Guy Wallace
Atlanta,GA
Summary
Highly skilled Senior Service Specialist with a background in customer service, operations management, and process improvement. Demonstrated strengths include problem-solving, leadership, and effective communication skills. Have successfully improved operational efficiency and customer satisfaction, while resolving escalations. Committed to providing exceptional service while fostering positive relationships with clients and team members.
Overview
22
22
years of professional experience
Work History
Client Relationship Manager
Worldpay
Atlanta, GA
02.2014 - Current
- Identified new business opportunities through research and analysis of client needs.
- Maintained accurate records of client interactions and transactions.
- Provided timely responses to customer inquiries, requests, and complaints.
- Resolved complex issues between customers and internal teams in a timely manner.
- Analyzed data from surveys and other sources to determine customer satisfaction levels.
- Created detailed reports on customer relations activities and performance metrics.
Collection Supervisor
Worldpay
Atlanta, GA
02.2012 - 03.2015
- Implemented high-volume queue penetration collection process, leading the collection team to a record quarter, collecting 1.8 million, exceeding goals by over 400%.
- Devised an automated, multi-tiered email collection campaign which eliminated Worldpay's first-party collection agency, saving the company 27% in commission payout.
- Coordinated with Risk Analyst for MI reporting to create a high visibility collection dashboard, identifying outstanding debt through sectors, states, boarding agents, and individual collectors' daily activity.
- Implemented new upload, sales, credit reversal, and cash advance process that saved the company over 10 hours weekly in personnel costs.
Collection Analyst
CAN Capital
ATLANTA, GA
01.2012 - 02.2014
- Consecutively surpass cure goals, with over a 93% save rate, while being a dedicated team lead.
- Consistently ranked top collector within a team of 20 for delinquent debt recovery.
- Assisted team with training, coaching, and recommending proactive strategies, increasing team collection efforts by 20%.
- Promoted to penetrate high balance accounts, leading a team of six to reduce pre-write off delinquent debt, affecting 1.5 million, recorded as a record monthly goal.
Staff Accountant
Woodruff Art Center/ Atlanta Symphony Orchestra
Atlanta, GA
02.2006 - 12.2011
- Reduced the Symphony Store's fraud by 25% within six months by collaborating with an IT vendor to develop and implement POS software, a major organizational priority.
- Selected by senior management to participate on the accounting operational start-up team for Verizon Wireless Encore Park, a $300 million project.
Bursar
Woodruff Art Center/ Atlanta College of Art
Atlanta, GA
07.2002 - 04.2006
- Developed a proactive collection process, which reduced delinquent tuition accounts by 20% per quarter.
- Streamlined the student registration process and introduced an online pre-registration option, which reduced enrollment operations time by 40% and improved the administration's performance.
Education
Bachelor of Science - Business Administration And Management
Clark Atlanta University
Atlanta, GA05-2000
Skills
- Customer Service
- Business Process
- Time Management
- Reporting
- Senior Support Lead
Timeline
Client Relationship Manager
Worldpay
02.2014 - Current
Collection Supervisor
Worldpay
02.2012 - 03.2015
Collection Analyst
CAN Capital
01.2012 - 02.2014
Staff Accountant
Woodruff Art Center/ Atlanta Symphony Orchestra
02.2006 - 12.2011
Bursar
Woodruff Art Center/ Atlanta College of Art
07.2002 - 04.2006
Bachelor of Science - Business Administration And Management
Clark Atlanta University
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