RONALD L. WHITAKER
MCCARTHY BURGESS & WOLFF
Indianapolis
20
years of professional experience
Results-driven Collections and Account Management professional with nearly 20 years in consumer collections and debt recovery. Expertise in developing repayment solutions, resolving delinquent accounts, and adhering to collection regulations. Experienced leader in coaching and employee development, with a strong focus on operational efficiency and effective communication to achieve positive account resolutions.
Work History
Collections Specialist
5 Months- Contacted debtors via telephone, email, and mail to negotiate payment arrangements, successfully resolving delinquent accounts.
- Analyzed debtor accounts to identify effective collection strategies and tailored repayment solutions.
- Ensure collection activities are conducted in accordance with applicable federal and state laws, regulations, and company policies.
- Maintain accurate records of customer communications, account activity, and payment agreements.
- Collaborated with legal teams to support collection efforts and court-related processes.
- Delivered professional and respectful customer service to facilitate positive account resolutions.
Detention Deputy
1 Year 2 Months- Monitored inmate conduct to ensure compliance with policies, regulations, and procedures, contributing to a secure environment.
- Screened visitors and individuals entering the facility to help prevent contraband and unauthorized weapons from entering the facility.
- Escorted inmates within and outside the facility in accordance with established security procedures.
- Maintained order and discipline while enforcing policies on restraints and physical force, promoting safety within the facility.
- Coordinated inmate schedules for work assignments, visits, and appointments to enhance operational efficiency.
- Maintained professionalism and composure in high-pressure situations while ensuring safety and compliance with facility procedures.
Account Manager
1 Year 5 Months- Guided customers through vehicle reclaim process post-repossession to ensure understanding and compliance.
- Contacted customers by telephone, email, and mail to discuss account status and payment options.
- Collaborated with asset recovery team to facilitate timely vehicle delivery during redemption process.
- Engaged with customers via telephone, email, and mail to clarify account status and explore payment options.
- Assisted customers with the vehicle reclaim process following repossession.
Account Manager / Collections
11 Months- Contacted residents regarding outstanding ledger balances, facilitating account resolution.
- Discussed government and state assistance programs with residents facing financial hardship, aiding in their financial stability.
- Communicated with residents through telephone, text messaging, and fax to provide convenient communication options.
- Communicated with residents via telephone, text messaging, and fax, ensuring accessible and efficient communication.
- Assisted property management with delegating daily duties among maintenance staff and leasing agents.
- Organized community functions focused on resident growth and community betterment.
Collections Specialist
2 Years 5 Months- Contacted customers by telephone and mail to address delinquent accounts and facilitate timely resolutions.
- Evaluated customer circumstances and recommended appropriate repayment options.
- Contacted customers by telephone and mail regarding delinquent accounts.
- Processed debit, credit, and check payments to effectively resolve delinquent accounts and restore customer trust.
- Provided customers with information and guidance to support successful account resolution.
- Guided customers with information and strategies to achieve successful account resolution and maintain positive payment histories.
Collections Representative
2 Years 5 Months- Developed collection strategies and action plans to recover outstanding payments.
- Established and maintained professional relationships with debtors to facilitate payment recovery.
- Developed targeted collection strategies and action plans, enhancing recovery of outstanding payments.
- Updated account statuses and customer information in company databases.
- Followed company procedures to determine collection actions.
- Processed payments and documented account activity to ensure accurate account management.
Team Lead / Supervisor
4 Years 10 Months- Monitored department performance and ensured team expectations were consistently met.
- Supported collectors in resolving challenging customer interactions and complex account issues.
- Produced daily performance reports to track collection representative metrics and outcomes.
- Assisted collectors with difficult customer interactions and second-level account resolution.
- Reviewed customer issues and complaints and helped resolve escalated concerns.
- Facilitated weekly meetings with collectors to discuss improvement strategies and professional development.
Unit Collections Manager
3 Years 3 Months- Supervised collections team of 15 employees, enhancing team cohesion and performance.
- Established daily production goals for employees and team, driving accountability and focus.
- Assisted with escalated customer calls and resolved customer complaints.
- Ensured team members followed company policies and procedures.
- Conducted interview screenings for prospective new hires.
- Maintained accurate records for assigned staff and monitored employee performance.
- Developed team members through call monitoring, coaching, and side-by-side training to improve customer interactions.
Account Representative
1 Year 2 Months- Managed a high-volume call environment, completing a minimum of approximately 250 outbound calls and 100 inbound calls daily.
- Advised debtors on payment plan options and account requirements to facilitate financial resolutions.
- Accepted payments by telephone and online to help customers bring accounts current.
- Reviewed and verified documentation to determine eligibility for hardship programs, enhancing customer support.
- Utilized Noble and FACS systems for daily operations.
- Executed skip-tracing techniques to locate debtors, improving account recovery efforts.
- Provided coverage for payment center coworkers during breaks and lunches.
Education
No Degree - Criminal Justice
Skills
Debt Collection & Recovery
Delinquency Management
Payment Negotiations
Account Resolution
Skip Tracing
Payment Processing
Account Research
Compliance & Regulatory Procedures
Compliance management
Complaint resolution
Collaboration Techniques
Telephone
Email & Written Communication
Conflict Resolution
Customer Education
Account Performance Tracking
ADDITIONAL STRENGTHS
- Nearly 20 years of collections and account management experience
- Extensive experience handling delinquent consumer accounts
- Strong background in payment negotiations and account resolution
- Proven leadership and supervisory experience
- Experience training, coaching, and developing collection employees
- Comfortable working with high-volume accounts and customer interactions
- Skilled at maintaining professionalism during difficult conversations
Timeline
Collections Specialist
MCCARTHY BURGESS & WOLFF
02.2026 - CurrentRead More
Detention Deputy
MARION COUNTY SHERIFF'S OFFICE
06.2023 - 08.2024Read More
Account Manager
CNAC/BYRIDER
01.2022 - 06.2023Read More
Account Manager / Collections
INDIANAPOLIS APARTMENT GROUP
01.2021 - 12.2021Read More
Collections Specialist
SALLIE MAE BANK
08.2018 - 01.2021Read More
Collections Representative
PHOENIX FINANCIAL SERVICES LLC
03.2016 - 08.2018Read More
Team Lead / Supervisor
COASTAL CREDIT LLC
05.2011 - 03.2016Read More
Unit Collections Manager
SALLIE MAE
02.2008 - 05.2011Read More
Account Representative
HARRIS & HARRIS CALL & PAYMENT CENTER
11.2006 - 01.2008Read More
Robert Morris College
No Degree from Criminal Justice
Read More