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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Home: (xxx-xxx-xxxx / Cell: ( xxx-xxx-xxxx
E-mail address: abc@xyz.com
Dedicated Management Professional eager to contribute strong performance in
operations and personnel leadership toward supporting a progressive organization in optimizing bottom-line performance.
Profile
Over a decade of experience in the collections industry with a proven track record of identifying, creating and executing innovative solutions and approaches to achieve company objectives. Consistently enforce and facilitate government/corporate compliance; advanced knowledge of FDCPA (Fair Debt Collection Practices Act). Adept at team-building and staff training/development. Thrive on challenges and perform well under pressure with an outstanding blend of multi-tasking, prioritization, organizational, planning and communication skills. Considerable talents in workflow analysis and optimization, and elevating staff morale and productivity. Demonstrated success in building a new call center from the ground up.
Selected Achievements:
Uncovered coding errors during workflow analysis project to potentially boost revenues by $180M per month.
Successfully increased revenue from electronic payment fees by $60K per month as a result of updating policy regarding authority to waive fees as a one-time customer courtesy.
Identified and resolved systemic error in accounting procedures involving assessment of late fees, potentially bolstering annual fee income by $750K.
Generated 12% increase in overall servicing productivity by leading project team in defining new guidelines for corporate collection audits.
Introduced policy to ensure regulatory compliance for waiving monthly late fees on accounts that were extended in a given month to expedite process from 60 days to 30 days.
Collaboratively implemented autoIMS electronic repossession system to significantly reduce servicing costs and credit losses.
Professional Experience
G & C Direct Mail Marketing, Dallas, TX, 2007 to 2010
Collections / Operations Director
Spearheaded broad-scope business operations inclusive of customer service, P&L (profit and loss) management, administrative functions, staffing, collections, and regulatory compliance.
Hired, trained, coached, motivated and mentored high-performing staff members while holding accountability for discipline and termination as required.
Leveraged exemplary team-building expertise to achieve and maintain a cooperative workplace climate conducive to attaining goals and objectives.
GC Services Limited Partnership, Baldwin Park, CA, 2007
Collections Manager
Directed, supervised and motivated up to 75 account representatives and six supervisory personnel for nationwide third-party debt collections agency.
Continued
Yyyyyy x. yyyyyy C Page 2 of 2
Professional Experience continued
Enforced adherence to performance metrics and consistently analyzed complex data to expedite the collections cycle and maximize revenue recovery.
Efficiently orchestrated call center dialer operations inclusive of scheduling, staffing, employee relations, quality assurance, and staff retention efforts.
Triad Financial Corporation, Huntington Beach, CA, 1999 to 2006
Senior Analyst, Collections
Advanced through a series of promotions to complete multiple projects focused on ensuring and maintaining regulatory and corporate compliance for $4B automobile finance company.
Elevated departmental productivity by training personnel in use of Business Objects software to pull data.
Contributed excellent industry experience toward assisting Training and Development department in writing scripts and developing guidelines for Controlled Self-Assessment and Sarbanes-Oxley audits of Loss Recovery and Portfolio departments.
Skip Trace Unit Manager
Proficiently empowered and managed Skip Trace team to locate debtors, increase recovery of vehicles, and lower credit losses via tools such as Accurint and People Search.
Collections / Call Center Supervisor
Applied outstanding leadership talents toward supervising, coaching and motivating between 16 and 32 personnel to rank in 1st or 2nd place for ten consecutive months among 20 different teams.
Education
Bachelor of Science, Business Administration
California State University at Long Beach, Long Beach, California
Professional Development / Training
Management Supervisor Program
Leadership Development Program
Business Objects System
Six Sigma Greenbelt
Computer Skills
Microsoft Office (Word, Excel, Access, PowerPoint, Outlook), Microsoft Visio, Macintosh and Windows operating platforms, Shaw and Titan collections software, PeopleSoft, Linux, Business Objects, SQL
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