Call Center Collections -Team Lead Resume Example

Alta Bicycle Share designs, deploys, and manages bicycle share systems, enabling ready access to bikes for urban residents and visitors while improving mobility and livability in the communities we serve with 100 employees.

• Managing operations center, dispatch and supervise rebalancers, handled customer service issues, prepared reports to senior management, scheduling and coordinated special events to correspond with the new bike share program and activities in Chicago.

Highlights & Achievements:.

• Created, and analyze daily management reports.
• Create work flow process in a management environment.
• Resolved guest complaints.

Professional financial services and due diligence company with over 300 employees.

• Worked closely with [clients, team, customers] to produce quality due diligence on over 75 files per day.

Review servicing delinquency portfolio, small business unit, retail, banking, FHLMC, HAMP, and FNMA, performed credit analysis, decisioned to modify, or foreclose based on results.

Worked closely with [clients, attorney, customers] to produce performing asset in my portfolio.

Highlights & Achievements:.

• Created and distributed clear, concise Memo to senior management with analysis and suggestions on work flow suggestions..
• Increased file review and reporting rate through efficiency initiatives.
• Consistently resolved delinquencies through foreclosure decisions and timely transformation of non-performing loans into performing loans.
• Hand-selected by management to deploy HAMP program for department.

• Trained, evaluated, and led over 50 total employees, including 6 management/supervisory personnel, across 2 inbound call center locations.
• Administered call flow of up to 185 calls per minute with ideal efficiency and quality.
• Resolved escalated client issues to increase satisfaction.
• Highlights & Achievements:.
• Lowered staff turnover 65% within a year through morale and team-building efforts.
• Cross-trained 15 new call center representatives in all aspects of lending support.

• Managed retail mortgage loan origination in collaboration with processing, underwriting, and settlement groups.
• Coached, motivated, and supervised over 70 full-time, contract, and temporary employees.
• Identified and resolved client problems in a timely fashion.
• Highlights & Achievements:.
• Established and educated 2nd shift processing team to enhance lending compliance.

Analyzed delinquency portfolio and created calling campaign based on delinquent accounts.

Successfully managed the activities of 75 team members in multiple locations. Monitored the daily activities of 75 customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.

• Earned numerous awards for quality of performance.