TROY MERKMAN
Pensacola,FL
Summary
Seasoned Supervisor with 10 + years of unmatched customer service and successful strategic development. Develop strong working relationships with teams to boost performance and meet objectives. Recognized for exceptional motivational and team building skills.
Overview
6
6
years of professional experience
Work History
Assistant Supervisor
Navy Federal Credit Union
Pensacola, FL
04.2021 - Current
- Assist in the analysis, testing, and implementation of new automated system
- Conduct training and development sessions for all aspect of consumer and credit card products
- Conduct weekly audits, provide feedback, and coaching
- Maintain employee statistics form monthly / annual performance evaluations
- Analyze quality of work, methods, procedures, processes, productions and statistics standards to determine areas of improvement
- Review and enforce guidelines of Quality Assurance
- New hire onboarding process
- Coordinated daily activities and supervised staff to ensure efficiency.
Delinquency Control Counselor IV Late Stage
Navy Federal Credit Union-Heritage Oaks
Pensacola, FL
10.2018 - Current
- Used probing techniques to determine debtors' reasons for delinquency
- Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of negotiating and problem-solving skills
- Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation
- Consistently met or exceeded monthly goals of $175,000.00 and overall dollar collected of 100% - 140%.
- Participated in team meetings to discuss client progress and plan next steps.
Operations Team Manager
Alorica
Pensacola, FL
10.2017 - 03.2018
- Monitored daily and weekly key performance indicators to maintain on-track status
- Created and implemented strategies for improving operational efficiency and accuracy
- Motivated and trained employees to maximize team productivity
- Assisted in recruiting, hiring, and training of team members
- Managed 40 departmental representatives to provide optimal productivity for multi-building campus
- Monitored daily operations to ensure compliance with company policies and procedures.
- Conducted regular staff meetings to discuss progress and challenges faced by the team.
Education
Bachelor of Science - Business Management
Southern New Hampshire University
09-2022
High School Diploma -
Pensacola High School
05.1994
Skills
- New hire training
- Team Leadership
- Team Building
- Training and mentoring
- Process Improvements
- Employee Relations
- Task Delegation
- Issue Resolution
- Employee Performance Management
Timeline
Assistant Supervisor
Navy Federal Credit Union
04.2021 - Current
Delinquency Control Counselor IV Late Stage
Navy Federal Credit Union-Heritage Oaks
10.2018 - Current
Operations Team Manager
Alorica
10.2017 - 03.2018
Bachelor of Science - Business Management
Southern New Hampshire University
High School Diploma -
Pensacola High School
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