Roy Searles Jr
Fredericksburg,VA
Summary
Accomplished professional with 8 years of personal finance experience and over 15 years of customer service experience. Experience in 3rd party collections management positions as well as 1st party mortgage collections. Proficient in Microsoft office products such as word, excel, outlook. Experienced in both a call center environment and a retail office setting. Experienced in DocuSign as well company owned loan/ collection/ solicitation software exclusive to respective companies.
Overview
32
32
years of professional experience
Work History
Parking Attendant
Kings Dominion Amusement Park
03.2025 - Current
- Monitored parking lot capacity and implemented measures to prevent overcrowding.
- Maintained a safe and secure parking environment by conducting regular patrols and reporting any suspicious activity.
- Used hand signals or flashlights to direct motorists to parking areas or parking spaces.
- Assisted with parking lot security to deter theft and other criminal activities in parking lots.
- Enhanced customer satisfaction by providing friendly and efficient service at the parking booth.
- Collaborated with security personnel to address safety issues and maintain a secure environment for customers.
- Managed daily cash handling responsibilities, accurately balancing revenue and reporting discrepancies to management.
Delivery Driver
Roadie
01.2024 - Current
- Completed on-time deliveries by choosing best and most efficient routes.
- Fostered positive working relationships with regular customers.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Verified accuracy of all deliveries against order forms.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Delivery Driver
Uber Eats
01.2022 - Current
- Delivered packages to customer doorsteps and business offices.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Delivery Driver
GrubHub
01.2022 - Current
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
- Collaborated with restaurant staff to confirm order accuracy before delivery.
- Collaborated with restaurant staff or other food establishments to confirm orders and coordinate delivery times.
Scare Actor
Kings Dominion Amusement Park
08.2024 - 11.2024
- Contributed to marketing initiatives by participating in promotional photo shoots and videos showcasing the attraction''s highlights.
- Teamed on clean up of set and location at end of performance to prepare for next performance.
- Demonstrates fine timing on actions and verbalizations to achieve maximum effect in concert with set and other actors.
- Collaborated with fellow actors to create immersive scenes, resulting in consistently positive audience feedback.
- Researched character types and delivered appropriate voice, gesture and physical presentation.
- Improvised character presentation and conversations with guests to provide immersive experience.
- Adapted to various acting scenarios by mastering diverse roles, enhancing versatility as an actor.
- Promoted safety for both actors and guests by adhering to all guidelines and protocols during performances.
- Maintained high energy levels throughout long shifts, ensuring consistency in scare intensity from start to finish.
Assistant Manager
Regional Finance
10.2021 - 06.2024
- Provide exceptional service to all customers.
- Process credit loan applications and use product knowledge to present loan solutions to current and potential customers.
- Maintain office cash with accuracy and proper security.
- Grow account volume through good judgment and effective customer solicitations in the branch and by telephone.
- Minimize delinquent debt through calling customers and collecting on past-due accounts.
- Receive, track, and post all payments and fees to customer accounts in compliance with Company Policy.
- Transport money and deposits to and from the bank.
- Other duties as assigned by leadership.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Maintained a high level of industry knowledge through continuous professional development courses and certifications.
- Increased sales of financial products through effective relationship management and targeted marketing efforts.
- Educated clients on various investment options, empowering them to make informed decisions about their financial future.
- Implemented efficient processes for monitoring account activities, ensuring accuracy while reducing time spent on administrative tasks.
- Cultivated strong relationships with clients, resulting in an expanded referral network and new business opportunities.
- Assisted in the development of training materials for new Personal Finance Representatives, improving overall team productivity and performance.
- Provided exceptional customer service by promptly addressing questions or concerns related to accounts or transactions.
Assistant Manager
One Main Financial
02.2016 - 09.2021
- Deliver results related to individual and branch sales goals as well as customer expectations.
- Develop a new relationship – and maintain existing relationships – working with customers throughout the loan process and loan life cycle.
