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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE / H: PHONE NUMBER AVAILABLEStreet Address
SUMMARY-Driven leader in sales, service, planning, client relations, management, and oversight. 20+ yrs of CRM/CMS technology for managing relationships and interactions with customers, prospects, and business relationships. Meticulous at staying connected to customers, streamlining processes, escalations, and profitability. Proactive at taking initiative to coordinate work activities, enforcing policies and procedures, with a moral capacity to motivate various types of employees.Knowledgeable Team Trainer skilled in stepping into any team role and assisting employees with learning tasks, improving performance in sales and negotiations, and maximizing efficiency. Top-notch planner, organizer and problem-solver, organizer and overseer of the safety, quality, and efficiency receiving, processing, storage, and appropriation of funds, accounts receivable/payable, mortgage respa forms and client info and with good moral, encouraging productive SPH/QA on sales floors through-out NJ/PA.My rise into management roles was due to my undying work ethic along with my experience plus expertise in delivering support services and resolving procedural issues along with my narrowed focus on starting from the bottom and working my way to the top.SKILLSCRM/CMS (Sales-force/K-force proficient) Client-relationship focused (retention), Results-orientedPayroll/activity logs/safety protocol Excellent communicationTraining and development Computer proficientFile/records maintenance Time management skillsNGS/Project Management Contract negotiation/review/draftingAR/AP FDCPA, FCPA, UDAAP. PIF focused (2nd Voice) T/O Leader/CoachCMS/CRM, Systems/Staff ManagementCoaching, Time managementExcellent communication, Total Quality ManagementTeam lead and ManagementLoan origination, Logistics, Supply chain, TQMPlexis POS system operationsCAD/Sorting/Payroll & Employee schedulingAustin Logistics call center systemsBanking and financial services backgroundStrong communication skillsInbound and outbound callingStaff training and developmentTime managementExcellent multi-taskerSupDependable and reliableProject managementSystems and automation applicationsKey accounts, territory management, and Lead generationIssue and conflict resolutionEXPERIENCEDebt Negotiator / Debt Quest USA Philadelphia, PA 09/2018 03/2020Performed inbound/outbound in sales dept generating new business, enrollments, credit checks/settlement negotiations, escalations, and educated clients on various credit up scoring techniques.Facilitated roughly 1000 accounts per month, closed 10-15 deals per week(roughly 100+%); clients (as well as assisting family members/trusties, estate execs in balancing/settling debts, with empathy, kindness, and an active ear for their needs and concerns)Skillfully resolving billing/invoice issues, preventing cancelations thru sound escalations, also assisting with training and sales coaching new hires and successfully building their confidence making them impactful debt negotiators.AR/Lost Mitigation spec / NCB Management Trevose, PA 09/2018 9/2019Using all disciplines acquired at Conduent having to do with Customer Centricity made for a smooth transition into Bank of Americas Customer Experience guidelines acquired and preformed for 3 yrs. at Conduent.As consumer/Service member initial point of contact, awareness include; SCRA, UDAAP, FDCPA, FCPA, California CCPA, FCRA, Regulation Z, Financial Crimes Compliance, ADA.I average approx. 4 deals per day, mainly BIF splits & payments, SIF if needed client upon approval.BAU/Enrollment spec / Conduent Cherry Hill, NJ 09/2015 11/2018 (P/T Nov-Feb)As a BAU rep; Active Listening, Understanding, and Engaging with Customers to improve the Customer Experience are top priority Experience Is Just as important as the Product or Service and our SLA (daily performance reporting. Welcoming customers enrolling, understanding their requirements, asking for a prescription from a physician, providing the customers with invoices, handling problems, escalations and solving queries.A customer centric strategy is a sales strategy that puts the customer's needs, wants, and communication preferences at the center of the enrollment process.Welcoming customers enrolling, understanding their requirements, asking for a prescription from a physician, providing the customers with invoices, exchanging goods, handling problems and solving queries.Ensure to maintain CMS/HIPPA compliance through learning and understanding Medicare enrollment guidelines. Screen all enrollment applications to ensure CMS eligibility guidelines are met.Log timely data entry of enrollment applications and change forms. Maintain departmental standard for accuracy on all data entry.Research enrollment issues coming through support line and department email box. Convey resolution in timely and professional manner.Correspond as needed for incomplete or invalid enrollment forms within specified timeframe. Log pending, denied and cancelled enrollments into sales database for tracking purposes.Represent as primary contact for enrollment related questions and issues for providers and payers. Ensure accuracy and integrity through routine enrollment processes and work assignments.Explain additional benefit programs and requirements accurately and informing customer of program carriers and contact information for further information, and overcoming obstacles to achieve health-related goals.Originator/Junior Loan Officer / Financial Freedom Mortgage Mt Laurel, NJ 10/2009 08/20015 (P/T)Responsible for originating, researching, and verifying information about the loan applicant as required. Examines assets given as security and determines whether the assets are suitable. Scrutinizes how applicants intend to utilize the loan and assesses whether the utilization is viable.Working up a Loan file including; DTI, LTV, CC, Occupancy, financial goal for the loan.Procure new mortgage transactions for the lender, making 100+ cold/warm lead calls to bring new business into the mortgage company. Once prequalified, appraisal is ordered (if needed) client then transferred to Senior Loan Officer.Mortgage Ops Manager / JG