| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Celina, TX Cell: PHONE NUMBER AVAILABLE EMAIL AVAILABLESummaryHighly skilled Call Center Operations Leader with over thirty years of operational leadership experience. Natural leader with high degree of integrity and outstanding work ethic. Driven to motivate teams to consistently exceed business goals. Proven success at improving team performance utilizing innovative management techniques. Excels in staff development and retention by coaching and building loyal teams who promote pride in both company and job. HighlightsStrong commitment to ethics, integrity, and character Building organizational bench-strength Leadership courage Employee developmentStrategic change leadership Reducing attritionPerformance improvement Motivating staffProcess enhancement Performance recognitionAccomplishmentsImplemented employee engagement program resulting in a 50% decrease in annual employee turnover Implemented recovery program which produced a net recovery of $847,077 in previous losses (2010-2012) Implemented compliance program to obtain Credit and Collection Compliance Officer (CCCO) certification for all Managers through ACA InternationalExperienceProdapt North America - Richardson, TX April 2024 to August 2024 Associate Director Operational ExcellenceSite Lead for Call Center operations servicing inbound Customer Retention calls for a national Internet/TV/Phone provider Conifer Health Solutions - Frisco, TX February 2015 to January 2024 Operations Manager - Revenue Cycle Solutions PSS Early Out Self Pay Medical Facility and Physician billing Patient responsibility. Led multiple Collection and Patient Service Teams servicing all of Conifers Clients to deliver best in class financial solutions and superior Patient experience. Led office and remote blended (inbound/outbound) Phone Teams servicing and collecting Patient Responsibility balance after insurance Led Contact Center Support Teams on multiple systems Provided leadership for both St. Louis and Frisco PFS Contact Center Teams and Client Support Team to handle inbound and outbound Dialer calls. Successfully led the migration of the St. Louis PFS line of business to Frisco. Built and led the PFS TCPA Teams to handle outbound manual-dial calls to cell phones as governed by the Telephone Consumer Protection Act of 1991 restricting the use of automated telephone dialing systems Continued analysis of strategies and growth pertaining to appropriate file penetration and staffing levels to achieve Client and Patient satisfaction expectationsSierra Auto Finance - Dallas, TX August 2013 to August 2014 AVP - CollectionsLed the customer service and collection activities of a $160M sub-prime auto loan portfolio consisting of originated and purchased loans. Accountable for the development and performance of the 30-60 day delinquent and First Payment Default Teams. First Payment Default Team also responsible for new loan Welcome Calls, verification and identifying potential Dealer or Customer fraud On-site monitoring of collections strategy, performance and re-marketing efforts of Third-Party Collection Agency Southern Auto Finance Company (SAFCo) - Orlando, FL November 2007 to February 2013 Director of CollectionsSole responsibility for all aspects of the Orlando Operations/Call Center managing customer service and collection activities of a$170M sub-prime auto loan portfolio consisting of originated, purchased and serviced sub-prime and buy-here-pay-here auto loans. Accountable for performance, development, and retention of 90 internal employees as well as numerous external vendors. Exceeded goals achieving five years of consistent reduction in Delinquency, Repossession and Loss Rates Developed and implemented deficiency (post charge-off) recovery program which produced a net recovery of $847,077 in previous losses (2010-2012) Reduced Attrition by over 50% within first year and sustained this level despite significant growth Successfully doubled the size of the Orlando operation to support significant portfolio growth and managed the selection, build- out and move of the Call Center to a larger facility Developed and implemented program requiring all Managers to obtain Credit and Collection Compliance Officer (CCCO) certification through ACA International Developed and implemented Collector Performance Metrics, Call Monitoring/Quality Assurance program, New Hire Training program, Collector and Manager Bonus programs, monthly and annual Top Performer recognition programs, risk model ranking loans within calling queues by highest risk and an internal Bankruptcy/Legal team Wells Fargo Auto Finance - Lake Mary, FL January 2007 to November 2007 Collections ManagerLed customer service and collection activities of a 30-60 day delinquent, $345M prime auto loan portfolio. Accountable for performance, development, and retention of 86 employees. Site UAR Lead (Unusual Activity Reporting/Fraud), member of Site Diversity Team and Hiring Lead for Supervisor positions. Outperformed Site 30-60 day delinquency average by .73% despite a 50% New Hire rate Doubled the size and responsibility of Team (2Q07) Plum Rhino Consulting, LLC - Orlando, FL April 2006 to December 2006 Project Lead - Business Banking/Portfolio Management Led Project Team of 14 PRC Consultants on eight-month contract tasked with testing, analysis, and training for a Sun Trust Bank system conversion. Successfully accomplished all testing, validation, and implementation phases on schedule Successfully trained Sun Trust Bank's Loan Processors, Underwriters, Closers and Management staff Developed quality and production efficiency metrics for future analysis JPMorgan Chase - Lake Mary, FL November 1997 to July 2005 Team Leader/AVPLed customer service and collection activities of a high-risk, 30-90 day delinquent credit card portfolio. Accountable for performance, development, and retention of 158 employees. Continued enhancement of dialer strategies, credit risk strategies, capacity planning/staffing and Incentive analysis. Member of Global Operational Risk/Compliance Management Team and Business Continuity Planning/Management Team. Site Liaison for Quality, Systems Administration, Facilities Management, Building Security, sensitive area access management, Site evacuation management and Site Threat Assessment Team. Designed, implemented, and managed the Customer Assistance Team (CAT) designed to handle all high-risk, high-balance, program-eligible accounts to ensure appropriate OCC compliance regarding restructured loans (successfully passed subsequent OCC audits) Global Lead for successful mitigation strategy testing regarding FFIEC guideline changes to minimum payment requirements as they pertain to negative amortization Site Lead for major Bank systems conversion (converting FDR to Total Systems) MilitaryUnited States Marine Corps Reserve - Orlando, FL November 1985 to October 1991 Corporal/E4 - NCO (Non-Commissioned Officer)Desert Storm VeteranEducationValencia Community College - Orlando, FL Associate of Arts Program - 4 Semesters Middle Tennessee State University - Murfreesboro, TN Criminal Justice/Political Science Program - 2 Semesters |
