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Summary

10 years experience managing and excelling in high level collections firm.

Specializing in development and training of employees at fast paced call center.

Vast knowledge of collection laws and procedures, experienced in all aspects from training, quality control, FDCPA, and the coaching and mentoring of multiple employees.

Consistently ranking in the top 20 of more than 100 collection teams for highly competitive company for more than 8 years.

Excelled in fast pace goal driven competitive environement.

Ability to provide professional and friendly customer service via phone and email.

 

Education

20092010

CMD management certification

Wichita State University

certified in management training courses for Wichita State 

19992001

Emergency Medical Technician certification

Cowley County Community College

State certified emergency care provider

1994-1998

High School Diploma

Mulvane High School

Work experience

Sept 06Dec 15

Operations Manager

Portfolio Recovery Associates

responsible for development and success of 15-16 direct employees, while achieving Monthly financial goals.  Maintaining high quality standards through auditing and ongoing employee training.  Set annual and monthly goals for employees, responsible for the achievement of those goals.  Conduct interviews and involvement in hiring of employees.  Assisted in growth and development of two new centers.  (Birmingham, Alabama and Dallas, Texas.) Conducted training seminars for fellow managers of other call centers.  Hold and lead team and company meetings.  Ensure YOY growth and high quality standards.  Customer service specialist, handle any problem that may arise, from customer relations standpoint.  Handle refunds and communication with vendors in regards to customer complaints.  Monitor and evaluate hundreds of calls monthly.  Hold individual training sessions in addition to advanced training of other teams.

August 04June 06

water/fire damage restoration specialist

Netco  Construction

responsible for emergency relief of property due to disaster including fire and water damage 

Handle claims involving loss of property due to floods and fires, dealt with insurance companies and the restoration of personal property.  Respond day or night working with families to restore normality and avoid loss of property.  CLean and restore damaged property assees damages, estimate costs and  create detailed plan of action.