Pack - Mt Laurel, NJ 11/2005 - 12/2008Associates from CMS opened a small mortgage lead generation firm and staffed myself and 4 other proven salesman to spearhead Management/TO Leaders for this 4 year venture until the meltdown of 2008Cold calling, selling, and working with borrowers to complete a mortgage transaction. The mortgage loan originator/officer is usually the borrower's main point of contact throughout the entire home loan processReported daily sales and conversion averages, as well as call volume in Q, good DTI/LTV for ideal transfers to LO; as team lead & eventually, Operations Manager, I maintained confidentiality of leads with bank records and client information in the same way I would in Lockbox.Employed, oversaw, and trained 25 new recruits according to established guidelines to improve efficiency and productivity of home and commercial loan origination personnelMaintained extensive Rolodex personal/commercial lenders, Appraisers, and Title CompaniesCollaborated with operations manager on staff compliance with all financial and banking regulationsAddressed ways to improve internal control processes and accounting proceduresHired, trained, and supervised 25 Originators to ensure optimal productivity while writing scripts & adopting training program to educate personnel on best practices and protocolsAccounts Receivable Specialist / PRS, Inc. - Voorhees, NJ 11/2003 - 10/2005After 3 very productive years @ ARM Inc. 2 years here at PRS Inc. (Voorhees, NJ)Transferring my experience and skills working the same exact accounts, I immediately established a working pipeline of BIF postdates; Ascended into a Team Lead position as a designated TO. Do to being well over budge 1st week of work for the month of December.Active listening, call control, communication, computer, math, and organization skills acquired over the years sent me ahead of the pack with peak performance.MBNA/Cross Country/BOA charge-offs, in mostly PIF closes.Maintaining similar billing systems, for self as team lead and 2nd voice.Invoices, payments agreements.Admin Call Qs, update irregularities/delinquencies/discrepancies.Skip-tracing, negotiating, via telephone (all within FDCPA guidelines)3 very productive years @ ARM Inc. (Thorofare NJ) and 1 year at PRS Inc. (Voorhees, NJ)Accounts Receivable Specialist / ARM, Inc. - Thorofare, NJ 01/2000 - 11/2003After a (back door entrance) 6 week training in Fair Debt Collections Practices Act and payment negotiation training MRS Inc., I transferred to ARM Inc. to work as full time as collector and TO team leader.Coordinated and over sought all aspects of the company's lockbox operations. Coordinates and monitors daily operations in the mail room and money transfer according to each client specsActive listening, call control, communication, computer, math, and organization skills acquired over the years sent me ahead of the pack with peak performance.MBNA/Cross Country/BOA/ & Beneficial charge-offs and early outs, in mostly PIF close.I maintain up to date billing systems and duties for self and team members.Generating/sending invoices, allocating and following up payment agreements.Following deadlines, Admin Call Qs, update irregularities/delinquencies/discrepancies.Researching, Skip-tracing, analyzing, investigating, negotiating, and making adjustments w/FDCPA compliance.Communicating via telephone, email, and face-face, applying and managing payment metrics/stats.Supervising trust, reversals, write-offs, and disputes and account satisfactory statements.2 years ARM Inc. (Thorofare NJ) and 1 year at PRS Inc. (Voorhees, NJ)Lockbox Verification Manager / First Union, Corp - Philadelphia, PA 09/1997 - 12/1999After 6 months working data processing, I was moved to verification for my high quality assurance performance as a team lead/3rd shift managerCoordinated and over sought all aspects of the company's lockbox operations. Coordinates and monitors daily operations in the mail room and money transfer according to each client specsProvided onsite training and coaching in quality assuranceProcesses and deposits checks and invoices received by mail. Reviews checks/invoices for special instructions given by customers and determines the appropriate item handling procedures. ... Relays the deposit information by phone to lockbox customers to ensure the individual account needs are met/final log and bin load for outboundTeam Leader/TLSR / CMS/Duke/Hart Hanks - Cherry Hill, NJ 01/1994 - 06/1997Boosted office SPH significantly through exceptional sales ability and strong interpersonal skills with persuasive, positive and confident approachUtilized self-written scripts and sales strategies to converse with customers reached by manual dialing and automatic systems2nd voiced sales with interested customers according to preferencesTrained new hires and led team of 100's of telemarketers in massive sales floors; Fingerhut, MBNA, Chevy Chase, GM 5% MasterCard, Beneficial Business line of credit/Homestead Helocs.Maintained proficiency in revenue and salesBroke down objections using friendly, persuasive strategiesHandled inbound telephone calls from interested customersProficient at computer dialing and computer softwareEducated customers about offerings meeting individual needs by describing offerings and answering questions to execute up salesEDUCATION AND TRAININGWoodrow Wilson High School - Camden, NJHigh School Diploma: Political Science/CADElectric Mobility Corp - Sewell//Cendant Mortgage - Mt LaurelPost high school sales training under Jeff Gecko at CMS. -Total Quality Management training at Electric Mobility Corp. 8 week loan officer school training; handling docs, evaluating incomes for DTI's (purchasing power) amortization LTV's against rate/term & best poses deal 4 clients.TQM/Supply Chain/Mortgage Solicitor CertThe Marketing Consultant for "Exceptional Hearts (responsible for advocating 54 clients to an established 150 client portfolio in a single media season using my experience Managing Trade Shows not mentioned in resume) The Admin/Co-owner of "Got Laundry?" (Responsible for signing hundreds of clients & employing 5 drivers; scheduling, processing/coding, customer services, sales & up-sales.Completed coursework in Mechanical Drawing/CAD dos series and windows. Political Science |
