Skilled professional successful at managing a high volume of collections and customer service calls in fast-paced, demanding environments. Excellent conflict resolution and interpersonal skills. Driven to maximize returns and exceed monthly quotas.
Overview
25
25
years of professional experience
Work History
Collections Manager
Southeast Toyota Finance
Earth City, MO
01.1999 - 04.2024
Established relationships with key contacts at major clients' organizations.
Resolved escalated disputes between customers and the company concerning collections matters.
Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
Developed procedures to ensure timely collection of payments from customers.
Evaluated external debt collection agencies for potential partnerships.
Created reports for management on past due accounts and delinquency rates.
Trained new staff members on proper collection techniques, policies, and procedures.
Monitored team performance metrics such as conversion rate, average time to collect payment.
Customer Service Manager
Southeast Toyota Finance
Earth City , MO
01.1999 - 04.2024
Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Conducted regular training sessions for staff on new products, services, and customer service techniques.
Delegated work to staff, setting priorities and goals.