Daniel J. Converse909 Barnes Ave, Ottawa, KS 66067 (785) 418-6436 cell danny.joe@live.com

CALL CENTER PROFESSIONAL

Summary

Self-motivated professional with management and leadership experience in fast-paced environments,Looking to transfer my skills on a new career path

I have consistent record of meeting or exceeding goals, Using strong communication and negotiation skills.

Veteran of the US Marine Corps.

Computer Skills

Word, Excel, PowerPoint, SharePoint, Internet & E-mailThe ability and willingness to learn additional programs

Highlights

Experience negotiator Effective communicator Complex problem solver

Manages time effectively to meet deadlines Works as a team member or independently Responds to company needs and goals

Work Experience

National Credit Adjusters Ottawa, KS Collector April 2013-May 2015Van Ru Credit Corporation Lenexa, KSCollector November 2012–April 2013

Achieved production goals and consistent call quality during tenure   Attained goal of salvaging product line scheduled for company loss and increased company

product market share

Client Services Inc. Lenexa, KSTraining Coordinator Manager August 2010-October 2012

Provided introduction and initial orientation company policies and procedures Conducted classes to train employees in computer systems, Federal and State Laws Maintained and updated Training Material for compliance to changes in laws Created and led PowerPoint presentations to update curriculum for collection applications

and related systems Collaborated with HR, IT and Help desk to maintain updates to personnel records Submitted requests for support and assistance from Help Desk team as needed Gave presentations specializing in effective communication and productive revenue

recovery in the account receivable environment Responsible for weekly evaluation of personnel ability levels used for determining staff

assignments and on-going appraisals for improvement and development

Equitable Acceptance Corporation Wellsville, KSContingency Collector February 2010-August 2010

Hired to conduct recovery of loan asset losses and account reactivation Updating of outdated customer location information Negotiated repayment for losses

L.T.S Management Kansas City, MOCollector, Customer Service/Quality Control Officer, Lender September 2007-December 2008

Chosen to develop Quality Assurance department created to restructure for compliance with company policies and customer relations

Incorporated analytics to improve call strategy and increase employee productivity Monitored calls and submitted weekly evaluations to improve employee communication Identified causes and determined corrective actions for eliminating FDCPA violations and

reducing customer complaints

Encore Receivable Management Olathe, KSCollection Lead August 2002-August 2006

Supervised and coordinated activities of employees engaged in loss recovery on overdue charge accounts, credit card accounts, and bank loans

Organized collection workload according to degree and amount of delinquency and assigned accounts to workers for collection

Evaluated productivity and adjusted team focus to accommodate client needs to increase product market share

Successfully managed a 25-30 person team for liquidation of various client portfolios Trained and recommended communication techniques to new-hire employees Responsible for assisting subordinates in overcoming challenges Conducted daily negotiation of asset recovery for major banks and credit corporations

Military Experience

U.S.M.C Marine Security Guard, Squad Leader, Marksmanship Instructor June 1989-August 1995

Served as Squad Leader and Fire Team Leader for infantry platoons Supervised up to 12 marines in training and combat preparation and construction of field

fortifications with coordinated interlocking fields of fire Served as Marine Security Guard with Secret Clearance for Naval Weapons Station Responsible for overseeing civilian access to and handling of classified materials Ensured security and restricted access to areas involving matters of national security Supervised up to 15 subordinates in daily execution of security operations protocol Served as Marksmanship Instructor at WFTBN Camp Pendleton Supervised training of up to 24 recruits in weapons handling, safety and range qualification Administered on-going training for up to 12 individuals in handling of weapons and

ammunitions during required rifle and pistol range course qualification Awarded commendation for military service and superior performance of duties

Honorable Discharge

EducationPomona High School Diploma

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