Rob Schofield Email & Phone Number

United States

I lead a team of recovery representatives in their day to day responsibilities collecting on past due auto loans. I am responsible for coaching and empowering reps to handle any situation as well as assisting with their career development. I review and update department policies and procedures as needed to maintain efficiency and productivity. Expected to monitor call volume and exceed service level metrics to avoid abandoned calls.

In this role, I work with our dealership partners to build an ongoing relationship by using a high level of professionalism and selling the value of Ford Credit. To do this, I review potential mutual customer's credit applications and balance the needs of our dealers with the associated risk to our organization.

Colorado Springs, Colorado Area

As a collections customer service representative, I provide account support for customers who are delinquent with their loan payments. While navigating through a variety of system applications and speaking with customers about their vehicle financing, I must utilize strong communication, analytical, and problem-solving skills to find the appropriate solution to bring accounts current. In determining the best solution for the customer and Ford Credit, I must be empathetic, emotionally resilient… Show more As a collections customer service representative, I provide account support for customers who are delinquent with their loan payments. While navigating through a variety of system applications and speaking with customers about their vehicle financing, I must utilize strong communication, analytical, and problem-solving skills to find the appropriate solution to bring accounts current. In determining the best solution for the customer and Ford Credit, I must be empathetic, emotionally resilient and always maintain a professional demeanor. Show less

Colorado Springs, Colorado

Call Center Manager/Warehouse ManagerAssisted a team of 3-5 agents manage incoming calls, emails and purchase orders from customers. Responsible for maintaining, stocking and assisting customers in our showroom. As warehouse manager I directed employees on daily duties to include picking and packing orders, shipping and receiving and managing inventory. On average we processed between 150-250 orders daily. I was responsible for sorting orders, looking for fraudulent activity and managing… Show more Call Center Manager/Warehouse ManagerAssisted a team of 3-5 agents manage incoming calls, emails and purchase orders from customers. Responsible for maintaining, stocking and assisting customers in our showroom. As warehouse manager I directed employees on daily duties to include picking and packing orders, shipping and receiving and managing inventory. On average we processed between 150-250 orders daily. I was responsible for sorting orders, looking for fraudulent activity and managing productivity. Show less

Manage a team of 15 or more Customer Care agents in call center environment. Directs and/or manages all activities associated with call center operations, including developing and implementing policies and procedures on systems. Responsible for coaching and developing the agents on quality, efficiency and first call resolution. Ensures each agent meets or exceeds all performance and service requirements.

Responsible for analyzing customers financial needs, to include offering the right product for those needs, while showing the customer the personal benefits of each product. Resolved difficult customer situations effectively while delivering friendly customer service and ensuring the highest level of customer satisfaction. Performance requirements include meeting goals in sales and customer satisfaction.

Responsible for the daily operations and profitability of the branch. Performed local marketing to increase new customer growth and brand awareness. Held accountable for collections on past due accounts to maintain minimal store debt. Organized and maintained accurate store and bank deposit records. Ordered store supplies and ensured store appearance was clean and professional. Function as a subject matter expert in operations and policies for all store associates to ensure exceptional… Show more Responsible for the daily operations and profitability of the branch. Performed local marketing to increase new customer growth and brand awareness. Held accountable for collections on past due accounts to maintain minimal store debt. Organized and maintained accurate store and bank deposit records. Ordered store supplies and ensured store appearance was clean and professional. Function as a subject matter expert in operations and policies for all store associates to ensure exceptional service. Interviewed, hired, trained and evaluated all staff on performance expectations. Show less

Managed a team of 15-20 customer service associates and was responsible for day-to-day supervision of the team. Monitored associates' calls focusing on performance development, call handling statistics and service level adherence. Responsible for performance reviews, monthly and annually, to assess strengths and development needs providing feedback and opportunities for growth. Coached, trained and developed associates and lead other center quality initiatives. Ensured complete and efficient… Show more Managed a team of 15-20 customer service associates and was responsible for day-to-day supervision of the team. Monitored associates' calls focusing on performance development, call handling statistics and service level adherence. Responsible for performance reviews, monthly and annually, to assess strengths and development needs providing feedback and opportunities for growth. Coached, trained and developed associates and lead other center quality initiatives. Ensured complete and efficient customer interactions as well as handled all escalated calls for my team. Show less

Education record

Business Administration And Management, General

Major Business

Company Sponsored Training: 2003- Giving and Receiving Feedback 2003- Leadership through Coaching 2003- Giving Recognition 2002- Civil.

Education record