Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies
Timeline
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William Smith

William Smith

Indianapolis,IN

Summary

Passionate Customer Care / Strategic Multi-Tasker / Process Creator / Detail-Orientated / Driven for Excellence in Service


Experienced leader with strong background in working autonomously, managing complex projects, and methodical decision-making to meet company objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

25
25
years of professional experience
1
1
Certification

Work History

MARKET SALES ASSOCIATE

Allstate Insurance
06.2024 - 09.2024
  • Generated a Natural Market List of potential clients to contact.
  • Made cold and warm calls to educate consumers on the benefits of Allstate Insurance to ensure they were amply protected with the proper coverage for their individual needs.
  • Attended community events and establish a network to build up an interested client list.
  • Always provided the best customer experience possible through building relationships with clients and their families.

Senior Recovery Specialist /Regional Risk Manager

NextGear Capital
09.2014 - 03.2024
  • Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
  • Set multiple company records for consistency in production and for rate of recovery.
  • Managed a high volume of accounts while maintaining a professional demeanor and attention to detail.
  • Optimized workflow processes for increased efficiency, enabling the team to handle more cases effectively.
  • Supported management in identifying opportunities for process improvement within the department''s operations.
  • Maintained detailed documentation on all case activities, ensuring compliance with industry regulations and company policies.
  • Assisted in the development of new policies, procedures, and was integral in the production of NextGear's collection software to streamline the recovery process and minimize losses.
  • Provided training and mentorship to new Recovery Specialists, fostering an environment of teamwork and success both as a peer and as a manager.
  • Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
  • Established rapport with customers by displaying empathy and understanding, ultimately increasing the success of payment resolution.
  • Demonstrated expertise in various collections tools, software applications, and reporting systems for maximum productivity.

COLLECTIONS FLOOR MANAGER

DECA Financial Services
07.2012 - 08.2014
  • Managed team 30 employees to maintain smooth-running operations of collections floor.
  • Coached employees and trained on methods for handling various aspects of customer interactions, complicated issues, and difficult situations.
  • Spearheaded the development and implementation of collection strategies to maximize revenue recovery.
  • Consistently a top performer in Collections and overseeing a team dynamic
  • Managed a team of collections agents that successfully met and broke company record of 65%+ collection rate
  • Produced a 25% increase in average payment amount recovered through employee training.
  • Designed DECA training manual, process for loading and maintenance of these accounts, and compliant submission to the US Department of Education for Administrative Wage Garnishment.
  • Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
  • Assisted customers in locating desired products quickly and provided knowledgeable advice on selections when needed.
  • Led by example, demonstrating strong work ethic and commitment to excellence.
  • Ensured customer satisfaction by swiftly resolving complaints and inquiries.

Education

No Degree -

Ashford University
San Diego, CA

Skills

  • Attention to Detail
  • Relationship Building
  • Excellent Written and Verbal Communication
  • Decision-Making
  • Complex Problem-Solving
  • Negotiation Tactics

Certification

Indiana Licensed Property & Casualty Insurance Agent

Accomplishments

  • Corporate Member of Plane Pull in 2015 and 2019 to raise awareness and funding for the Special Olympics.
  • Completed Karrass Negotiation Training Course.
  • Licensed Property and Casualty Insurance Agent (Indiana)
  • Collaborated with team of 12 IT Professionals, due to my top performance of default recovery, in the development of NGEN (NextGear Capital's collection software platform).
  • Achieved second overall placement among 10 other contractors for the 2009 Department of Education Contract by building a tracking system/work process for all Administrative Wage Garnishment reporting, analytics, and submission from the ground up.

Hobbies

I enjoy reading and learning about Psychology, Body Language, NLP (Neurolinguistic Programming), as well as Negotiation tactics in my spare time. The interaction of human communication fascinates me. As an avid musician, artist, writer, and creative thinker, I've found this helps me to look at processes and situations from different angles in hopes to provide unconventional solutions that might not have been considered. I also enjoy learning how to build things by observing and then replicating to keep my mind nimble. 

Timeline

MARKET SALES ASSOCIATE

Allstate Insurance
06.2024 - 09.2024

Senior Recovery Specialist /Regional Risk Manager

NextGear Capital
09.2014 - 03.2024

COLLECTIONS FLOOR MANAGER

DECA Financial Services
07.2012 - 08.2014

No Degree -

Ashford University

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William Smith