Thomas Scott
Rock Hill,SC
Summary
Proven leader and strategic planner, adept in team leadership and complex problem-solving, significantly enhanced customer satisfaction and operational efficiency at QC Ally. Pioneered innovative programs and drove business development, achieving over 1 million dollars in revenue recovery at Williams And Fudge Inc. Specializes in risk mitigation and training development, with a keen focus on results. Exceptional motivational speaker with extensive training background focused on development and implementation of operations based processes designed to drive employee retention.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Servicing Manager
QC Ally
01.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Developed and implemented training program.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Responsible for overseeing compliance and regulatory oversight, adherence to CFPB regulations, fair lending and anti discrimination policies, investor and GSE reporting requirements.
- Risk management mitigation
Sr. Collection Specialist
Williams And Fudge Inc.
10.2016 - 01.2021
- Pioneered "Fast Track" program developed for high quality candidates.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
- Collected over 1 million dollars in fees.
- Managed a portfolio of up to 825 consumers.
- Implemented and designed testing for a digital signature program to streamline application process.
Education
Associate of Arts - Biblical Studies
Foothills Theological School
Rock Hill, SC05.2021
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Business Development
- Decision-Making
- Problem Resolution
- Risk Mitigation
- Training and Development
Certification
MBA Certificates
Timeline
Sr. Servicing Manager
QC Ally
01.2021 - Current
Sr. Collection Specialist
Williams And Fudge Inc.
10.2016 - 01.2021
Associate of Arts - Biblical Studies
Foothills Theological School
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