Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melvin Adams

Lenexa,KS

Summary

Dynamic collections professional with a proven track record at OTR Leasing, excelling in debt recovery and client relationship management. Skilled in skip tracing and negotiation, consistently surpassing targets while maintaining a high level of customer service. Recognized for enhancing operational efficiency and fostering positive client interactions through effective communication and problem-solving abilities.

Knowledgeable [Desired Position] with proven ability to manage accounts and oversee collections processes. Effectively resolved outstanding balances and enhanced client relationships. Demonstrated proficiency in negotiation and problem-solving.

Results-driven professional with comprehensive experience in collections and account management. Adept at developing strategic plans to optimize payment recovery and reduce delinquencies. Strong focus on team collaboration, adapting to evolving needs, and delivering consistent results. Skilled in communication, negotiation, and conflict resolution, with reputation for reliability and achieving targets.

Overview

36
36
years of professional experience

Work History

0collections/Account Mgr

OTR Leasing
08.2018 - 05.2025
  • Implemented automated reminder systems that contributed to a decrease in past due invoices.
  • Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
  • Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
  • Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
  • Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
  • Trained new team members in company policies, procedures, and best practices for successful collections management.
  • Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
  • Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
  • Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
  • Streamlined collection processes for increased efficiency, resulting in a higher success rate of collecting outstanding debts.
  • Reduced overdue accounts by implementing strategic collection techniques and maintaining consistent communication with clients.
  • Assisted in developing new strategies to increase recovery rates on delinquent accounts without compromising client relationships or business reputation.
  • Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
  • Collaborated on collection and dispute resolution issues.
  • Identified and discussed with management opportunities for improvements to procedures and internal controls.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Entered client details and notes into system for interdepartmental access and review.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

Collections Agent

Pioneer Services/Pioneer Military Lending
03.2001 - 07.2018
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Counseled debtors on payment options and arranged installment agreements.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
  • Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Entered client details and notes into system for interdepartmental access and review.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

Miscellaneous/Personal Services

Labor Ready Temp Services
01.2000 - 04.2001
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Collections/Dialer Mgr.

GE Capital
07.1989 - 12.1999
  • Reduced call abandonment rates through effective list management and pacing adjustments.
  • Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
  • Ensured data security and integrity within the dialer environment by implementing robust controls and safeguards designed to protect sensitive customer information from unauthorized access.
  • Consistently met or exceeded monthly quota objectives through strategic use of the dialer system to maximize agent productivity levels while minimizing downtime between calls.
  • Served as the primary point of contact for vendor support, maintaining strong working relationships and ensuring timely resolution of any dialer system issues or concerns that arose during regular use.
  • Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
  • Troubleshot technical issues related to the automatic outbound calling process, quickly identifying root causes of problems and implementing effective solutions to minimize service disruptions for agents utilizing the system during peak hours of operation.
  • Trained new agents on dialer functions and best practices, enhancing team productivity levels.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Maintained accurate records of calls placed and received.
  • Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
  • Handled customer complaints using strong engagement, research and issue-resolution skills.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Established team priorities, maintained schedules and monitored performance.

Education

No Degree - Basics

Mountain View Community College
Dallas, TX
08-1984

Skills

  • Debt recovery
  • Credit analysis
  • Skip tracing
  • Portfolio management
  • Goal orientation
  • Payment arrangements
  • Patience and persistence
  • Client confidentiality
  • Organization skills
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Problem-solving abilities
  • Multitasking
  • Updating customer accounts
  • Reliability
  • Excellent communication
  • Critical thinking
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Debt settlement
  • Creative problem solving
  • Decision-making
  • Payment scheduling
  • Microsoft office
  • Professional ethics
  • Self motivation
  • Interpersonal skills
  • Conflict resolution
  • Accurate payment posting
  • Computer literacy
  • Goal setting
  • Problem identification
  • Professionalism
  • Pleasant telephone demeanor
  • Fair debt collections practices
  • Training and teaching
  • Payment processing
  • Continuous improvement
  • Customer retention
  • Managing delinquent accounts
  • Debt repayment negotiation
  • Telephone etiquette
  • Professional demeanor
  • Account management
  • Insurance company communication

Timeline

0collections/Account Mgr

OTR Leasing
08.2018 - 05.2025

Collections Agent

Pioneer Services/Pioneer Military Lending
03.2001 - 07.2018

Miscellaneous/Personal Services

Labor Ready Temp Services
01.2000 - 04.2001

Collections/Dialer Mgr.

GE Capital
07.1989 - 12.1999

No Degree - Basics

Mountain View Community College

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