TONI DRAKE

Managed day-to-day business operations.

• Consulted with customers to assess needs and propose optimal solutions.
• Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Created and monitored promotional approaches to increase sales and profit levels.
• Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
• Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
• Managed DJ/Karaoke services to many different clients to include venues as well as private events. I also was involved in the promotions, marketing, and photography.
• Maintained my band as the creator and lead singer for over a decade.
• Handled wedding and event demands for clients by way of food service and management of vendors.
• Mentored and trained staff on best practices in customer service and event management.
• Coordinated logistics for events, ensuring timely execution of deliverables within budget constraints.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
• Hired, trained and managed a high-performing team of employees dedicated to achieving company goals.
• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
• Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
• Managed daily operations, ensuring seamless execution of entertainment events and productions.
• Developed and implemented strategic marketing campaigns to enhance brand visibility and audience engagement.
• Oversaw financial planning, budgeting, and forecasting to drive sustainable growth.
• Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
• Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.

• Developed strategic partnerships to enhance business opportunities and drive growth initiatives.
• Identified which leads were interested in Flip or DSCR loan products and assessed preliminary qualifications by way of property value, rehab expenses, credit, assets, and experience.
• Assessed preliminary information to determine leads by way of property value, credit,
• Conducted market research to identify emerging trends and assess competitive landscape for informed decision-making.
• Collaborated with cross-functional teams to design and implement effective business development strategies.
• Managed client relationships, ensuring satisfaction and retention through personalized service and support.
• Analyzed sales data to identify areas for improvement and optimize outreach efforts, increasing lead conversion rates.
• Expanded client base by identifying and targeting new business opportunities through market research and analysis.
• Improved lead generation efforts by refining prospecting techniques, resulting in higher-quality leads for the sales team.
• Developed and executed strategic sales plans, resulting in increased revenue and profitability for the company.
• Expanded customer base by identifying needs, developing solutions and delivering client-centered products.
• Reviewed client concerns and recommended appropriate changes to supervisors.
• Engaged with customers to build business relationships.
• Kept detailed records of daily activities through online customer database Hubspot.
• Presented professional image consistent with company's brand values.
• Developed, maintained and utilized diverse client base.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Recorded accurate and efficient records in customer database Hubspot.
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads. Managed between 80 to 125 leads per day through Hubspot while identifying leads to push through sales pipeline.
• Maintained current knowledge of evolving changes in marketplace.
• Improved bottom-line profitability by growing customer base and capitalizing on upsell opportunities.

• 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.
• Reached out to approximately 80 account holders daily.
• Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
• Maintained an elite file for West Group and West Law involving attorneys who owed past due accounts as well as handled customer complaints and reassessment of any given dispute by way compliance with the FDCPA.
• Consistently exceeded client expectations as well heavily surpassing monthly quota and budget.
• Maintained heavy hitter by way of achieving collector of the month on a regular basis.
• Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
• Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
• Achieved performance goals on a consistent basis.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Counseled debtors on payment options and arranged installment agreements.
• Recorded all information regarding financial status of customers.
• Used skip tracing and other techniques to locate debtors.
• Researched accounts and completed due diligence to resolve collection problems.

• Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
• Processed payments and applied to customer balances.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Generated and mailed updated statements monthly and processed demand letters.
• Researched accounts and completed due diligence to resolve collection problems.
• Accessed credit records to evaluate customer credit histories.
• Set up and updated customer accounts and CRM with interactions, payments and personal information.
• Identified needs and provided training to clarify expectations of collections agents.
• Documented conversations with consumers and research into accounts.
• Acted as central point of contact for both employees and customers on routine credit and collection issues.
• Investigated and reviewed credit risks and collections.
• Worked with customers and collections representatives to monitor documentation, reduce customer dispute and collect invoices in timely fashion.
• Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
• Scheduled employees to provide full coverage of incoming and outgoing calls.
• Followed compliance of my collectors by way of monitoring calls and documentation of accounts. Made sure my collectors always followed the FDCPA.
• Responsible for the hiring, training, and termination of any collector within my unit which typically ran as a unit of at least 15 collectors.
• Led collections team to optimize debt recovery processes and enhance operational efficiency.
• Developed training programs for staff, improving team performance and customer engagement metrics.
• Implemented strategic initiatives that reduced outstanding accounts receivable by improving collection workflows.
• Monitored team performance using data analytics to identify improvement areas and drive results.