Tony Smith

Supervised day-to-day operations to meet performance, quality and service expectations

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Managed team while also keeping up with various Skip Tracing Tasks such as Returned Demands, Returned Summonses and sending and documenting Post Office Letters.
• Worked with Client Services to help meet deadlines and goals ahead of client visits and audits.
• Completed Emails from other Managers and staff on various Skip Tracing activities.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Charged with staffing, performance management and reviews, coaching and mentoring.
• Conducted scheduled and impromptu evaluations to assess work performance.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• 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.
• Interviewed, hired and trained new employees for Collector/Skip Tracing positions.
• Managed over 50 customer calls per day while also managing over 25 calls per employee per day.

• Used scripted conversation prompts to convey current account information and obtain payments.
• Persistently reached out to customers with extremely past due accounts to recover lost revenue.
• Negotiated with accountholders to devise repayment plans and minimize collections receivables.
• Maintained high volume of calls to meet demands of busy group.
• Contacted customers to discuss payment schedules and set up or immediately process payments.

• Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.
• Supported efficient and timely replenishment of sales floor merchandise.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.