Nicholas Moncrief Email & Phone Number

Santa Ana, California, United States

United States

Costa Mesa, California, United States

Irvine, Ca

I was promoted to spearhead a newly established west coast office focused on enhancing quality of service provided to customers and dealers. I manage site operations leading a staff of Customer Service and Sales Support associates. I also collaborate cross-functionally with leadership at our home office to provide detailed updates on staff performance, system functionality and recommended enhancements to optimize operational efficiency. I am dedicated to partnering with staff to drive positive result through patient coaching, mentoring and training. I capitalize on my interpersonal skills, seeking to learn and apply knowledge gained from each interaction. Some of my accomplishments include:• Drive customer retention by resolving complex billing issues hindering execution of new lease orders through careful assessment and proposal of permanent solutions. • Complete daily call and email quality assessments to identify areas of opportunity and ensure delivery of best in class service. • In order to reduce excessive travel costs, eliminate waste, and streamline operations, I review travel expenses and existing budgets, which led me to devise and implement supplemental travel guidelines, subsequently reducing travel costs for the Irvine location by 15-25%. • Work on several cross-functional projects related to technology upgrades and process changes such as the implementation of a VOIP phone system and a customized Salesforce platform. • Established recurring inter-office updates to discuss operational performance, functionality and opportunities with Human Resources, Information Technology and support staff management.• Further increased office morale by organizing a variety of contests, raffles and group outings, which help, enhance team cohesiveness and communication.

Mount Laurel, Nj

I lead a team of customer service representatives accountable for resolution of inquiries from inception to completion regardless of time or complexity. I provided daily direction and communication ensuring all requests were responded to in a timely, efficient and accurate manner. Each phase of the customer service process was carefully monitored for turnaround time, quality of response and resolution. Requests were related to complex billing, service and end of lease inquires, which required timely follow up and often the need to coordinate across several departments to ensure satisfactory completion. I allocated time across many priorities including call escalations, staff support, project initiatives and real time monitoring of team performance against Service Level Agreements (SLA). A few of my accomplishments included:• Worked cross functionally with teams to complete projects including the design and implementation of a Customer Portal, which resulted in recognition by senior management in the form of a CAPA Award for innovation.• Lead a project team in the company wide implementation of an electronic imaging process reducing daily paper consumption by up to 2,000 sheets per day.• Demonstrated an ability to redirect challenging conversations, build trust and ultimately resolve customer concerns, which resulted in almost none of the 3-5 escalated calls per week being raised to a manager.

Greater Philadelphia Area

In my role as Collections Manager I was able to apply my prior experience to lead a team of 8 direct reports targeting the recovery of monies past due up to 91+ days. Under my guidance I was able to drive positive month end performance results by establishing rapport with each team member and partnering to create a communication strategy centered on building relationships with slower paying customers. Our success was predicated on customers prioritizing our financial responsibility, which required a more tactical, softer approach to interactions. Reinforcement of this philosophy helped de-escalate many conversations and redirect them toward mutually beneficial solutions, keeping customers paying and reducing the amount of outstanding past due monies. These solutions included restructured contractual terms, incentive based fee concessions, payment plans and in some cases the voluntary surrender of our asset(s). A few of my accomplishments included:•Consistently exceeded the departmental goal of 10% delinquency against the portfolio by averaging 3% - 5% month over month.•Identified the need for more synergetic communication amongst the team and implemented daily morning meetings to review past due numbers, share strategies and recognize individual successes to help drive department performance and overall morale.•Negotiated modified terms for existing accounts to avoid potential losses associated with $100,000 - $250,000 of contract value each month by identifying the ideal balance between customer and internal financial requirements.

Greater Philadelphia Area

Coordinated with litigation firms and U.S. Bankruptcy Courts to ensure timely communication, filing, and ongoing active case monitoring.Some of my accomplishments included:•Corresponded with legal counsel and customers to navigate bankruptcy processes and ensure all creditor-filing deadlines were met, while protecting asset interests and maximizing recovery proceeds.•Served as point of contact for external asset recovery network that providing timely administrative support in asset recovery and outstanding debt collection.

Greater Philadelphia Area

Oversaw office operations, and handled key administrative duties, such as monitoring daily loan repayment operations, processes and reporting for the Merit Capital Advance Subsidiary. Partnered with HR on hiring, training, and developing a direct report staff of up to 15 customer service and collection representatives.Some of my accomplishments included:• Collaborated with C-Suites to design and launch fully staffed subsidiary aimed at providing more diverse loan origination solutions within 12 months.• Met with senior managers to provide weekly and monthly briefings for over 125 client status accounts and proposing solutions for non-performing loans, resulting in consistent and clear communication.• Proposed and implemented a secret shopper initiative to validate credit card terminal connectivity and expedite repayment for slower performing accounts.

Greater Philadelphia Area

Established strong relationships with commercial equipment resellers seeking to drive sales revenue by including financing options with new order proposals. Developed a strong understanding of the credit approval process and various reporting agencies, such as Dunn & Bradstreet and Experian. Ensured compliance with all internal policies and procedures related to credit approval, lease contracts and receipt confirmation of all required documentation. A few of my accomplishments included:• Reviewed credit reports and proposed contracts providing creative solutions on behalf of clients, resulting in meeting sales goals and increasing client loyalty. • Generated over $1mm in new leasing volume and was recognized by management with 3 top sales performance awards. • Consistently exceeded outbound sales call goals by averaging over 75 calls per day.