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Call Center Collections -Team Lead Resume Example

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CALL CENTER COLLECTIONS -TEAM LEAD
Summary

Energetic, assertive and adaptable employee who can effectively multi-task in challenging situations and meet critical deadlines. Experience in: Commercial & Business Loans, Lending Management, Due Diligence & Audits Portfolio Management, Call Center Operations, Special Asset Management Small Business Unit (SBU), Staff Development & Leadership, Loss Mitigation, Client Service & Support, Conflict Resolution, and Communication / Telecommunication.

Highlights
  • Exceptional customer service, Qualified in Retail and Commercial Lending as well as servicing, Strong sense of banking ethics, Debt and credit management, and Excellent communication skills.
  • Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Docs, Genesis, Melita, Star (M&I), CPI, Mosaix, Center View, Point, Goldworks, Loan Works, and Opits.
Accomplishments

Managed 75 employees up to 35 calls in queue per minute. Exceeded corporate target for customer satisfaction for 4 months in a row. Promoted to Call Center Manager in 2001.

Personal awards 

  • Enova - Top performer - May 2014
  • PNC Mortgage - Top performer Customer Service - June 1997

Employee Training 

  • Educated new employees on proper facility procedures and policies.
  • Instructed and administered facility policy exam to new employees.

Customer Service 

  • Collaborated with [teams, departments, clients] to ensure the delivery of efficient, high-quality service.
  • Consistently recognized by management for providing superior customer service.

Experience
ENOVA January 2014 to June 2014 Call Center Collections -Team Lead
CHICAGO, ILLINOIS
  • Enova is a web-based consumer lending company serving six million customers.
  • Coach a team of 33 employees, resolve customer escalations, contact customers regarding escalated issues, develop employees and train as required.
ALTA DIVVY BICYCLE SHARE June 2013 to January 2014 Operations Supervisor
Chicago, Illinois

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.
AMC CONSULTANT June 2012 to June 2013 Associate Vice President
Libertyville, Illinois

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.
FIRST MIDWEST BANK February 2007 to May 2012 Assistant Vice President
Itasca, Illinois

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.
Dovenmuehle Mortgage January 2005 to February 2007 Call Center Manager
Lake Zurich, Illinois
  • 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.
Washington Mutual - JPMorgan Chase & Co January 2002 to January 2005 Loan Fulfillment Team Manager
Downers Grove , IL
  • 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.
NATIONAL CITY MORTGAGE January 2001 to January 2002 Default Dialer Analyst
Miamisburg, Ohio

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

WASHINGTON MUTUAL FNA PNC MORTGAGE January 1992 to January 2001 Default Dialer Analyst – Call Center Manager
Vernon Hills, Illinois

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.
PNC Mortgage January 1997 to January 1999 Senior Loss Mitigation Specialist
Vernon Hills , IL

Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.
PNC Mortgage FNA Sears Mortgage January 1992 to January 1997 Customer Service & Collections Representative
Vernon Hills, IL
  • Earned numerous awards for quality of performance.
Education
Life Insurance Certificate - State of Illinois Commercial Loan Regulations & Fair Lending Processing, Closing, & Underwriting / Fair Lending - Washington Mutual Tax Preparation - H&R Block Business Writing Grammar - Dun & Bradstreet Managing Projects & Performance Employee Supervision & Coaching Dealing with Difficult People & Stress
Skills

Auditing,Banking, Business Writing, Call Center, Team Coaching, Credit Analysis, Crystal Reports, Customer Service, Due Diligence, and Insurance sales.

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Resume Overview

Companies Worked For:

  • ENOVA
  • ALTA DIVVY BICYCLE SHARE
  • AMC CONSULTANT
  • FIRST MIDWEST BANK
  • Dovenmuehle Mortgage
  • Washington Mutual - JPMorgan Chase & Co
  • NATIONAL CITY MORTGAGE
  • WASHINGTON MUTUAL FNA PNC MORTGAGE
  • PNC Mortgage
  • PNC Mortgage FNA Sears Mortgage

Job Titles Held:

  • Call Center Collections -Team Lead
  • Operations Supervisor
  • Associate Vice President
  • Assistant Vice President
  • Call Center Manager
  • Loan Fulfillment Team Manager
  • Default Dialer Analyst
  • Default Dialer Analyst – Call Center Manager
  • Senior Loss Mitigation Specialist
  • Customer Service & Collections Representative

Degrees

  • Life Insurance Certificate - State of Illinois Commercial Loan Regulations & Fair Lending Processing, Closing, & Underwriting / Fair Lending - Washington Mutual Tax Preparation - H&R Block Business Writing Grammar - Dun & Bradstreet Managing Projects & Performance Employee Supervision & Coaching Dealing with Difficult People & Stress

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