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

 

 

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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 1^st or 2^nd 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