Julius Foy
Dallas
Summary
Creative and engaging account manager bringing several years of dynamic and diverse management experience. Recognized for essential business acumen and focus through budgetary and deadline adherence, innovative sales techniques and concept solutions. Visionary leader dedicated to aligning organizational business goals with quality work to achieve consistent success.
Overview
14
14
years of professional experience
Work History
Account Manager/Collections Agent
Midpoint Auto Group
Carrollton
07.2021 - Current
- Resolved customer complaints in a timely manner.
- Renewed existing accounts by building relationships with clients.
- Managed multiple accounts simultaneously while meeting deadlines.
- Utilized problem-solving skills when dealing with difficult customers.
- Completed day-to-day duties accurately and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Identified needs of customers promptly and efficiently.
- Accepted and processed customer payments and applied toward account balances.
- Contacted insurance companies to check status of claim payments.
- Negotiated repayment arrangements with customers to ensure timely payments were made.
- Conducted skip tracing activities to locate customers who had not responded to collections efforts.
- Reviewed customer account information and updated records as needed.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Escalated unresolved cases or complex situations requiring special attention.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Performed skip tracing to locate individuals and vehicles.
- Negotiated payment arrangements with debtors when possible in an effort to avoid repossessions.
- Trained new employees on proper procedures for conducting repossessions.
Customer Service Representative
iQor
Richardson
09.2019 - 04.2021
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed positive relationships with customers through friendly interactions.
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Collections Account Manager
MEI Group
Arlington
08.2017 - 08.2019
- Accepted and processed customer payments and applied toward account balances.
- Negotiated repayment arrangements with customers to ensure timely payments were made.
- Reviewed customer account information and updated records as needed.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
- Ensured compliance with applicable laws related to debt collection practices.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Monitored overdue accounts using automated information systems.
- Negotiated credit extensions and waivers when necessary.
- Received payments and posted amounts to customer accounts.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Contacted customers with delinquent accounts to solicit payment.
- Escalated unresolved cases or complex situations requiring special attention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Service Representative
Union Bank
Arlington
03.2016 - 05.2017
- Answered phone calls regarding account balances, transfers or general inquiries.
- Performed special services for customers, ordering bank cards and checks.
- Performed administrative tasks such as filing documents and ordering supplies.
- Balanced cash drawer daily to ensure accuracy of funds.
- Trained employees on cash drawer operation.
- Delivered exceptional service to customers in person or over telephone.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Handled cash advances for customers upon request.
- Prepared official checks for customer and internal bank needs.
Technical Support Representative
Service Center Solutions
Arlington
09.2011 - 02.2016
- Assisted in the development and updating of technical documentation and support guides.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Updated customer information and account status in the database following each interaction.
- Used remote login tools to assist clients with technical and product questions.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Stayed abreast of latest software developments to enhance job knowledge.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Developed training materials and procedures or trained users in proper use of hardware or software.
Education
High school or equivalent -
Crockett High School
Skills
- Customer relationship management
- Account management
- Collections negotiation
- Payment processing
- Dispute resolution
- Skip tracing
- Microsoft Excel
- Data analysis
- Team collaboration
- Effective communication
- Problem solving
- Time management
- Conflict resolution
- Client relationship management
- Customer service
- Proficient in technology
- Account servicing skills
Timeline
Account Manager/Collections Agent
Midpoint Auto Group
07.2021 - Current
Customer Service Representative
iQor
09.2019 - 04.2021
Collections Account Manager
MEI Group
08.2017 - 08.2019
Customer Service Representative
Union Bank
03.2016 - 05.2017
Technical Support Representative
Service Center Solutions
09.2011 - 02.2016
High school or equivalent -
Crockett High School