MICHAEL ORR
Senior Account Manager
Bloomington,IN
Summary
Seasoned Collections Specialist bringing nineteen years of success in sales and collections positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Well established reputation for integrity, commitment and trust in all business relationships.
Overview
21
21
years of professional experience
Work History
Collector
Byrider
Carmel, IN
10.2007 - Current
- Work with the Customer Advancement Team to initiate relationships with new customers
- Welcome new customers to ensure they stay current with their payments and have a good experience with the company
- Develop long-lasting client relationships by providing exceptional customer service and support.
- Assist customers with making payments and managing their accounts
- Problem-solve with customers to assist them with getting their accounts current
- Skip trace to locate delinquent customer's vehicles
- Work with repossession managers to locate vehicles
- Collaborate with team members to problem-solve difficult accounts
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
Mid-Range and Due Diligence Collector
HSBC
08.2005 - 10.2007
- Managed a group of 150 customers per month, as well as working the team accounts on a dialer 3 hours a day
- Tracked down and contacted customers who were 3-4 months delinquent
- Utilized various tools such as skip tracing or social media to research and locate the customers
- Problem-solved with customers to get their accounts current
- Provided options such as loan restructuring and rate modifications to bring customer accounts current or lower their payment or interest rates
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
Sales Representative
HSBC
08.2005 - 10.2007
- Responsible for working on a dialer and taking customer calls to address their Personal Loans and Mortgage Refinancing needs
- Consistently noted as a top performer and in March 2006, set a record for securing $1.6 million in loans.
Sales Representative
Cingular Wireless, AT&T
Westfield, IN
02.2003 - 07.2005
- Focused on servicing the wireless needs of the customers that entered our retail location
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Top 25 Sales Person in a three-state Region in 2005
Education
High School Diploma -
Fordson High School
Dearborn, MISkills
Delinquent account management
Skip Tracing
Collections processing
Issue investigation
Customer research
Collections
Conflict resolution techniques
Relationship Building
Timeline
Collector
Byrider
10.2007 - Current
Mid-Range and Due Diligence Collector
HSBC
08.2005 - 10.2007
Sales Representative
HSBC
08.2005 - 10.2007
Sales Representative
Cingular Wireless, AT&T
02.2003 - 07.2005
High School Diploma -
Fordson High School