in debt recovery and settlement, supported by strong negotiation and communication skills. Collaborative team player dedicated to enhancing customer satisfaction and loyalty through strategic problem-solving and effective engagement. Results-driven Collection Customer Service Representative known for high productivity and efficient task completion. Skilled in negotiation, conflict resolution, and account management. Excels at communication, empathy, and patience to navigate challenging customer interactions. Committed to improving customer satisfaction while achieving financial goals.

Overview

38
38
years of professional experience
1
1
Certification

Work History

Collection Customer Service Representative.

Global Trust Management.
Tampa, Florida.
03.2023 - 10.2024
  • Contacted customers with delinquent accounts to solicit payment
  • Answered incoming calls from customers regarding collections inquiries.
  • Explained collection policies, procedures, and processes clearly to customers regarding account discrepancies or problems.
  • Initiated outbound calls to customers with delinquent accounts to learn the reasons for overdue payments, and arranged for debt repayment.
  • Established schedules for repayment based on the customer's financial situation.
  • Received payments and posted amounts to customer accounts.
  • Document the status of collection efforts and all customer interactions in internal systems to establish a clear audit trail.

Sales Associate, Customer Service.

Brandon rental centers.
Tampa., Florida.
11.2020 - 12.2022
  • Greeted customers and provided exceptional customer service.
  • Answered incoming telephone calls to provide store, products and services information.
  • Maintained up-to-date knowledge of store merchandise and policies.
  • Provided accurate information about products, prices and services.
  • Assisted customers with product selection, sizing and styling.
  • Recommended, selected and located merchandise based on customer desires.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Placed special orders or called other stores to find desired items.
  • Prepared merchandise for purchase or rental.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Upsold additional items based on customer interests and needs.
  • Maintained cleanliness of store environment including floors, windows, displays.
  • Maintained records related to sales for store management.

Lead Sales Associate.

Titan Direct LLC.
Wesley Chapel., Florida.
09.2008 - 02.2014
  • Set promotional sales events for car dealerships, with specifically targeted mail campaigns, increasing customer visits by over 50%. Greeted patrons warmly at the dealership entrance, and offered assistance with finding their designated location.
  • Delivered quality customer service while cultivating client satisfaction and loyalty.
  • Cross-trained on different positions to best support team during peak periods.
  • Assisted with the training and development of new team members to improve their knowledge, skills, and selling abilities.
  • Led a six-member sales team that consistently delivered excellent customer service to generate potential sales.
  • I familiarized myself with new designs and services to engage with customers about new features, styles, and benefits.
  • Utilized selling behaviors to identify and solve customer needs.
  • Employed negotiation techniques to consistently meet customer and company satisfaction.
  • Developed strategies to increase sales and promote new business.
  • Built a repeat customer base by providing incentive-based discount programs for family members and friends.

Credit Collection Representative

DCI Debt Collection International
Orlando, FL.
03.2006 - 08.2008
  • Managed a high-volume portfolio of delinquent accounts.
  • Consistently met or exceeded monthly target goals, increasing the company's revenue.
  • Analyzed customer financials, credit reports, and other documents in order to determine the most effective collection strategy, with a 73% recovery rate.
  • Maintained detailed records of all collections activity in customer accounts.
  • Skip-traced complex cases involving multiple parties or entities that require additional investigation action.
  • Advised customers on available options when they are unable to pay their debts in full.
  • Negotiated payment plans with customers to ensure timely payments of their delinquent accounts.
  • Processed payments received from customers accurately and efficiently.
  • Participated in training sessions conducted by management team members regarding best practices for collections activities.

Credit Card Collection Agent

Citibank
Orlando, Fl.
03.2003 - 01.2005
  • Conducted outbound calls to customers with delinquent accounts in order to negotiate payment plans and collect overdue payments.
  • Provided detailed explanations of payment options, including interest rates, length of terms, and potential risks.
  • Informed customers about the consequences of defaulting on their obligations and offered advice on budgeting strategies for avoiding future delinquency.
  • Escalated difficult cases to supervisors when necessary in order to resolve issues more effectively.
  • Negotiated reasonable settlement amounts with customers based on their individual financial circumstances.
  • Investigated customer claims of incorrect charges or billing errors and resolved disputes accordingly.
  • Maintained accurate records of all customer interactions, account updates, and payment arrangements within a database system.

Telemarketing Sales Representative

Nationwide Advertising
Fort Lauderdale, FL.
10.1989 - 01.1993
  • Conducted outbound calls to potential customers in order to generate sales leads.
  • Provided product information, pricing details and special offers to interested customers.
  • Suggested additional products or services that would benefit the customer.
  • Followed up on inquiries from potential customers in a timely manner.
  • Recorded customer contact information, sales activities and other relevant data into company database system.

Telemarketer

Police Benevolent Association
Fort Lauderdale, FL.
01.1987 - 06.1989
  • Initiated outbound calls to individuals and businesses using scripts.
  • Greeted customers in a friendly, professional manner on the phone to solicit donations for the benevolent association.
  • Provided detailed information, answered questions, and offered solutions to customer inquiries.
  • Resolved complaints promptly and professionally, while documenting the call accurately.
  • Created reports detailing telemarketing activities and results.

Education

GED -

Piper High
Sunrise, FL
06-1982

Skills

  • Credit Collection Expertise
  • Debt recovery
  • Debt settlement
  • Collection strategist
  • Persuasive negotiation techniques
  • Efficient Data Input
  • Delinquent account management
  • Cross-Selling Skills
  • Process payments experience
  • Team collaboration
  • Effective communication
  • Collection strategist
  • Self-motivated
  • Excellent time management skills
  • Reliable
  • Professional

Certification

  • ACA International's FDCPA essentials for the Accounts Receivable Management Industry.
  • Current Florida Drivers license: 45 yrs (1.) Ticket and No Accidents.

Accomplishments

$$ Green Money Award. $$ (Money Collected With 1st. Contact)

  • $8,207.50 for the month of October 2023
  • $7,756.86 for the month of December 2023
  • Quality Assurance Award (Recorded Calls Verifying Professional Standers)
  • 90% for Juiy 2023 And 98% for August 2023

Affiliations

God. Priority # 1. Without GOD there wouldn't be work

Family. Priority # 2. Without Family there wouldn't be a passion to work.

Work. Priority # 3. Without Work there wouldn't be the need for Rest & Relaxation.

R & R. Priority # 4. Thank GOD for all that you have.

Timeline

Collection Customer Service Representative.

Global Trust Management.
03.2023 - 10.2024

Sales Associate, Customer Service.

Brandon rental centers.
11.2020 - 12.2022

Lead Sales Associate.

Titan Direct LLC.
09.2008 - 02.2014

Credit Collection Representative

DCI Debt Collection International
03.2006 - 08.2008

Credit Card Collection Agent

Citibank
03.2003 - 01.2005

Telemarketing Sales Representative

Nationwide Advertising
10.1989 - 01.1993

Telemarketer

Police Benevolent Association
01.1987 - 06.1989

GED -

Piper High

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Jay Lapsley