career objective

results-driven collections executive eager to contribute superior analytical, strategic planning, and team leadership skills towards actively supporting the employer in optimizing operational and financial performance

profile

ø  more than 13 years of progressive project management and team building experience in call center environments / the third-party collections industry, with expertise in developing and implementing process improvements that result in increased corporate profitability

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; train, motivate, and lead highly effective support teams

ø  conduct thorough analyses of existing procedures to develop new policies, streamline processes, institute automations, and establish cost controls for international operations

ø  proactively monitor key performance indicators and other metrics to continually improve business performance; present business reports to executive management and clients

ø  dynamic communication, negotiation, and relationship management skills

professional experience

portfolio recovery associates, norfolk, va                                                                                             2003 c present

assistant vice president

• lead highly productive call center team of 10 operation managers and more than 125 collection representatives in collecting over $1m per month
• effectively manage portfolio of charged off accounts for credit cards, automobile deficiency, mortgage deficiency, health care, and utilities
• track and analyze performance metrics, including accounts worked/hour, conversion percentage, payments taken/paid hour, to identify opportunities for improvement
• monitor calls for quality control and to ensure compliance with all fair debt collection practices act (fdcpa) guidelines
• work closely with management team on establishing strategies improving staff performance and increasing productivity; conduct regular leadership meetings with all call center managers
• recruit, hire, train, motivate, and schedule staff; provide formal and ongoing feedback for all levels of personnel, establish performance incentives and hold monthly contests, offer bonuses to top collectors

 

national asset management, fredericksburg, va                                                                                          1998 c 2003

collections manager

• expertly directed up to 3 managers and 30 collectors assigned to major government contracts with agencies including u.s. department of revenue, wisconsin department of revenue tax, and georgia department of revenue tax; consistently ranked as top-revenue producing company on contracts
• established contract-specific standard operating procedures and created dialer system strategy; ensured contractual compliance
• diligently reviewed daily, weekly, and monthly performance to adjust collections tactics and call center scheduling in line with business needs; introduced daily, weekly, and monthly contests to boost productivity levels

education

george mason university, fairfax, va

bachelor of science in public administration