Roger Newton
Tipton,IN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Collection Associate
Sallie Mae
01.2023 - Current
- Review calls and advise collection representatives on how to best solve the customers payment issues.
- Monitor agents statistics and advise agents on best practices to hit individual stat goals.
- Monitor online chat and provide assistance when needed.
Create reports and analyze data to create more efficient ways to resolve accounts. - Stay current on industry trends and best practices in collections, implementing new strategies or technologies as needed to improve efficiency and results.
Collection Representative
Sallie Mae
02.2022 - 01.2023
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
Litigation Manager
Costal Credit
01.2015 - 05.2020
- Counseled clients on potential outcomes of legal matters.
- Negotiated settlements with opposing counsel.
- Prepared and filed pleadings, motions and other legal documents in court proceedings.
- Developed strategies for court proceedings and negotiations.
- Reviewed and analyzed pertinent state and federal laws and legal precedents.
- Skip traced for address's to serve court papers
- Skip traced for place of employment to file garnishments
- Froze bank accounts
- Handled para legal responsibilities for 27 states
- Implemented dialer campaigns for recovery department
- Processed involuntary allotments through DFAS
- corresponded with 30 different attorneys
Store Manger
Goodwill Industries Of Central Indiana
10.2013 - 01.2015
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Completed point of sale opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed inventory control, cash control, and store opening and closing procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Assisted with hiring, training and mentoring new staff members.
- Handled our online sales increasing them by 1200%
- Went from 45th out of 47 stores in sales in 2013 to 1rst in sales in 2014
Skip Trace Manger
ITT TECH
11.2007 - 07.2013
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed procedures for skip tracing
- Worked with a contractor developing a database system for all four systems that ITT Tech used to import all phone numbers to one system.
- Developed email campaigns sent to delinquent borrowers
- Exceptional organizational and time management skills, with the ability to prioritize and handle multiple tasks simultaneously
- Proficiency in using collections and skiptracing software and systems
Recovery Manger
Premeir Credit
02.2006 - 11.2007
- Set up skip trace procedures for the Department of Education's defaulted student loans.
- Processed Loan rehabilitations
- Negotiated all settlements of 50 thousand dollars and above
- Recommended accounts for legal action
- Hired and trained new employees
Education
No Degree - Computer Programming
Ivy Tech
KokomoHigh School Diploma -
Taylor High School
Kokomo, IN05.1994
Skills
- Effective Communication
- Problem-Solving
- Documentation And Reporting
- Negotiation and Conflict Resolution
- Computer Skills
- Administration and Reporting
- Idea Development and Brainstorming
- Strategic Planning
- Work Planning and Prioritization
- MS EXCEL
- Team Leadership
- Organizational Skills
Timeline
Collection Associate
Sallie Mae
01.2023 - Current
Collection Representative
Sallie Mae
02.2022 - 01.2023
Litigation Manager
Costal Credit
01.2015 - 05.2020
Store Manger
Goodwill Industries Of Central Indiana
10.2013 - 01.2015
Skip Trace Manger
ITT TECH
11.2007 - 07.2013
Recovery Manger
Premeir Credit
02.2006 - 11.2007
No Degree - Computer Programming
Ivy Tech
High School Diploma -
Taylor High School
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