Davy Collins
Rapid City
Summary
Dynamic professional with extensive experience at Cascade Financial Services, excelling in problem-solving and critical thinking. Proven track record in leading bankruptcy processes and implementing effective policies, consistently meeting KPIs. Skilled in managing large teams and enhancing service quality through training and performance metrics.
Overview
14
14
years of professional experience
Work History
Default Lead
Cascade Financial Services
Phoenix, AZ
11.2020 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Lead for all bankruptcy processes including delinquency reviews, Proof of Claims, Motion for Relief, Reaffirmation Agreements, payment audits, escrow analysis and plan reviews.
- Created reporting for KPI tracking and have met all KPI's every month
- Created and implemented policies and procedures for all bankruptcy processes
- Review property preservation processes to include inspection reviews, securing homes, and damage reviews
- Create and implement process improvements
- Conduct monthly scorecard reviews for representatives to monitor the quality and quantity of work performed
- Conducted bankruptcy and property preservation training for existing employees as well as new hires
- Conducted one on one meetings with representatives to improve quality
- Created databases for all bankruptcy processes to track filing, attorney accuracy, and timeliness of filing documents with the Bankruptcy Courts
Customer Service Representative
Signify Health
Rapid City, SD
07.2019 - 11.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded monthly goals for booking appointments for clients health services appointments
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Call Center Manager
Black Hills Pediatric Dentistry
Rapid City, SD
03.2018 - 07.2019
- Developed training programs, mentoring staff to improve customer interaction and service quality.
- Implemented performance metrics, ensuring consistent adherence to quality standards across the team.
- Analyzed call data to identify trends, driving strategic improvements in service efficiency and patient satisfaction.
- Conducted regular performance reviews, providing feedback and fostering professional development among team members.
- Evaluated data to identify trends and determine customer service needs.
Ditech Financial
Bankruptcy Supervisor
Irving, TX
09.2011 - 12.2017
- Responsible for supervising the administrative clerk team, quality assurance team, and payment reconciliation teams. Duties include approving cramdown audits, performing review audits, daily reporting, and various coaching side by sessions. I have also assisted supervising the Proof of Claim team for a period of time.
- Managed an escrow analysis review team to ensure escrow is set up appropriately.
- Managed a bankruptcy loss mitigation mediation team.
- Streamlining processes to ensure consistency and timeliness in all processes within the bankruptcy department
- Handle escalation phone calls to resolve customer conflicts and ensure that they were handled timely and efficiently.
- Experience with Proof of Claims, 4002.1, Motion for Reliefs, Reaffirmation Agreements, Objections, plan reviews, delinquency reviews, payment audits to resolve disputes and releasing from Bankruptcy.
- Conducted new hire training for two bankruptcy quality assurance teams
- Assisted in creating reporting to track processes and KPIs
- Assisted in created databases to improve tracking and accuracy of quality control team
Education
High School Diploma -
Central High School
Rapid CitySkills
- Problem-solving
- Time management
- Multitasking
- Critical thinking
- Effectively managing large teams to ensure deadlines are met and within servicing requirements
Timeline
Default Lead
Cascade Financial Services
11.2020 - Current
Customer Service Representative
Signify Health
07.2019 - 11.2020
Call Center Manager
Black Hills Pediatric Dentistry
03.2018 - 07.2019
Ditech Financial
Bankruptcy Supervisor
09.2011 - 12.2017
High School Diploma -
Central High School