- Present financial solutions, based on customer needs, that meet their goals.
- Present customers with optional insurance products.
- Educate customers on the terms and conditions of their loan to ensure a clear understanding.
- Partner with local businesses to seek out and develop new customers.
- Learn how to utilize credit underwriting techniques and sales tools.
- Manage the life cycle of the loan, including collections activities, complying with all laws and regulations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased sales through effective merchandising strategies and targeted promotions.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Mortgage Servicing Specialist
Green Tree Services
01.2014 - 03.2016
- Primarily responsible for Collection calls and/or correspondence in a fast-paced goal-oriented collections department.
- This position provides customer service regarding collection issues, reviews account for correct resolution, and is accountable for reducing delinquency for assigned accounts.
- Each team member is responsible for their set of daily tasks, but all work together to ensure the day’s work is completed.
- They celebrate successes and find solutions together.
- They are a very close-knit group that is all rowing in the same direction to deliver solutions and options to our clients.
- Both inbound and outbound call responsibilities each day on your defined customer list.
- Develop own strategy around effective calling campaigns and resolutions.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Played a critical role in reducing company exposure to financial risk by meticulously reviewing loan documentation for any potential inconsistencies or signs of fraud.
- Optimized borrower retention rates through effective negotiation of alternative payment arrangements for struggling homeowners.
- Spearheaded quality control initiatives for loan documentation, ensuring strict adherence to regulatory guidelines and industry standards.
- Assisted in the development and implementation of new training programs for incoming Mortgage Servicing Specialists, fostering a culture of continuous learning and improvement.
- Collaborated with cross-functional teams to expedite the foreclosure process, minimizing losses while adhering to state-specific requirements.
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Contributed to loss mitigation efforts by diligently monitoring payment activity, tracking delinquent accounts, and initiating appropriate follow-up actions when necessary.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Coordinated closely with attorneys to ensure seamless execution of foreclosure proceedings in compliance with applicable laws and regulations.
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
- Expedited loan modifications by conducting prompt evaluations of borrower eligibility based on financial documentation provided by the applicant or obtained from third-party sources.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Collection Manager
West Asset Management
02.2003 - 02.2013
- Promoted after one year as a Collection Team Lead.
- Effectively managed a staff of collectors and Collector Team Leads to successfully meet the business goals.
- Provided ongoing training to stay within Federal and State Guidelines to minimize complaints while continuing to pursue accounts.
- Achieved and exceeded the target of 2 million monthly and consistently.
- Reviewed month-end reports for accuracy for upper management to make staffing decisions.
- Scheduled and conducted meetings with staff to communicate corporate expectations of collections per month.
- Prepared and conducted monthly and annual employee reviews according to corporate policy.
- Motivated staff by developing programs and monthly contests to exceed corporate gross dollar goals of over 2 million per month.
- Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
- Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
- Increased recovery rate by consistently meeting and exceeding targets set by management.
- Actively participated in industry conferences and workshops to stay current on best practices in debt collection management techniques.
- Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.
- Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
- Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
- Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
- Enhanced collection efficiency by implementing effective strategies and streamlining processes.
- Collaborated with sales teams to develop comprehensive credit policies for new clients.
- Served as a trusted advisor to executive leadership on matters related to collections and account management, providing valuable insights and guidance.
- Facilitated cross-functional initiatives aimed at improving internal communication between collections, sales, and finance departments.
- Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
- Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
- Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
- Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.
- Improved customer relationships through effective negotiation and conflict resolution techniques.
- Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
- Worked closely with legal counsel to pursue necessary actions against non-compliant debtors, ensuring company interests were protected at all times.
- Collaborated with a team of collectors to achieve monthly targets, sharing best practices and learning from others'' experiences.
- Reduced delinquency rates by implementing effective communication strategies and payment plans tailored to individual borrowers.
- Supported the onboarding process for new collectors by sharing expertise in industry best practices and offering mentorship to enhance team performance.
