Summary
Overview
Work History
Education
Skills
Timeline
Generic

Peter Kelly

Kingston,PA

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

11
11
years of professional experience

Work History

Late Stage Recovery Agent

Genpact LLC
01.2024 - Current
  • Optimized account prioritization by analyzing debtor profiles and developing targeted strategies for each case.
  • Developed customized payment plans tailored to individual debtor''s financial situations, leading to increased repayment rates.
  • Negotiated settlements between clients and debtors, achieving mutually beneficial outcomes for both parties involved.
  • Conducted thorough investigations to locate hard-to-find debtors using various research tools and databases.
  • Increased debt recovery rates by implementing efficient negotiation strategies and effective communication techniques.
  • Reviewed 40 accounts per day that were behind on payment to decide appropriate action.

Operations Manager /Customer Resolution Specialist

MRS BPO
06.2018 - 11.2023
  • Recovered in first year 125,000
  • Analyzed and reported on key performance metrics to senior management.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Promoted to Team Lead
  • Promoted to team manager
  • Excelled in tracking team stats using advanced skills with microsoft excel
  • Managed team of 20 agents online and in office
  • Used microsoft outlook, Microsoft teams and webcams to lead the team
  • Manager of the quarter for collection efforts and team quality score.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Senior Assistant Manager

Regal Cinemas Hamilton Commons
06.2015 - 06.2017
  • Promoted to senior manager directly under General manager
  • Led team of junior assistants, ensuring efficient task completion and professional development.
  • Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
  • Trained managers proper methods in control to reduce errors, I used Microsoft excel to track all inventory sales
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Made sure proper employees were hired as well as trained with new onsite day1 training
  • Accredited with employee files being kept with Regal Entertainment high standards for auditing
  • Achieved higher interest with employee of month by getting floor staff and managers to take part, I tracked employee accomplishments with a program designed to see staff improvement.

Associate Manager

Brandywine Towncenter
06.2013 - 06.2015
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Managed staff between 15 to 25 employees on a daily and night basis
  • Inventory manager: Reduced financial losses through proper product ordering and staff training
  • Remedied issues and conflicts among workers using negotiation and active listening.
  • Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
  • Oversaw training and onboarding process for all newly hired employees within the theatre.
  • Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
  • Used a tracker to identify performing employees.

Education

Bachelor's - Journalism, Print

Temple University
Philadelphia, PA
01.2007

Associate's - Communications

Community College of Philadelphia
Philadelphia, PA
01.2004

Skills

  • INTERVIEWING
  • Microsoft Office
  • Professional telephone etiquette
  • Debt Negotiation
  • Skip Tracing
  • FDCPA knowledge
  • DATABASES (Less than 5 year)
  • Database Maintenance
  • Credit Extension Negotiation
  • Terms Review and Enforcement
  • Codes reviewing

Timeline

Late Stage Recovery Agent

Genpact LLC
01.2024 - Current

Operations Manager /Customer Resolution Specialist

MRS BPO
06.2018 - 11.2023

Senior Assistant Manager

Regal Cinemas Hamilton Commons
06.2015 - 06.2017

Associate Manager

Brandywine Towncenter
06.2013 - 06.2015

Bachelor's - Journalism, Print

Temple University

Associate's - Communications

Community College of Philadelphia

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Peter Kelly