Robert Wagoner Email & Phone Number

Tampa, Florida, United States

Responsible for delivering on our commitment to provide an exceptional experience for Chase Auto customers and employees. I partner with Auto team members, cross-functional teams and CCB partners to develop and drive Auto’s customer obsession roadmap. I help identify opportunities for improvement and manage the execution of those improvements for all Chase Auto customers and employees.

Tampa, Florida, United States

• Lead and participate in business development initiatives of various sizes and scopes, ensuring that assigned projects are implemented within target dates • Manage multiple business development initiatives simultaneously through the full life cycle from the planning phase through implementation• Partner with Business Leaders to organize established implementation plans which include staffing, communications, systems access, training, telephony and procedure update requirements• Ensure initiatives are well defined and aligned to the Chase Auto Collections business practices• Ensure that all risks and issues associated with an initiative are well understood, raised, prioritized and escalated (when appropriate)• Work efficiently with a view to high-quality work product and quick to market solution• Liaise with cross line of business partners to interpret / clarify requirements• Partner closely with Operations Leadership and staff to understand challenges

Tampa, Florida, United States

• Managed team of 14-20 collection specialists ensuring unit objectives and standards were met• Compile and analyze statistical data relative to unit productivity, monitor live calls, provide coaching feedback, and lead team to achieve department collection goals• Communicate changes to policies and procedures that impact the business• Allocate resources to accommodate business needs and scheduling• Train new staff members• Conduct performance reviews and suggest recommendations for corrective action and dismissals

Tampa/St. Petersburg, Florida Area

Supervise team of 10-14 representatives in performing inbound and outbound calls to assist customers with loan modifications, short sales, deed in lieu requests and settlements in attempts to avoid foreclosure.Maintain focus on employees completing objectives as required by the line of business, which includes but is not limited to monthly underwriting decisions, obtaining complete and perfected loan modification documents, trial modification payments, final signed loan modification agreements, BART tasks (employee follow up/welcome calls), aged account reviews and consistent follow up with customers to advise loan modification statuses.Supervisor responsibilities which consist of completing side by side coaching sessions with each employee twice per month, completing a one-on-one session with each employee once per month, completing randomized loan reviews daily for work efforts, completing 5 quality assurance evaluations for each employee monthly, review and escalate any aged files in underwriting awaiting a decision, BART review, mid month KPI (key performance indicators) review with each employee, attendance and punctuality recording and FDCPA reporting to ensure employees are in compliance with federal laws.

Tampa/St. Petersburg, Florida Area

Supervise team of 8-10 representatives in performing inbound and outbound collections of delinquent home equity loans (30-119dpd).Maintaining focus of resolving the delinquency to loans in the collections portfolios by pressing for loan modification when applicable along with meeting the department expectations for collections results. Daily responsibilities which consist of generating daily reports of supervisor team rankings, month to month collection results comparison, team daily targets, random account reviews with synopsis, quality assurance, weekly coaching sessions/meetings with team and handling escalated calls.Assisting other teams and peers on a daily basis to help achieve goals and boost morale.Assist and train new hires monthly. Including negotiation skills, utilizing skip tracing resources, Loss Mitigation referrals, modification and extension/reage programs, systems and program training.Perform Monthly Evaluations based off of collections performance, KPI targets, Quality Assurance and Loss Mitigation referrals.Handling escalated calls and offering assistance to customers which include repayment plans, 10.04 forbearance referrals, loan modification assistance (including pending paperwork needed), soliciting extensions and reages, and alternative programs such as short sales and settlements.

Tampa/St. Petersburg, Florida Area

Collect on primarily 2nd mortgages ranging from 1-119dpd.Consistent Top Performer /Collector in front-end, hybrid and back-end collections.Had two lateral promotions within six months, resulting in an increase of collection efforts floor wide.Relief supervisor/Job Coach – Assisted collection supervisor while out, including supervisor responsibilities.Achieved management issued goals nine months consecutive.

Tampa/St. Petersburg, Florida Area

Increased Florida local business sales 37%.Managed 9 (5 outside/4 inside) sales representatives in Florida.Assisted in developing CD-rom catalogs for increased sales.Resolved customer related issues regarding billing, credits and product orders.Assisted corporate-wide salesmen in locating needed product for clients nationwide, which helped increase revenue.Assisted outside sales personnel with generating new business (door-to-door and via telephone) and promoting offers to current clients.

Fairfield, Nj

Promoted from sales representative to Sales/Operations manager in 2001.Expanded sales team from 2 to 7 representatives, which increased sales by 42%.Created full-color catalog books identifying all products offered, which also increased revenue.Daily PR work with clients to assure quality of product and resolve any customer related issues or concerns.Maintained and increased sales for company’s largest client (Sears Roebuck, Automotive Group)