Craig Thompson
St James
Summary
Results driven and versatile professional with over a decade of experience spanning sales, collections, and production supervision. Proven ability to drive revenue growth, manage high volume accounts, and lead cross functional teams to meet operational targets. Adept at building client relationships, resolving complex financial issues, and optimizing production workflows for efficiency and quality. Known for strong communication, problem solving skills, and a hands on leadership style that motivates teams and delivers measurable results across companies i have worked for.
Overview
11
11
years of professional experience
Work History
Collections Agent
Teleperformance
11.2016 - 08.2018
- Negotiated payment plans to resolve outstanding debts efficiently.
- Conducted regular follow-ups with clients to ensure timely payments and maintain account accuracy.
- Collaborated with cross-functional teams to develop streamlined collections processes and enhance customer experience.
- Trained junior agents on conflict resolution techniques and effective communication strategies in collections.
Sales Representative
Elephant Group
02.2015 - 09.2016
- Engage customer on a professional level to provide home services such as cable, internet and home security services
- Upsell customers who have one service such as broadband internet to a bundle package of two or more services
- Meet assigned sales target given for the day
- ensure KPI's are being met daily
Production Supervisor
Caribbean HR Solutions/Financial Recovery Services
10.2018 - 09.2025
- Provide ongoing support to Collections Agents, ensuring all key information is being retained and applied consistently.
- Analyze data trends, conduct deep dives into root causes for underperformance and develop action plans to remedy same.
- Work closely with the various stakeholders e.g. Operations Managers, Quality Analyst etc. on initiatives geared towards improving KPIs such as Dollars Collected, EVPH, Kept Rate, PTP etc.
- Coach, mentor and develop employees in collections techniques geared towards improving overall collections and other key KPIs.
- Manage a team of agents and supervisors, providing coaching, feedback, and support to help them achieve their goals.
- Monitor call centre performance metrics such as delinquency rate, dollars collected, EVPH, kept rate, PTP, average handle time, and customer satisfaction etc.
- Develop and implement strategies to improve call centre performance and enhance customer experience.
- Monitor collection performance metrics such as collections rate, delinquency rates etc.
- Develop and implement strategies to improve collection performance, reduce losses, and enhance customer experience.
- Analyze collection data to identify trends and opportunities for improvement.
- Ensure that collection operations comply with all regulatory requirements and industry standards.
- Collaborate with other departments to resolve customer issues and implement cross-functional initiatives.
- Create and maintain reports on collection performance, including key performance indicators and service level agreements.
Education
Certificate - Customer Service
Heart Trust/NTA
Overton Plaza, Montego Bay03-2019
Skills
- Quality control
- Continuous improvement
- Production management
- Training and mentoring
- Adaptability
- Empathy and emotional intelligence
- Vision Alignment
- Strategic Thinker
Additional Information
References available upon request
Timeline
Production Supervisor
Caribbean HR Solutions/Financial Recovery Services
10.2018 - 09.2025
Collections Agent
Teleperformance
11.2016 - 08.2018
Sales Representative
Elephant Group
02.2015 - 09.2016
Certificate - Customer Service
Heart Trust/NTA