Allen Brock
Chesapeake
Summary
Dynamic Operations Manager with a proven track record at Tidewater Finance, excelling in team leadership and performance management. Enhanced collections efficiency through strategic negotiation and staff training, achieving significant recovery rates. Committed to fostering employee motivation and delivering exceptional customer service while maintaining compliance with industry regulations.
Overview
15
15
years of professional experience
Work History
Operations Manager
Spring Oaks Capital LLC
12.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Supervised staff of collectors, monitoring phone calls and letters.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Documented interactions in computer database and updated information.
- Utilized advanced negotiation skills to secure favorable settlements in complex collection scenarios.
- Collaborated on collection and dispute resolution issues.
Profit and Loss Agent
Tidewater Finance
04.2022 - 12.2022
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Located hard-to-find individuals by utilizing various databases and online resources.
- Leveraged social media platforms to gather critical information on subjects, improving case outcomes.
- Identified best-known address to locate client's collateral or customer.
- Made daily collection calls to customers.
Police Officer Recruit
Suffolk Police Department
12.2021 - 03.2022
- Received ongoing training in various law enforcement topics to stay current with industry best practices and procedures.
- Maintained high levels of physical fitness, consistently passing mandatory fitness tests required for job performance.
- Conducted physical training to keep fit and perform job duties productively.
- Followed protocols and procedures to perform tasks quickly and minimize mistakes.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Participated in continuous firearms proficiency, defensive driving and arrest technique training.
Operations Manager
Tidewater Finance
03.2016 - 12.2021
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
- Streamlined collections procedures for increased productivity and reduced manual efforts.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Conducted investigations of customer accounts and payment histories.
- Monitored industry trends and best practices to continuously improve collections operations.
- Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
- Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
- Developed strategic plans for day-to-day financial operations.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Supervised staff of collectors, monitoring phone calls and letters.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Documented interactions in computer database and updated information.
- Utilized advanced negotiation skills to secure favorable settlements in complex collection scenarios.
- Collaborated on collection and dispute resolution issues.
Legal Assistant
Glasser and Glasser
02.2015 - 10.2015
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
- Managed correspondence with clients, courts, and opposing counsel, maintaining professionalism and confidentiality.
- Contributed to team performance improvement by consistently achieving high success rates in locating targets.
- Proactively monitored accounts and addressed various issues.
- Collaborated with team members, sharing vital information to expedite case resolutions.
Collections Supervisor
Glasser and Glasser
03.2010 - 02.2015
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Researched accounts and completed due diligence to resolve collection problems.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Interviewed and assisted in selection of candidates for collections positions on team of 7-8.
- Documented conversations with consumers and research into accounts.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Prepared and delivered performance reviews of 7-8 collections agents to support continuous improvement of department.
- Prepared and delivered performance reviews of collections agents to support continuous improvement of department.
- Increased recovery rates for difficult accounts by utilizing effective negotiation skills.
- Identified needs and provided training to clarify expectations of collections agents.
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Coordinated the implementation of new systems or tools to enhance collections operations.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Interceded between employees during arguments and diffused tense situations.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
Education
High School Diploma -
Nansemond River
Suffolk, VA06-1998
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Management
- Employee motivation
- Staff development
- Performance management
- Delegation
- Conflict mediation
- KPI tracking
- Forecasting and scheduling
- Negotiation
- P&L management
- Performance evaluations
Accomplishments
2017 - Competed Dale Carnegie's Effective Communication and Human Relations Course
Timeline
Operations Manager
Spring Oaks Capital LLC
12.2022 - Current
Profit and Loss Agent
Tidewater Finance
04.2022 - 12.2022
Police Officer Recruit
Suffolk Police Department
12.2021 - 03.2022
Operations Manager
Tidewater Finance
03.2016 - 12.2021
Legal Assistant
Glasser and Glasser
02.2015 - 10.2015
Collections Supervisor
Glasser and Glasser
03.2010 - 02.2015
High School Diploma -
Nansemond River
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