- Enhanced client satisfaction levels by offering guidance on loan rehabilitation programs and alternative repayment solutions tailored to individual needs.
- Streamlined the collection process for increased efficiency with thorough documentation of all interactions and negotiations.
- Developed customized payment arrangements based on borrowers'' financial situations, increasing the likelihood of successful repayments.
- Boosted overall collections department performance with consistent achievement of personal monthly goals for recovered funds.
- Maximized recoveries by diligently monitoring defaulted student loans and initiating timely follow-ups with borrowers.
- Assisted borrowers in understanding their financial obligations, explaining complex loan terms, interest rates, and repayment schedules.
- Escalated accounts appropriately when necessary to secure legal action or involve additional resources in collecting unpaid debts.
- Utilized advanced software tools to effectively manage large portfolios of student loans in various stages of delinquency or default status.
- Enhanced borrower relationships through empathetic listening and providing relevant information on available repayment options.
- Exceeded performance metrics consistently by adhering to established protocols while applying creative problem-solving techniques during negotiations.
- Enhanced taxpayer experience with timely and professional customer service, addressing inquiries and resolving disputes.
- Managed a team of junior collectors, providing guidance on best practices for efficient collections operations while maintaining strict confidentiality standards.
- Established strong working relationships with other government agencies for improved information sharing and collaboration on complex cases.
- Collaborated with legal team to enforce tax liens, resulting in the recovery of unpaid taxes.
- Coordinated with the IT department to develop and implement new technology tools that improved tax collection processes.
- Analyzed data for trends in noncompliance, which informed targeted enforcement efforts and yielded higher rates of collections success.
- Prepared detailed reports on tax collection activities to inform management decision-making processes.
- Optimized workflows by regularly evaluating department processes and making recommendations for improvement where necessary.
Retail Store Manager
Rentway
02.1999 - 02.2003
- Ensuring customer satisfaction.
- Strong Leadership Skills.
- Achieving daily/monthly sales goals.
- Completing and reviewing all sales orders.
- Strong verbal communication skills.
- Ability to motivate/ train a sales team.
- Maintained sales, collections and profitability numbers.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed and maintained relationships with customers and suppliers through account development.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Managed store organization, maintenance, and purchasing functions.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
Restaurant Manager
Dominos's Pizza
01.1994 - 01.1999
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Carefully interviewed, selected, trained, and supervised staff.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Increased sales during off-peak hours by creating and promoting special offers.
- Monitored daily operations to ensure seamless service delivery, addressing any issues promptly.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Motivated staff to perform at peak efficiency and quality.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Oversaw food preparation and monitored safety protocols.
Education
High School Diploma -
CHANCELLOR HIGH SCHOOL
Fredericksburg, VA06-1996
Skills
- Safe driving
- Quick decision making
- Client service
- Patience and tolerance
- Reliable and punctual
- Team player attitude
- Money handling
- Accurate record keeping
- Cash handling expertise
- Oral communication
- Guest relations
- Professional appearance
- Payment collection
Timeline
Parking Attendant
Kings Dominion Amusement Park
03.2025 - Current
Scare Actor
Kings Dominion Amusement Park
08.2024 - 11.2024
Delivery Driver
Roadie
01.2024 - Current
Delivery Driver
Uber Eats
01.2022 - Current
Delivery Driver
GrubHub
01.2022 - Current
Assistant Manager
Regional Finance
10.2021 - 06.2024
Assistant Manager
One Main Financial
02.2016 - 09.2021
Mortgage Servicing Specialist
Green Tree Services
01.2014 - 03.2016
Collection Manager
West Asset Management
02.2003 - 02.2013
Retail Store Manager
Rentway
02.1999 - 02.2003
Restaurant Manager
Dominos's Pizza
01.1994 - 01.1999
High School Diploma -
CHANCELLOR HIGH SCHOOL
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