Paul Collins
Loss Mitigation Specialist
Chandler,AZ
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market. Consistently recognized for sales performance and excellence in customer service. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
1
1
Certification
4
4
years of post-secondary education
13
13
years of professional experience
Work History
Loss Mitigation Specialist
Shellpoint Mortgage Servicing
Tempe, AZ
11.2020 - Current
- Contact delinquent borrowers verbally and in writing to collect loans according to standardized procedures.
- Assist in making loan rate and collection decisions.
- Discussed property liquidation options with customers.
- Remained updated with latest information related to mortgage products and services being offered.
- Created profitable and efficient solutions.
- Provided reinstatement and payoff quotes to clients.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Helped customers navigate options to maintain homeownership.
- Explained very technical financial information to applicants in easy to understand language.
Customer Retention Specialist
SYMANTEC
Tempe, AZ
01.2017 - 08.2020
- Process orders, up-sale or right size to full fill needs of existing customers that are at risk of cancelling services or orders.
- Address complaints with the goal of increasing customer satisfaction and securing renewals or purchases.
- Adhered to appropriate legal scripting when required.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Described and explained details about [Product or Service] options to inform customers and guide purchasing decisions.
Customer Relations Specialist
DRIVETIME
Mesa, AZ
01.2017 - 10.2017
- Handle escalated customers due to product issues, and malfunctions.
- Active listen while gathering information to determine if repairs fall under company warranty guidelines.
- Approve/decline repairs based on company guidelines and professional judgement.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
General Manager
FLANCERS’S
Mesa, AZ
01.2013 - 10.2017
- Recruit, Hire, train, promote and supervise.
- Schedule and direct staff in daily work assignments to maximize productivity.
- Manage purchasing and inventory control to ensure sufficient levels of high-quality product.
- Handle all payroll.
- Monitor compliance with safety, sanitation, and food preparation standards.
- Maintain exceptional customer service.
- Issue corrective actions.
- Provide coaching and continuously motivate staff.
- Held weekly meetings with staff to identify techniques to overcome sales obstacles.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
Centralized Sales Representative
BANK OF AMERICA
Chandler, AZ
09.2009 - 01.2013
- Answering questions regarding store and products, while maintaining knowledge of current sales and store promotions.
- Provided an elevated customer experience to generate a loyal clientele.
- Helped drive sales goals and achieve monthly quota.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Utilized professional sales techniques to persuasively communicate with clients.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
Education
High school Diploma -
Basha High School
01.2004 - 01.2008
Skills
Customer satisfactionCustomer servicePayrollPurchasingQuality
Customer service
Teamwork
Troubleshooting
MS Office
Conflict resolution
Teambuilding
Sales training
Upselling
Lead prospecting
Retention strategies
Revenue Generation
Strategic Planning
Customer Relations
Sales expertise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Fingerprint Clearance Card
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Loss Mitigation Specialist
Shellpoint Mortgage Servicing
11.2020 - Current
Customer Retention Specialist
SYMANTEC
01.2017 - 08.2020
Customer Relations Specialist
DRIVETIME
01.2017 - 10.2017
General Manager
FLANCERS’S
01.2013 - 10.2017
Centralized Sales Representative
BANK OF AMERICA
09.2009 - 01.2013
High school Diploma -
Basha High School
01.2004 - 01.2008