David Benjamin Email & Phone Number

Hiring, Training, and educating staff of to meet client and company standards •Evaluating performances, providing on-going development training, succession planning, and identifying areas of improvement for staff.•Actively driving revenue numbers, forecasting, revenue projections, trends, and SWOT analysis •WFM •Inventory Management, file allocation, dialer builds and strategies•Client Reporting and communication to ensure client needs are met on a consistent basis•Responsible for call monitoring and quality analysis• Maintain daily and monthly shift summary, production, and attendance reports to provide to senior management, and our client.• Have successfully worked on a wide variety of American and Canadian portfolios ranging fromCustomer care programs, 1st and 3rd Party Operations.• Full understanding of 9001 and 27001 ISO Standards

•Hiring, Training, and educating staff of to meet client and company standards •Evaluating performances, providing on-going development training, succession planning, and identifying areas of improvement for staff.•Actively driving revenue numbers and promoting personal stats for each agent.•Reviewing and maintaining agents attendance and staff volumes•Inventory Management, file allocation, dialer builds•Client Reporting and communication to ensure client needs are met on a consistent basis•Responsible for call monitoring and quality analysis• Maintain daily and monthly shift summary, production, and attendance reports to provide to senior management, and our client.• Understanding of ISO Standards

• Assist employees in all aspects of the collection floor• Call handling, call monitoring, and call de-escalations.• Assist management with distributing reports, employee stats, and other correspondence as required• Provide training, feedback, and assistance to all agents when needed.• Identify best practices within the company, cascade these to all employees as well as ensure these are implemented throughout the program

•Adhere to Company and client requirements and strategies •Contacting American customers to talk to them on behalf of the client regarding their delinquent retail accounts.•Utilize various systems and client specific databases to obtain and update customer account information.•Negotiate payments, hardship programs, extensions, re-ages.•Successful handling high delinquent accounts• Complete necessary client documents regarding repossessions and foreclosures.• Maintain all debtor and client correspondence by documenting call results and performing follow-ups as needed

Certificate Of Apprenticeship, Information Technology - Contact Centre Customer

Nov 2013 – March 2015 Seneca College Contact Centre Apprenticeship Program. Successfully completed a part time, eighteen-month program.

Achieved Ged

Business Administration And Management, General

Studied Business Management and Marketing