Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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John Martin

McKinney,TX

Summary

Veteran Collector bringing 20-year background to growing collections department. Expert in commercial and consumer collections, repayment negotiations and repayment plan development. Successful in managing escalated accounts and producing aging reports to cut down delinquent invoices.


Five years of Military experience is the basis of my self-disciplined philosphy in life. I worked in the ARMY's Nuclear weapons arena. Operated under a Top Secret Government clearance

Overview

17
17
years of professional experience

Work History

Senior Collections Representative

iQor Corp
11.2018 - 10.2023
  • Collected on Capital One retail card program
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Escalations Supervisor for Capital One consumer & commercial accounts
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Collected 90% of delinquent accounts to reduce overdue balances.
  • Documented customer payment interactions and account statuses for future reference.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Verified compliance with relevant laws, regulations and best practices related to customer account management.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.

Sales Associate/Key Holder

HARRIS JEWELRY
05.2017 - 09.2018
  • Engaged with customers to build rapport and loyalty.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.

Sales Consultant

American Freight Furniture and Mattress
07.2016 - 04.2017
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Determined solutions for clients promptly and professionally.
  • Oversaw deposits, processed financial transactions and maintained inventory.
  • Exceeded sales goals by 30% utilizing exemplary customer service skills.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Utilized upselling techniques to promote additional products and increase sales.
  • Managed cash register after end of shift to balance and record accurate transactions.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Answered questions about store policies and addressed customer concerns.
  • Scheduled deliveries

CEO/Collection Specialist/Consultant/Trainer

J.I. Martin Inc.
07.2010 - 12.2016
  • Owner/Manager of Aviation debt portfolio
  • Managed day to day operations of business
  • Responsible for sales, client management and retention
  • Used skip tracing and other techniques to locate debtors.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained and updated client files
  • Trained new team members on scripts, company services, and collection strategies.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Collected on delinquent accounts to reduce overdue balances.
  • Documented customer payment interactions and account statuses for future reference.
  • Managed litigation process for clients
  • Provided lien and replevn action management for clients
  • Initiated repossession process upon failure of other collection methods.
  • Porvided contract consulting for back end collections specifics

New Business Coordinator

Fish Window Cleaning
10.2014 - 12.2015
  • Spearheaded marketing initiatives.
  • Facilitated fast-paced and dynamic entrepreneurial environment.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed monthly reports.
  • Fostered strong rapport with clients, vendors and stakeholders through consistent follow-up and communication.
  • Managed day-to-day development issues.

CEO/Credit Collections Specialist

Aviation Recovery Inc
09.2008 - 06.2010
  • Part Owner/operator commercial debt collection agency
  • Managed day to day operations
  • Established foundational processes for business operations.
  • Responsible for developing and implementing collection policy and procedures within FDCPA compliance
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Maintained and updated client files
  • Implemented strong hiring and training techniques to promote team cohesiveness and streamline overall workflow.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Provided ligation and replevn actions management
  • Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
  • Processed liens for clients
  • Repossession management.

Recovery Manager

Multi Service Aviation/US Bank
05.2006 - 08.2008
  • Responsible for developing and implementing collection policy and procedures for department
  • Hired and managed outside legal counsel for litigations/replevn actions
  • Worked with legal resources and recovery teams to manage default issues.
  • Maintained lien and lien release records in accordance with FAA policy
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Oversaw daily posting of payments to customer accounts.
  • Reviewed expense reports for accuracy and proper expense disclosure.
  • Facilitated successful internal and external audits through sound and thorough documentation.
  • Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Managed repossession process
  • Maintained and updated client files
  • Managed department personnel for production and compliance
  • Conducted investigations of customer accounts and payment histories.
  • Worked closely with credit and risk management departments
  • Worked closely with bank compliance team
  • Managed all department reporting
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.

Education

AATH/Urban Ministry -

Moody Bible Institute- - Chicago
05.2002

Theology -

Pastoral Counseling / Certification Program
Wheaton College, IL
12.1996

Skills

  • Team Leadership
  • Time Management
  • Effective Communication
  • Problem Solving
  • Debt Negotiation
  • Call Center Experience
  • Portfolio Management
  • Persuasion Techniques
  • Customer Relationship Management
  • FDCPA Compliance
  • Pleasant Telephone Demeanor
  • Empathy and Tact

Personal Information

  • Military Service Branch: Army
  • Military Service Rank: E 5

Timeline

Senior Collections Representative

iQor Corp
11.2018 - 10.2023

Sales Associate/Key Holder

HARRIS JEWELRY
05.2017 - 09.2018

Sales Consultant

American Freight Furniture and Mattress
07.2016 - 04.2017

New Business Coordinator

Fish Window Cleaning
10.2014 - 12.2015

CEO/Collection Specialist/Consultant/Trainer

J.I. Martin Inc.
07.2010 - 12.2016

CEO/Credit Collections Specialist

Aviation Recovery Inc
09.2008 - 06.2010

Recovery Manager

Multi Service Aviation/US Bank
05.2006 - 08.2008

AATH/Urban Ministry -

Moody Bible Institute- - Chicago

Theology -

Pastoral Counseling / Certification Program

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John Martin