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
Similar Profiles
Charles WillsCharles Wills
Assistant Branch Manager at Navy Federal Credit UnionAssistant Branch Manager at Navy Federal Credit Union
James JohnsonJames Johnson
Loan Verification Specialist at Navy Federal Credit UnionLoan Verification Specialist at Navy Federal Credit Union
Hannah AndersonHannah Anderson
Senior Security Receptionist at Navy Federal Credit UnionSenior Security Receptionist at Navy Federal Credit Union