VP Customer Service/Collections Resume Example Great Lakes Bureau

VP CUSTOMER SERVICE/COLLECTIONS

Professional Summary

Enthusiastic individual experienced in resolving conflicts and issues with exceptional skill and poise, while thriving in the development, implementation and conclusion of successful projects or goals. Experienced in all areas of sales and customer service with over 20 years of experience in all types of promotions and sales. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Enjoy and excel in working on or developing new company concepts and sales while maintaining the utmost in customer satisfaction.

Skills

Employee scheduling
Software diagnosis
Customer service expert
Network upgrades
Network maintenance

Website maintenance
Conflict resolution
Strategic planning and execution
Staff training/development

Work History

VP Customer service/collections 03/1997 to 06/2003
Great Lakes Bureau – Buffalo, NY

Investigated, assisted and resolved customer complaints to foster satisfaction.
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
Monitored and supported production order progress through monthly, quarterly and yearly statistical models.
Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
Worked with compliance officers to resolve customer problems, improve operations and provide exceptional customer service.
Worked with external software, legal and industry resource representatives to address customer needs.
Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Worked with external legal representatives to address customer needs.
Reviewed company and client policies to establish and enforce rules when customers request or disputes where submitted.
Reviewed company and client policies to establish and enforce rules when customers request.
Ranked in top 5% for customer satisfaction among top competing agencies
Trained 50-75 new employees each quarter in procedures and policies in order to maximize team performance.
Improved service quality and increased sales by developing strong knowledge of company's products and services.
Upheld privacy and security requirements established via FDCPA, FCC and Individual State regulatory agencies.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
Implemented collection,customer service, skip tracing, social media for smooth CS interaction and information gathering, resulting in top performance achievement and goals.

Telemarketing Specialist01/1997 to 01/2014
Multiple Home Improvement, Sales And Bank – Buffalo, NY

Performed cold calling and outreach to build sales pipeline.
Overcame objections using friendly, persuasive strategies.
Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
Boosted opportunities by 7.8% through exceptional sales ability and strong interpersonal skills with persuasive, positive and confident approach.
Achieved sales targets monthly basis by signing clients up for services, handling call volume and overseeing sales associates.
Achieved sales targets on monthly basis by signing clients up for services, handling lead portfolios and overseeing sales team.
Boosted opportunities through exceptional sales ability and strong interpersonal skills with persuasive, positive and confident approach.

Director of Operations03/2005 to 02/2015
LPS Incorporated – Buffalo, NY

Delegated assignments based on site plans, project needs and knowledge of individual team members.
Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Achieved substantial million dollar budgets by using market expertise and business knowledge to make proactive decisions.
Opened new accounts and documented personal, demographic and payment information in system.
Provided information about available products and services including membership details and purchase advantages.
Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
Answered inbound telephone calls from interested customers.

Education

Bachelor of Science: Social Services With A Major in Psychology 04/2015SUNY Buffalo State- Buffalo, NY

Associate of Arts: Social Sciences04/1995Niagara County Community College- Sanborn, NY

Employment & Management Skill Development : Customer And Professional Services GE Capital Services - Ohio City, OH

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VP Customer service/collections Resume Example

Resume Score: 80%

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