Director/Manager of Credit - Collections - Customer Service Resume

Desired Industry: Collections	SpiderID: 17860
Desired Job Location: Frisco, Texas	Date Posted: 12/20/2007
Type of Position: Full-Time Permanent	Availability Date: 12/26/2007
Desired Wage:
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained:	Willing to Relocate: No

Objective:
To obtain position as a Director or Manager in Credit, Collections, Customer Service or a similiar opportunity.

Experience:
Areas of Expertise
•Management •Credit •Collections •Customer Service •Call Center Operation •Employee Development
•Leadership •Recruiting/Hiring
•Coaching/Training •Policies & Procedures Implementation •Workforce Management

Education:
Jones High School
1988-1993
General Studies

Rose State College
1993-1995
*Coursework towards Sociology Associates Degree

University of Phoenix
2002-2003
*Coursework towards Business Management Degree

Ashford University
*Coursework towards BA (Online) Organizational Management/Accounting
2007 - Current

Skills:
Hands on, Goal Driven, Self-Motivated and Detail Oriented Leader, with a Positive Attitude. Energetic, competitive achiever who can inspire and motivate team members, successfully manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing environment. Possess clear vision for success with aptitude to establish goals and ensure desired results achieved.

Additional Information:
Conns Corporation (Dallas,TX)
May 2006 to October 2007
Senior Credit / Collections Manager
Reason for Leaving: Call Center Closed and Relocated due to Business Needs
Managed a portfolio with a net worth of over $37 Million and outstanding accounts up to 70,000 (1-29 days delinquent).
Directed and managed all operational functions of call center, including workflow, dialer strategies, and staffing levels to minimize financial losses to the company and ensure efficient utilization of staff.
Provided motivation, guidance and leadership to staff consisting of 4 direct report Supervisors, 3 Team Leads, and indirect reports of 50 Collection Counselors.
Developed, implemented and analyzed collection strategies designed to reduce roll rates.
Authorized repayment arrangements, refunds, and settlements.
Developed, implemented and maintained policies and procedures to ensure company and FDCPA compliance.
Identified and executed functional strategies to improve effectiveness, efficiency, productivity, and profitability while providing exceptional customer and employee satisfaction and ensuring collection results are delivered.
Managed recruiting, interviewing, hiring and training schedules and as well performed other human resources related functions such as employee suspensions, new-hire paperwork and administering disciplinary actions up to request for terminations.
**Accomplishments: Selected to start up and oversee the day to day operations of the Dallas Call Center. I improved the overall collection process by implementing training procedures to improve employee performance by 35%. Increased the departments overall PTP% and RPC’s by 10%. Implemented monthly employee recognition programs and contests to increase employee morale.

G.C. Services (Oklahoma City, OK)
2004 to 2006
Collections Manager
Reason for Leaving: Relocated to Texas
Managed, motivated, trained and provided leadership guidance to staff consisting of 3 Direct Report Unit Managers, Management Trainees (MT’s) and Collections Representatives up to 35 persons.
Managed a portfolio of accounts indebted to various telecom companies in charge-off status.
Created and analyzed predictive dialer reporting to ensure most effective calling strategies and efficient utilization of staff.
Monitor calls to ensure professionalism as well to ensure personnel are compliant with client work standards and FDCPA.
Handled billing inquiries, balance disputes, bankruptcies, and daily correspondence.
Provided daily feedback and couching to employees on productivity, performance, and attendance concerns through documentation of monthly planning guides, side by sides and file reviews.
Prepared reports on department performance for executive management and clients.
Performed human resources related functions including, interviewing, reviewing resumes, hiring, suspensions, firing, updating payroll and administering disciplinary actions up to termination.
**Accomplishments: Received Manager of the Year Award. Department goals consistently ranked #1 with one of our top clients. Improved client satisfaction scores by 25%. Recognized monthly at department meetings for team consistently obtaining client goals.

Check N’ Go of Oklahoma (Oklahoma City, OK)
2003 to 2004
District Director of Operations
Reason for Leaving – Too much traveling out of state for long periods of time
Managed the daily operations and profitability of 8 branch locations within Oklahoma
Managed and was responsible for District sales, collections and debt management, profit performance, site operations, customer service, and supervising location Managers.
Managed and was responsible for providing sales and operations training to location Managers, developing store action plans that quantify fee and bad debt performance for the purpose of enhancing store profits.
Established, attained and reported goals of targeted key indicators of store performance, e.g. new customer accounts, referrals, outside sales calls and inactive customer accounts.
Managed recruiting, interviewing, hiring and training schedules and as well completed other human resources related functions such as employee suspensions, new-hire paperwork and administering disciplinary actions up to request for terminations.
**Accomplishments: District consistently had the lowest percentage of bad debt ratio under 6%

West Corporation (Oklahoma City, OK)
2001 to 2003
Project Manager/Account Order Specialist
Reason for Leaving – Better Job Opportunity
Liaison for AT&T, working with assigned clients placing disconnect orders request for PVC’s and ports.
Responded to and resolve routine customer requests with designated product line(s).
Follow-up and track each customer order request in ordering systems until completion
Provided daily and weekly contact with customer(s) and/or AT&T Sales Representative through email or telephone contact to convey status on order request and completion

Oklahoma Dental Centers (Oklahoma City, OK)
2000 to 2001
Collections /Credit Manager
Reason for Leaving – Department was restructuring
Managed AR Report and directed credit, collections and training processes for seven (7) of our local facilities
Developed, recommended and implemented policies and procedures to evaluate the creditworthiness of existing customers. Revoke credit lines if account past due, until current.
Managed bad debt or goodwill write-offs.
Handled resolutions of billing disputes and sent out past due letters on delinquent accounts.
Posted collection payments received.
Reported delinquent accounts to credit reporting agencies.
Handled bankruptcy notices, reaffirmations and filed proof of claims.
**Accomplishments: Increased Monthly Collections Totals Over 50% within first 30-days of employment and consistently each month. Implemented Producing Collection Letters Electronically, instead Of Manually which increased production by 50%. Increased Collections of Returned Checks and decreased the amount of returned checks received.

Other Titles/Positions Held:
CAC Financial (Oklahoma City, OK) 1999 - 2000
Collections Supervisor
Reason for Leaving – Better job opportunity/Better Hours

Commercial Financial Services (Oklahoma City, OK) 1997 - 1999
Account Manager
Reason for Leaving – Company Closed – Filed bankruptcy

Reference:
Professional References Provided Upon Request

Candidate Contact Information:

Name: ChaQuita Anglin
Street: -	Phone: 469-454-2422
City: Frisco	Fax: -
State: Texas
Zip: 75034
Web Site: