John Pippins Email & Phone Number

Arlington, Tx

• Responsible for the daily readiness of call center automated dialer applications• Oversees predictive dialer functions such as daily upload/download procedures• Monitor performance of phone and dialer systems to ensure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting and analysis. • Monitor day to day operations and escalate any issues to management.• Troubleshoot dialer issues and work with internal IT staff and technical support, as needed • Administered the working of the outbound dialer in compliance with the State and the Federal Laws.

Arlington, Tx

• Initiate contact with customers via telephone in an effort to obtain payments on charged off accounts by using negotiating skills and probing questions.• Handle incoming calls related to charge off accounts. • Negotiate best settlement arrangement possible and perform related internal processes.• Managing account queue properly, including accurate, and detailed information and documentation on each debtors account. • Document payment arrangements with customers and prepare and mail letters detailing settlements and payment plans. • Contact customer if payment is not received by the predetermined time. • Research and resolve complex customer accounts while adhering to department policies and procedures, as well as FDCPA guidelines.• Identify and pursue alternative ways for locating the customer using skip-tracing techniques. • Strong knowledge of ARTIVA, AS400 and Microsoft Office Suite• Consistently meet or exceeds monthly objectives for quality and dollars collected• Provide mentoring and training as needed to team members to develop the utilization of all available resources to accomplish goals. Assist in technical training of new hires. (designated coach for new hire team members)• Monitor and provide feedback to less-experienced Account Reps to ensure maximum effectiveness and adherence to collection laws and procedures• Facilitated monthly book studies• Handle escalated calls and assist team members with resolution of difficult accounts when necessary. • Provide feedback to management on team member performance.• Successfully completed Leadership Enrichment Program (December 2012)• Received “Above and Beyond” Award for June 2012 and October 2012• Received “Quality Shining Star” Award for July 2012 and September 2012• Received “Service Excellence Award for March 2013

Arlington, Texas

Arlington, Tx

• Qualifies customers, utilizing selling techniques, and processes reservation information to meet client's needs. • Respond to a high volume of telephone inquiries about the company's products or services by following standard scripts and procedures. Talks with customers by phone and receives information pertaining to hotel reservations.• Promote and sell the company's products or services. • Utilize Selling Techniques to meet revenue and conversion goals. • Solicits sale of new or additional services. • Processing the established daily metric, while maintaining an average talk time consistent with current business needs.• Must meet Quality standards.• Responsible for greeting customers in a courteous, friendly and professional manner.• Performs other duties as assigned.

Dallas/Fort Worth Area

• Contact assigned business accounts for the selling and servicing of Yellow Pages and Internet advertising• Assist customer with ad design and website design• Provide media consultation to client base

Dallas, Tx

• Performed regional area operations of North Texas, Oklahoma and Arkansas for 35 accounts, 44 sites, 405 employees, and $22.6 million revenue budget.• Improved profit margin by 9% in 2000 and 2001.• Reduced employee turnover from 43% to less than 20%.• Managed and continually measured the performance of our on-site staff.• Created customized quality control measures

Dallas, Tx

• Mail Center management for three locations in the Dallas Area• Reception services• Conference room services• Document services – Reprographic and copier management• Data output services• Supplies management

Dallas/Fort Worth Area

• Produced results leading staff of 85 in receiving, warehousing, order pulling, packaging, multiple production lines, and shipping. • Implemented new initiative and conducted training for production staff. • Implemented Team Lead position and daily staff meetings.• Produced daily line reports for Operations Manager.• Increased output of 2nd shift by 30% with 75% of staff as temporary workers.

Dallas/Fort Worth Area

1. Customer Operations ManagerSite Operations - Nortel DallasDistribution Services Manager for Northern Telecom• Managed Mail Services • Shipping & Receiving • PO Receiving check in all parts thru Oracle Purchasing System• Office Services, • Budgeting and forecasting as Business Partner with Nortel staff • Wrote processes and procedures for ISO 9001 certification. • Managed staff of 38. 2. Site Operations - IBM Dallas• Generated Mail services at three IBM locations in Dallas area with $1.2 million revenue budget. Managed staff of 35.3. Site Manager - Bank of America (First Gibraltar Bank)Corporate Mail Center Manager for First Gibraltar Bank (Bank of America) Account• Performed state wide Mail Operation for 260 branches and 3 corporate locations. • Centralized production mail statement processing, notices and checks, • Mail Services• Reprographics and Copier Service• Logistics and Transportation• Statewide courier services, • Conference services• Branch mail operation• Manage $4 million postage budget,• 24-hour mail center operation. • Managed and trained a staff of 26.

Bachelor’S Degree, Bible/Biblical Studies

Activities and Societies: Class President 1987

Bachelor’S Degree, Business, Management, Marketing, And Related Support Services

Activities and Societies: Member of Delta Sigma Pi - President of ZM Chapter

Master'S Degree, Business Administration And Management, General