Shawn Wilcox
Covington,KY
Summary
Dynamic Supervisor with a proven track record at Convergys, excelling in training and mentoring teams to enhance performance. Skilled in operations management and analytical thinking, I improved customer satisfaction through effective problem-solving and strategic initiatives, achieving significant increases in retention rates. Committed to fostering a collaborative and motivated work environment.
Overview
18
18
years of professional experience
Work History
Supervisor
Convergys
02.2004 - 07.2016
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored team members, enhancing overall performance and efficiency.
- Monitored service quality, implementing corrective actions to improve customer satisfaction.
- Analyzed performance metrics, identifying trends to optimize workflow processes.
- Coordinated scheduling and resource allocation to meet operational demands effectively.
- Developed training materials to support employee onboarding and continuous learning initiatives.
- Led team meetings to communicate goals, share updates, and foster collaboration among staff.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Collaborated with management to develop strategic initiatives aimed at operational excellence.
- Resolved customer escalations effectively, enhancing satisfaction and retention rates.
- Conducted performance evaluations, providing constructive feedback for employee development.
Collections Agent
Citi Cards
Florence, KY
04.1998 - 04.2004
- Managed high-volume inbound and outbound collections calls to ensure timely payments.
- Negotiated payment arrangements with customers, enhancing customer satisfaction and retention.
- Implemented collection strategies that improved recovery rates while maintaining compliance with regulations.
- Trained new team members on best practices and company policies for collections processes.
- Collaborated with cross-functional teams to resolve escalated customer issues efficiently.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Associate of Science - Computer Electronics
Southwestern College
Chula Vista, CA02.1992
Skills
Training and mentoring
Goal oriented
Staff management
Customer service
Attention to detail
Employee motivation
Decision-making
Complex Problem-solving
Analytical thinking
Operations management
Timeline
Supervisor
Convergys
02.2004 - 07.2016
Collections Agent
Citi Cards
04.1998 - 04.2004
Associate of Science - Computer Electronics
Southwestern College