Atlanta, Georgia, United States
With a Bachelor of Business Administration from Morehouse College, I currently excel as a Collections Manager at Burke Moore Law Group, where my core competencies in customer relationship management and employee training have led to significant improvements in client satisfaction and team performance. My strategies have been instrumental in driving up to a 20% increase in client retention while managing payroll using Paycor and Paylocity platforms. At Burke Moore Law Group, I collaborate with the Legal Team and Compliance Department to develop weekly training modules, contributing to our culture of continuous improvement and excellence. We've surpassed monthly production goals consistently, empowering our staff through constructive feedback and career development coaching, which has fostered a collaborative environment and aligned our collective efforts with the organization's values and objectives.
• Maintain duties during the transfer from Law Offices of Drew, Eckl and Farnham • Developed tailored revenue generation strategies in alignment with client needs and preferences, resulting in up to 20% increase in client satisfaction and retention. • Managed payroll for employees, using Paycor and Paylocity platforms. • Regularly engaged with Legal Team and Compliance Department to create training modules for weekly training. • Exceeded monthly production goals by completing 10%-20% more tasks than the set target, demonstrating strong efficiency and performance. • Managed the tracking of monthly revenue generated through Adhoc reports, ensuring accuracy and providing insights for strategic decision-making.
• Oversaw and trained new employees on collection methods, documentation requirements, performance strategies and FDCPA and FCRA compliance. • Assisted with escalated calls and reviews to satisfy and resolve consumer and client related issues. • Collaborated with legal resources and recovery teams to manage customer payment defaults. • Established and enforced clear goals to keep employees working collaboratively. • Identified and corrected performance and any personnel issues to reduce impact to business operations. • Coached 12-18 staff members through constructive feedback, developing them for their long-term career goals. • Interviewed job applicants, recommended individuals for hiring and evaluated staff performance. • Remained calm and professional when dealing with frustrated customers, effectively diffusing situations. • Delegated work to staff as needed.
• Contacted borrowers to assess reasons for default, noted individual intents, & provided options for resolving issues. • Processed payments over the phone and set up recurring drafts. • Secured payments by following up with customers who disregarded promises to pay. • Interviewed customers to determine reasons for delinquency, source of income, and next pay date to build solutions for financial issues. • Met the demands of the busy collections group by performing a high volume of daily calls. • Located debtors by utilizing skip tracking and other strategies. • Overcame objections by applying advanced training and persuasion techniques.