Doug Spitler Email & Phone Number

Westminster, Co, Us

Westminster, Co, Us

Broomfield, Colorado, United States

Act as liaison with vendors with respect to escalated billing, facilitating dispute resolution in a timely manner. Effectively communicate issues and concerns and negotiate favorable returns with dispute resolution

Broomfield, Co

Act as liaison with vendors with respect to billing, facilitating dispute resolution in a timely manner. Effectively communicate issues and concerns and negotiate favorable returns with dispute resolution. Responsible for the analysis and implementation of Access Cost Management processes.• Was able to reduce the overall dispute balance by 50%, reducing from $170 million to $75 million.

Provide supervision of 15+ customer service collection representatives and team lead. Foster an environment where employees enjoy high levels of morale and are motivated to deliver top performance, while collecting delinquent accounts. Created and implemented methods to achieve company and personal goals. Encourage team members to achieve these goals by providing individual feedback and review. Deescalating customer and serve as subject matter expert for all system, policy and procedures.• Designed and launched the High Balance Risk Mitigation department. Saved the company $5.7 million in bad debt and retained 4k customers. Results were caused by policy creation/compliance, performance analysis, leadership coaching & development, instructional design, facilitation and communication• Provide career advancement opportunities for over 90 employees, by developing a new position in the High Balance Risk Mitigation department• Developed and implemented automated reporting which provided real time data to representatives that allowed for lowering overall Call Resolution Time from 200 to 195.• Created an automated tool to document customer’s accounts for the representatives. Ensured accurate and consistent customer data was captured.• Exemplified the World Class customer service delivery, helping lead the company to win 17 of the last 21 JD Power Customer service awards.• Chosen to manage teams of 25+ representatives on multiple occasions.• Selected to redesign the supervisor holiday time off calendar and representative time off process to ensure optimum coverage at peak times.

Compiling of statistics and explaining them to the team. Approving of credits submitted by representatives. Creating methods to achieve company and personal goals. Implementing these methods within the team to reach these goals. Contact for any questions or help on customer accounts. Taking of escalated calls. Supervision of team in absence of Supervisor.

Customer Service dealing with payments and solving problems that happen on mobile phone bills. Taking escalated calls.

All aspects of building construction, including building of cabinets, refinishing doors.

Assisted with the process of creating and implementing marketing strategies designed to challenge the competition, helped make hiring decisions, balanced daily cash, made daily deposit to bank, reconciled daily totals, and resolved credit requests. Supervised day to day activities of staff, trained staff on all store activities. Assisted with approving of all time cards. Delivering of book order forms to professors, retrieving of book orders from professors, processing book orders from professors. Made order decisions on books, created buyback lists and prices, placed orders for books, set shelves and completed returns on overstock books. Helped maintain and fix any problems with computer work stations. Was contact person for upgrading of network and server.

Computer Science

Computer Science