Michael Burton Email & Phone Number

Fort Lauderdale, Florida, United States

Technical lead for Salesforce projects.

Savannah, Mo

Kanasas City, Mo

With assistance from an intern and a new hire without experience, started and completed a conversion to Salesforce for Omega-RMS, a collection company.Successful launch for the new system was done during quarantine while everyone worked remotely, including mystelfInterpreted a SQL database that I had no familiarity with and migrated over 10 million records to a Salesforce design I architectedTrained someone with no Salesforce experience to create data audits, identify solutions and documentation so all daily processes could be done without my assistanceManaged a team of Salesforce administrators for Universal Account Servicing, determining new projects and providing solutions to all escalated issuesIT liason between departments and IT for internal requests to determine need, potential solutions and training as neededManaged 2 developers, one remote and one in-house, in order to create an agent portal using Java and all APEX code needed to service collection accountsWorked directly with clients to resolve escalated issues and to identify areas of opportunitiesWrote APEX code personally as needed and reviewed/approved any code deploymentsCreated Lucid Chart flows to map out new processes and schema in order to communicate the new systems in a way other departemnts could understandCreated a Collection Support Ticket system inside Salesforce to track all inbound consumer requests and issues

Kansas City, Mo

Initially hired as an Account Manager for over 200 clients, however I quickly created a Project Manager role where I initiated the implementation of Salesforce for the sales department. 3 months later, the company designated me to lead the project to implement Salesforce for all internal processes and as the system of record. This involved an integration with a proprietary legacy system and the creation of new automated processing for all departments in the company, including workflows, visual flows, and custom objects. I provided all the initial training and worked with the IT department and consultant team to design a functioning data model. Within a year, using a model needing limited programming, every department worked in Salesforce daily, including sales, compliance, accounting, loan servicing call center and help desk support team, credit underwriting, and IT . Since then, the data model and processes have become more complex, requiring reliance on Apex, Visual force pages and sites. During this transition, I trained and became a Salesforce Developer. I am currently responsible for Apex and Visualforce development and training new developers.

Maintained 150+ clients through direct contact with owners and presidentsResponsible for the maintenance and resolution of client issuesProvided finance options and customized finance programsLaunched new clients, providing training and ensuring clients met compliance requirementsProject manager in various capacities including but not limited to: Integration/replaced proprietary system with Salesforce software, provided progress reports to company executives during weekly meetings, created and customized the fields in the system to meet the needs of the company, created reports/dashboards, and provided training to the entire company on basic use of Salesforce and showed them how to do their duties utilizing the processes I created, assisting on a day to day basis as needed. Created marketing materials in the form of flyers, .pdf presentations, and Powerpoints. Provided content for client landing pages and company home page.Redesigned client reports, providing definitions of terms and new, more professional layouts.Created an organization chart for the company(100+ employees), providing a one page overall scale and individual pages with departmental hierarchies and individual job descriptions.

Promoted from Agent/Vendor support to Agent/Vendor Team Lead within 3 months of hireSpan of control- 8 support representatives Administrator for Salesforce- Responsible for reporting and client dashboardsCreated scorecards and overall agent performance summaryImplemented a training checklist for new hiresRecommended changes to workstation and agent portal that were implementedIdentified global issues and communicated with engineering for resolution

Responsible for dialer scheduleOutbound calling on loans older than 2 yearsReceived managerial training in company structure and clients for planned promotion

St Joseph, Missouri, United States

Span of control- 20+ collection desks, 2 team leads and 1 full time skip specialistCultivated client relations through portfolio awareness programs and timely reportingIdentified profit opportunities with major clients and designed letter campaigns that increased cash flowSolidified departmental structure by basing changes on servicing commitments, profitability and efficiencyEstablished lines of communications for agents and service providers leading to one call resolutionsEvaluated collector file size and managed inventory accordinglyHired, trained, motivated, and developed collection staff and collection management staffEmphasized to staff importance of using the 8 steps of a collection call and ensured use through call monitoringWorked with the sales staff and clients to analyze collectability of delinquent accounts in an effort to help reduce writeoff percentagesManaged call center activity such as number of calls, average phone time, and time between callsFacilitated working relationship with owners and various departments to fluidly transition multi-level changesUtilized off site dialer service that resulted in an increase in attempts to contact by 300% within 6 monthsCreated a sense of urgency in the department through daily result feedback and leading by examplePhone pay bonus structure increased bottom line profitsPersonal incentives based on General and Administrative cost efficiency As an agent, increased revenue from existing clients in my portfolio by 125% within 6 monthsAveraged 350k in sales monthly with a topside of just over 400k-full department revenueManaged compliance to FDCPA policy and ensured all agents completed FDCPA certification trainingManaged medical portfolio according to HIPPA requirements

Span of control: 50+ agents in two facilities for a 3rd party collection agencyPredictive and progressive dialer management for 100+ agentsStrategically targeted account contact through dialing campaignsInstituted Peer Training program, developing future leadersResponsible for managing department productivityEvaluated staff on a production based compensation program including a 360 degree evaluationManaged the growth of the department from less than 10 employees to 120+ agentsInitial manager on site to train when the department expanded to another location Represented the company in court when accounts led to legal action Honored as Elite Club member and in turn, guided agents to membership

Span- 5 independent contractors Refurbished Nextel phones for several clientsNegotiated pricing for refurbishing major Nextel phone modelsManaged inventory controlUtilitized expertise of industry specialists to stay on cutting edge of reprogramming and inventory availabilityQuality control maintenance ensured 0 rejected shipped product during business tenureCreated finished product, testing each part for workability and visual appealMet various timelines to match demand for productEstablished relationships with national, regional, and local clients.Retained and developed client baseInstituted initial best practices and policy

Started in production and quickly became quickest producer of quality productThrough efforts, promoted to Quality Control for 10 production specialistsEnsured quality, timely fulfillment of orders ranging from 1 phone to 10,000Trainer for all departments of production floor: triage, production and quality controlAssisted in the design and building of new production floor Promoted to sales staff within 8 months of initial hiringThrough personal marketing and networking, developed relationships with over 30 Nextel dealers within 1 month of workWith cold calls and marketing campaign, sold more than 200 phones in first month