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Alia Cobbin
Email: Alia.Cobbin@wellsfargo.com Phone: 623-337-9876
Summary
A business management
professional with several years of knowledge
in Collections, Customer Service,
Processing and Sales for auto, bank
cards, mortgage, telephonic and utility call centers. Proficiency
indiversity staffing, coaching, project management, dialer
strategies, mentoring and training.
Key Qualifications
· Facility Operations
|
· Production Sales &
Marketing
|
· Project Mgmt
|
· Business &
Development
|
· Business Implementation
|
· Profit and Loss
|
· Financial Management
|
· Workforce Management
|
|
Professional Experience
Wells Fargo &
Co. Ontario,
CA 2006
– Present
Internal Recovery
Manager – WF Dealer Services
Daily responsibilities
of managing supervisors and the loss recovery business unit by
creating,developing, and implementing collection strategies that drive
operational excellence and build on WFB branding. Improving group
performance by communicating departmental expectations, creation of new
processes, and implementation of a successful dialer strategies. Daily
communication with all levels of staff and senior management on
company and departmental objectives.
Collection
Supervisor II– Home Equity Loss Prevention
Daily responsibility of
managing Collections production, dialer strategies, processes, monitoring
results, and achieving weekly and monthly goals. Coordinate inbound
and outbound staff and resources to optimize the collection efforts, while
resolving complex issues and continuing to develop an effective dialer
strategy. Analyze the business and collection efforts while
making recommendations to resolve delinquent balances.
Equipment
Finance BK and Deceased Collector III - Maintain a working relationship with
Mortgage Retail and Servicing Operations. Extensive knowledge
of bankruptcy and deceased accounts while handling small
business performance management tools and daily procedures. Possess
strong time management, problem solving, effective communication, adaptability,
and multi-tasking.
Home Equity Processor II
Maximize processing
efficiency, assessing credit risk/loss, lending
guidelines, maintained quality and compliance. Previously
handled complex Prime Mortgage applications while working across the
industry with PMB bankers and internal business partners to identify, research,
and resolve processing issues.
Toyota Rent a Car
& Deloitte
& Touché LLP, Houston, TX 2004 –2006
Branch Manager &
Rental Agent / Field Learning Specialist
Completed daily
financial transactions, cash reports and reservations for Toyota
Rent a Car. Coordinated logistics of 500-car fleet, repairs and
pick up of vehicles to ensure timely delivery. Supervised and recruited
for the rental counter, collections, and
phone sales, while approvingextensions, deposits and
credits. Increased sales volume by account building, cross selling,
product knowledge demonstrations and promotional inducements, collections
of outstanding accounts thatresulted in a positive impact
on the bottom-line. Analyzed credit hours for Certified Public
Accountantsto ensure continual certification education is maintained.
Flex Check Cash
Advance, Marietta,
GA 2002
-2003
Branch Manager
Directed financial
management, P & L, business growth, Human Resource duties, Customer
Service, cost control and Marketing for a new cash advance chain.
Managed human resources branch operational duties, such as; hiring,
training and developing of new trainees. Developed aggressive marketing
plans, which grew store from zero to near bonus profit margins in three
months up-to$100,000. Performed direct field collections while
maintaining profitable relationships. Completed store grand opening,
marketing, build outs and assisted in setting up in-store
network. Responsible for daily operations workflow for collectors and
coordinating activities to meet operational requirements.Established
business-to-business partners to enhance marketability and developed
competitive marketing studies to compare similar corporations. Generated daily
and weekly reports and ensured Federal guidelines were being followed.
Alliance Data
Systems, Dallas, TX 2000
– 2002
Operations Supervisor
Managed a staff that
assisted Pegasus Satellite Television and Georgia Natural Gas in providing
Quality Customer Service to nationwide customers. Supervised a team of 125
employees; administered evaluations by monitoring and coaching CSR's,
Payroll, & Benefits. Analyzed performance issues while providing solutions
to non-compliance areas within the dialer program. Increased profitability
by marketing, staffing and coordinating with Human Resources
personnel by hiring and training new office talent. Served as
Project Manager for employee's communication publication; implementing the
company newsletter, supervisor boards, employee suggestion box and quarterly
call center meetings. Communicated with peers and executives to ensure
departmental and contractual adherences.
MCI
WorldCom, Phoenix, AZ 1998 - 2000
Collection Supervisor
Developed the
departmental strategies to ensure profitability and to reduce the $9 million
debt. Managed a team of 40 collectors while maintaining several third party
vendor relationships. Recruited, hired, trained and maintained payroll
and benefits while developing of new associates. Oversaw multiple locations
throughout the United States while reducing the number of
complaints by providing improved quality customer service.
Discover Card
Services, Phoenix, AZ 1994 - 1998
Collections Team
Coach
Handled first and second
level escalations from customers. Provided various levels of collection
solutions from level 60 to charge-off. Coached and trained employees on
how to effectively use the predictive dialer. Met with associates to
prevent negative outcomes in the collection process. Provided daily
communications and counseling with senior management to ensure that performance
objectives and Policy guidelines were being met.
Education
MBA, Human Resources
Management, Western University, Phoenix AZ
BS,
Business Management - University of Phoenix, Phoenix AZ
Real Estate
Certification - MLS School of Real Estate, Marietta GA
Leadership Training
Facilitating Improved Performances, Core Skills
for Building Commitment, Making Meetings Work, Effective Time Management,
Influence, Communications Styles, Becoming an Effective Manager, Interpersonal
Communication Skills, and Introduction to Strengths.
Professional Associations
Toast Masters (2004-2006)
Checkpoint (2006-2010)
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