Alexander Hilliard
@alexanderhilliard
Collections and call center operations manager improving delinquency results through hands-on leadership.
United StatesWhat I'm looking for
I’m a Call Center Operations and Collections Manager with a “proven success” track record and a hands-on approach to leading high-volume inbound and outbound teams. At JPMorgan Chase & Co., I serve as a Collections Manager II, directing day to day operational strategy for collections and service phone teams and managing supervisors, trainers, and job coaches supporting (100+) collectors.
My work centers on daily, monthly, and yearly planning to negotiate payments and define the next course of collections action while informing customers of account status and exceeding satisfaction expectations. I’ve led servicing auto collections and supported loan and lease accounts from origination to pay/charge off, including customer care and service functions such as title info, payoff, and lease turn in.
Before that, I led branch-level collections and customer service as a Branch Manager / Collections Supervisor at U.S. Auto Credit dba Auto Credit of Tampa LLC. I managed outbound/inbound call center collections and customer service representatives, oversaw loan originations, underwriting, and loan funding, and handled delinquency from origination through charge-off—covering repossession assignment and deficiency balance resolution.
I’m also experienced in business development and operations leadership, including roles as a Business Development Manager and Operations Manager where I managed dialer strategies, created campaigns and scripts, monitored regulations and work-flow across multiple branches, and trained and evaluated teams. I bring negotiation, sales, project coordination, and “great under pressure and deadlines” execution, backed by training and certifications including Harvard ManageMentor and FMCC financial analyst / certified auto loan analyst & underwriter.
Experience
Work history, roles, and key accomplishments
Led day-to-day collections and service call center operations, managing supervisors, trainers, job coaches, and 100+ inbound and outbound collectors. Drove collections strategy and payment negotiations while providing customer account status updates and handling auto loan and lease servicing through pay/charge-off.
Branch Manager / Collections Supervisor
Auto Credit of Tampa LLC
Jan 2009 - Jan 2014 (5 years)
Managed inbound and outbound call center collections and customer service teams, overseeing loan originations, underwriting, funding, and daily employee operations. Directed delinquency handling from origination through charge-off, managed repossession assignments and deficiency resolution, and led hiring, evaluations, and improvement plans.
Supervisor / Asst Finance Mgr
CNAC Finance Company / JD Byrider
Jan 2007 - Jan 2009 (2 years)
Supervised collections and customer service representatives and resolved delinquencies from 1 day past due through charge-off. Monitored call performance, managed attendance and payroll, evaluated program and personnel performance, and supported credit offer review with JD Byrider sales managers.
Business Development Manager
Ernie Haire Ford and Companies
Jan 2000 - Jan 2007 (7 years)
Managed phone-based customer-facing appointment setters and customer service representatives for franchise auto and motorcycle dealerships. Ran dialer-based inbound and outbound call strategies, led hiring for the business development center, supported telemarketing campaigns, and transitioned to Ford Credit credit decisions using risk-model analysis.
Operations Manager
General Electric (GE)
Jan 1993 - Jan 2000 (7 years)
Advanced from supervisor trainee to operations manager and managed supervisors, quality assurance, and HR staff across up to 200 full- and part-time telemarketing representatives in 28 branches. Built and monitored dialer campaigns and scripts, managed schedules and workflow, and supported sales of life enhancement products to Fortune 500 companies and third-party vendors.
Education
Degrees, certifications, and relevant coursework
Harvard ManageMentor
Management training (32-session program), Management
2015 - 2016
Completed the Harvard ManageMentor 32-session management program from 2015 to 2016.
Central Western University
Bachelor of Science, Business Administration
Studied Business Administration at Central Western University and earned a BS.
Southwestern Christian College
Business and Computer Science
Studied Business and Computer Science at Southwestern Christian College. Degree details were not provided.
Custer High School
Diploma
Earned a high school diploma from Custer High School.
FMCC
FMCC Certified Auto Loan Analyst/Underwriter, Auto loan analysis and underwriting
Earned FMCC certification as a certified auto loan analyst/underwriter.
FMCC
FMCC Customer Service Certificate, Customer Service
Earned an FMCC customer service certificate.
Microsoft
Microsoft MCSE, Networking and Computers
Completed Microsoft MCSE training/certification in networking and computers.
State of Florida
Notary (State of Florida, renewable), Notary Public
Holds a Florida notary commission (renewable).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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