Joy M Hurley

• Make manual and automated outbound calls on delinquent accounts
• Call POE to verify employment
• Handled 130 outbound calls daily with goal of collecting owed debt.
• Managed delinquent accounts through effective communication and negotiation strategies.
• Used skip tracing resources to locate debtors and updated information in company system.
• Counseled debtors on payment options and arranged installment agreements.
• Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
• Processed payments and applied to customer balances.

Supervision and Leadership:

• Supervise 50 trainers in Duncannon, Lewisburg, Hazleton, and Delaware Valley, ensuring consistency and adherence to training standards.
• Provide guidance and support to instructors, fostering a positive and effective training environment.

Program Coordination:

• Coordinate, schedule, and approve the comprehensive driver training program.
• Oversee the licensing, certification, and recertification processes for the company's school bus drivers.

Resource Management:

• Manage the supply of training materials, ensuring availability for effective training sessions.
• Review and sign off on trainer paysheets, maintaining accurate records of training-related expenses.

Compliance and Documentation:

• Submit state and federal paperwork, ensuring compliance with regulatory requirements.
• Keep company files up-to-date, contributing to a well-organized and audit-ready documentation system.

Invoicing and Financial Management:

• Invoice outside companies for training services, demonstrating proficiency in financial transactions.
• Contribute to the financial success of the training program through effective invoicing practices.

Hands-on Involvement:

• Actively participate in the training program by driving daily school bus runs, gaining firsthand knowledge of the training process and driver experience.

Lead Management:

• Managed all incoming internet sales leads, ensuring prompt and efficient handling.
• Assigned leads to Sales staff based on relevant criteria and priorities.

Communication and Follow-up:

• Conducted email correspondence and phone calls to follow up on sales leads, fostering customer engagement.
• Assisted in maintaining proactive communication to drive sales opportunities.

Data Analysis:

• Generated sales reports to analyze lead performance and identify areas for improvement.
• Collaborated with system administrators and sales managers to implement data-driven strategies.

• Customer Financial Services Specialist, Carlisle Syntec
• Established credit accounts and determined credit lines for roofers and distributors.
• Processed payments, managed collections, and addressed customer inquiries via phone and email.
• Conducted research on invoice deductions, issuing credits as needed.
• Generated end-of-month reports to support financial operations.

Member Service Representative (Last Position):

• Accepted loan applications, opened new accounts, and provided comprehensive account information.
• Prepared loan contracts, disbursed loans, and managed loan payoffs through mailing or wiring.
• Conducted foreign currency transactions and balanced checkbooks for members.
• Trained tellers in loan processes and new account procedures.

Supervisory Role (Previous Branch):

• Supervised tellers, providing overrides for account issues and large check deposits.
• Managed cash shipments, balanced the vault and ATM, ensuring nightly branch closure accuracy.

Member Service and Loan Call Center:

• Answered incoming member calls, completed transfers and helped troubleshoot problems on accounts.
• Entered loan applications via phone
• Called out to dealerships to collect missing information for loans