Kevin Carlen Email & Phone Number

Ocala, Fl, Us

Boca Raton, Florida, United States

• Lead and supervise daily operations for the Authorizer and Escalations teams to ensure service levels are consistently met.• Implemented process improvements that boosted service productivity and profitability.• Collaborated with customer-facing supervisors to resolve escalations efficiently, enhancing customer satisfaction.• Developed and enforced Standard Operating Procedures (SOP) to align with corporate strategy and departmental KPIs.• Mentored and guided agents to resolve escalations with mutually beneficial outcomes, promoting a customer-first approach.• Planned and delegated tasks to ensure smooth departmental operations while meeting service level objectives.• Worked cross-functionally with other department managers to support growth strategies and align with overall business goals.

• Maintained delinquency below 0.30%, securing a top 20 ranking in the $1-5B credit union space.• Managed the full scope of collections, including bankruptcy, repossession, foreclosure, and credit disputes.• Developed strategies for mitigating loss trends and improving collection efficiency by collaborating with finance and lending departments.• Led a team of specialists in high-stakes negotiations and escalations, consistently achieving successful resolutions.• Presented monthly performance reports and strategic recommendations to senior management during board meetings.• Implemented continuous process improvements to streamline operations, enhancing department performance and compliance.• Directed vendor relationships, ensuring optimal service from legal, technology, and repossession providers.

Panama City, Florida Area

Enriching the lives of our veterans by connecting them to their community through social and physical activities. I am truly hmbled and honored to be a part of this volunteer organization! Team RWB has a positive impact on every person it ahs connected with.

• Managed a portfolio of 80+ business clients, focusing on retention, referrals, and networking.• Developed and executed strategic sales initiatives, leading to increased customer engagement and contract renewals.• Attended networking events and Chamber of Commerce meetings to expand the company’s business footprint.• Utilized Salesforce CRM to track and optimize sales activities and client interactions.• Consistently met and exceeded sales targets through proactive business development and relationship management.

Panama City, Florida Area

• Led a team of 8-12 sales representatives, achieving consistent sales success with 120% to quota.• Organized monthly team building and sales competitions, driving morale and improving performance.• Created and implemented grassroots community involvement programs, increasing local brand awareness.• Recognized as a 7-time “Circle of Excellence” award recipient for outstanding sales achievements.

-Set clear expectations around sales objectives.-Coach to successful behaviors within the sales team-Build individualized development plan for employees, based on career pathing-Preparing and facilitating weekly sales meeting-Schedule management for staff of 25-30-Build relationships within the community-Training lead, responsible for hiring/onboarding new employees

Knoxville, Tennessee Area

-Focus on networking skills to develop strong relationships within the community and vendors. -Sponsored charity golf tournaments. -Redesigning of menu and marketing to create sustainable growth within a competitive market.-Assisted in development of breakfast/brunch menu to expand hours of operation.-Increased YOY cash flow by 137%

Knoxville, Tn

-Maintain existing on premise and off premise accounts-Cold call on businesses within territory in order to expand market penetration-Negotiate premium shelf placement within locations-Partner with on-premise locations to drive product awareness and increase sales-New Hires training-Assist with warehouse maintenance, inventory, receiving, daily cash deposits