Leonard Wolfe Jr.
Virginia Beach
Summary
Professional with extensive experience in client services, ready to make impactful contribution. Known for strong team collaboration, adaptability, and achieving results. Skilled in resolving issues, managing client relationships, and communicating effectively. Reliable and flexible with changing needs, ensuring client satisfaction and operational success.
Overview
16
16
years of professional experience
Work History
Client Services Member Representative
Capital Group
05.2024 - Current
- Managed client inquiries and resolved issues to enhance satisfaction and retention.
- Provided comprehensive support for client account management, ensuring accuracy in transactions.
- Collaborated with cross-functional teams to streamline service processes and improve efficiency.
- Trained new team members on client service protocols and operational procedures.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Acted as a liaison between clients and internal departments, streamlining communication processes for improved collaboration.
- Nurtured long-term relationships with clients through consistent follow-up and personalized attention.
- Participated in industry events and conferences to stay informed about market trends affecting our clientele.
Collector/Custodian of Records
Portfolio Recovery Associates
07.2010 - 02.2024
- My daily activities included working in a manual dial and dialer-based environment, to collect delinquent monies from our debtor pool. I have handled inbound and outbound calls while doing light skip tracing as needed. I was a legal collector for the first 3 years of my employment with the company, handling charged off debt prior to legal action being taken against the debtor. I have succeeded in reaching my monthly collection goals as well as reaching top numbers on my team several months. Our monthly goal is a scaling number starting at 10,000 dollars and maxing out at 57,500 dollars, that I obtain by using creative payment plans and structured settlements. I have since made the transition to my current job title custodian of records. This position has several requirements including the review and handling of specific legal documents for our department, including affidavits, suit filings, garnishments etc. These documents are reviewed for accuracy and clarity before being moved on the attorneys or supervisors that will be handling them. I also appear both telephonically and in person to represent the company on trials against our debtors. These appearances require prior review of my account documentation as well as a working knowledge of F.D.C.P.A and regulatory laws. In 2019, I became a lead trainer for our new hire Custodian of Records. My tasks are to train them on our current processes as well as preparing them to attend trials/depositions on the Company’s behalf. I have been in this department for over 8 years and feel I bring a personal knowledge and versatile skillset to the position.
Education
High School -
Tallwood High School
Virginia Beach, VA01.1995
No Degree - Culinary Arts
Johnson And Whales Culinary School
Norfolk, VA01.2000
Skills
- Strong empathy
- Client relationship building
- CRM software expertise
- Performance tracking
- Customer support
- Call center experience
- Client relations
- Meeting deadlines
- Teamwork and collaboration
Accomplishments
- Collaborated with team of 44 in the development of The custodian of records associate training program.
- Supervised team of 12 staff members.
- Documented and resolved under prepared associate trainings which led to an increase of over 35 reps being fit to appear in remote trials for the company..
Timeline
Client Services Member Representative
Capital Group
05.2024 - Current
Collector/Custodian of Records
Portfolio Recovery Associates
07.2010 - 02.2024
High School -
Tallwood High School
No Degree - Culinary Arts
Johnson And Whales Culinary School
Interests
My interests are in people and treating them like they are priority one as I would like to be treated.