Open to opportunities

Shay Ram

@shayram

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Experienced collections and customer success manager with strong leadership skills.

United States

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What I'm looking for

I am seeking a role that values leadership, teamwork, and customer satisfaction, with opportunities for growth.

I am a seasoned professional with over 13 years of cumulative expertise, including 8.5 years in legal settings and the remainder in finance. My career has been defined by my ability to lead teams effectively, achieving significant revenue targets while ensuring high levels of client satisfaction. I have successfully managed teams of up to 35 collectors, consistently reaching monthly revenue goals of $26 million. My leadership style fosters a positive work environment that emphasizes teamwork, effective communication, and a customer-centric approach.

Throughout my career, I have developed a strong proficiency in operational management and strategy, particularly in collections and customer service. I excel in navigating fast-paced, high-pressure situations, utilizing advanced problem-solving and project management skills to optimize performance. My experience includes conducting performance evaluations, coaching, and implementing strategic initiatives that enhance procedural efficiencies. I am also well-versed in human resources functions, ensuring compliance with regulatory standards while supporting a well-regulated employment environment.

My adaptability and customer relations skills have been instrumental in managing multiple projects and resolving sensitive customer interactions. I am committed to securing customer loyalty and enhancing service delivery, which has been a cornerstone of my professional ethos. I am now looking to leverage my extensive experience in a challenging new role that allows me to continue driving success and fostering positive team dynamics.

Experience

Work history, roles, and key accomplishments

Current

Account Receivables: Credit and Collections Manager

Current

PharMerica-Bright Spring Health Services

Feb 2024 - Present (1 year 3 months)

Managed, investigated, and approved multiple projects and ARs with effective problem-solving capabilities to ensure correct and updated credit balances and invoices, as well as issuing and applying refunds. Handled difficult customer situations with urgency, accuracy, and professionalism, ensuring customer loyalty and retention with regards to AR trends, customer payment patterns and other key fac

Accounts Receivable Billing Customer Service

Collections & Negotiations Supervisor

Americor Funding

Feb 2023 - Feb 2024 (1 year)

Demonstrated leadership and industry expertise to guide a team of collectors towards achieving an ambitious monthly revenue goal of $8 million, while maintaining high client satisfaction levels. Cultivated a positive work environment characterized by teamwork, open communication, utilized motivational strategies to drive financial performance and a strong customer service ethic.

Collections Team Leadership Customer Service Compliance

Customer Success/Collections Manager

Bounce AI Inc.

Feb 2022 - Feb 2023 (1 year)

Developed and implemented strategic product changes and collection techniques aimed at enhancing liquidation rates, debtor satisfaction, and client satisfaction. Optimized recovery processes to consistently meet or exceed weekly targets, resulting in a 20% increase in recovery rates over the previous collection period.

Strategy Development Collections Team Leadership HR Management

Legal Resolution Supervisor

Rapid Finance

May 2020 - Feb 2022 (1 year 9 months)

Skillfully managed inbound and outbound communications, including calls, texts, and emails, addressing defaulted payments. Successfully negotiated and established repayment plans and settlement arrangements, aligning with both individual client needs and company goals.

Negotiation Legal Compliance Data Management

Real Estate & Banking Paralegal Supervisor

Mavrides, Moyal, Packman & Sadkin LLP

Feb 2019 - May 2020 (1 year 3 months)

Expertly prepared and drafted a variety of legal documents including affidavits, legal memoranda, attorney and client verification by affirmations, notice of commencements, legal articles, covering all phases of litigation. Managed over 200 legal files monthly, ensuring comprehensive documentation for successful legal proceedings.

Document Management Compliance Collections

Operations Manager

Los Gatos Electric, LLC

Sep 2016 - Feb 2019 (2 years 5 months)

Managed a dynamic team of electricians and technicians, overseeing scheduling and project execution to meet organizational goals. Collaborated closely with the company owner to align operations with strategic objectives, resulting in a 20% increase in operational efficiency.

Operations Management Team Leadership Project Coordination Administrative Support Sales Support Customer Relationship Management Recruitment

Senior/ Lead Paralegal

Relin, Golstein, and Crane LLP

Mar 2014 - Sep 2016 (2 years 6 months)

Acquired comprehensive knowledge in Legal, Systems, Status, and Demand codes, ensuring thorough case preparation and documentation accuracy. Engaged in detailed discussions with courts, attorneys, and clients concerning case specifics across various legal proceedings, while demonstrating proficiency in the New York State Courts Electronic Filing process.

Court Interaction E Filing

Legal Account Manager

Selip & Stylianou LLP

Sep 2012 - Mar 2014 (1 year 6 months)

Expertly managed both inbound and outbound communication with a diverse client base including debtors, attorneys, real estate agents, and various official representatives. Resolved complaints and facilitated discussions, achieving a customer satisfaction rate exceeding 90% through effective communication and problem-solving skills.

Conflict Resolution Documentation Technical Support Legal Compliance