Joey Hines

I have been working with Capstone since it's inception. In 1992 it started with one client and a lot of Publix bad check's. Just took off from there. Doug Caloro aka Ron. The owner. Still work for him commission only for the fee rate per account. Average fee rate 28/32%. All collection efforts are contracted on a contingency, no collection no fee. With a contracted, set fee rate. Also with a agreement on a blanket settlement authority. Per client and status of the type of papers quality of collectbity. 1st, 2nd placement turxheary and or purchase paper 📜. Commercial, medical, retail. Bad check's, broken leases. Some subrogation.

• Improved customer relationships through effective negotiation and conflict resolution techniques.
• Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
• Increased recovery rate by consistently meeting and exceeding targets set by management.
• Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.

• Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
• Maintained high volume of calls and met demands of busy and productive group.

• Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
• Served as a trusted advisor to executive leadership on matters related to collections and account management, providing valuable insights and guidance.
• Collaborated with sales teams to develop comprehensive credit policies for new clients.
• Enhanced collection efficiency by implementing effective strategies and streamlining processes.

• Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
• Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
• Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
• Actively participated in industry conferences and workshops to stay current on best practices in debt collection management techniques.