Paul Dawes
Mandeville
Summary
Highly-qualified Collections Manager adept at helping customers develop effective payment plans using persuasive communication skills and knowledge of financial options. Bringing more than 7 years of billing-related experience. Detail-oriented Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues. Talented collection agent highly effective at managing a high volume of collections calls in fast-paced, demanding environments. Excellent conflict resolution and interpersonal skills. Driven to maximize returns and exceed monthly quotas. Goal-driven Collections Manager reduces delinquencies and mitigate risks. Prepared to bring 7 years of in-depth experience to support any needs.
Overview
15
15
years of professional experience
Work History
Associate Collections Account Manager
Sutherland Global Service
12.2017 - Current
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
- Trained new team members in company policies, procedures, and best practices for successful collections management.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
- Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
Site Foreman
Notrub Enterprises
02.2013 - 04.2017
- Played a key role in securing repeat business through consistently delivering projects on time or ahead of schedule without compromising quality or safety.
- Maintained accurate records of daily activities, including time sheets, material logs, and safety reports.
- Reduced project delays by proactively identifying potential issues and implementing appropriate solutions.
- Delivered high-quality workmanship by overseeing all aspects of construction from start to finish.
- Improved project efficiency by effectively managing construction schedules, budgets, and resources.
- Promoted a positive work environment by fostering teamwork and addressing conflicts in a timely manner.
- Increased productivity by implementing effective delegation strategies among team members.
Customer Service Representative
National Peoples Co-operative Bank
05.2010 - 06.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Manchester High School
Mandeville Manchester Jamaica W.I07.2009
Skills
- Debt recovery
- Portfolio Management
- Past due balance management
- Customer Relations
- Updating Customer Accounts
- Clear Communication
- Negotiation and Resolution
- Analytical and Critical Thinking
- Fair Debt Collections Practices
- Payment Processing
- Debt Repayment Negotiation
- Skip Tracing
- Quality Standards Compliance
- Service Quality Standards
- Credit Extension Negotiation
- Needs Assessment
- Customer service
I like the idea of taking on new challenges as i believe every day is a chance to learn and evolve
I believe everyday is a opportunity to learn something new and to evolve and into our fullest potential
Timeline
Associate Collections Account Manager
Sutherland Global Service
12.2017 - Current
Site Foreman
Notrub Enterprises
02.2013 - 04.2017
Customer Service Representative
National Peoples Co-operative Bank
05.2010 - 06.2012
High School Diploma -
Manchester High School
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