William Crandall

Manage teams of 5-35 employees in a competitive, fast paced call-center environment for debt collection and customer service on various federal contracts.

• Coach and develop employees from different backgrounds and levels of experience.
• Build and develop lasting relationships with employees based on trust and transparency.
• Verify regulatory compliance policies as well as state and federal laws are being followed.
• Audit and review employee activity and performance.
• Monitor employee adherence to HR policies and administer corrective action when necessary.
• Coordinate with various departments to manage and complete tasks.
• Find new and creative ways to streamline and automate processes.
• Conduct meetings and communicate with senior management to provide updates on procedures, compliance, performance and policy updates etc.
• Follow strict security procedures to protect client and customer data.
• Use Excel to create trackers and reports to monitor and audit team and individual performance and compliance.

• Counseled debtors on payment options and arranged installment agreements.
• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Used probing techniques to determine debtors' reasons for delinquency.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Researched, analyzed and settled disputes.
• Collected documents and made portfolios for collections accounts.
• Negotiated to collect balance in full.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
• Kept organized tracking documents detailing assignments, in-progress work and completed project milestones.
• Completed search engine optimization
• Sales meeting and lead generation

• Managed workflow scheduling, data entry and accuracy verification for large data projects.
• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
• Entered numerical data into databases with speed and accuracy using 10-key pad.
• Scanned documents and saved in database to keep records of essential organizational information.

• Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
• Dropped and hooked trailers and changed configuration of equipment.
• Loaded and unloaded products at customer locations using hand trucks, pallet jacks and forklifts.

• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Compared vendor prices and negotiated for optimal savings.

Worked from home providing telemarketing to generate sales meetings for companies to promote their products to other companies.

• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
• Managed sales cycle from first contact to established customer sale and maintained solid customer base.
• Presented key decision-makers with new and updated account strategies.

• Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
• Greeted customers, helped locate merchandise and suggested suitable options.

• Created identical dishes numerous times daily with consistent care, attention to detail and quality.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.