Call Center Manager or Customer Service Manager or Mortgage Fulf

KATHLEEN M. RIVET 7244 Westfield Woods Drive Dardenne Prairie, Missouri 63368 Cell: 314-973-4622 Email: [email protected] SUMMARY OF PROFESSIONAL QUALIFICATIONS * Experienced senior manager with more than 15 years of hands-on experience in c redit and collections, customer service, call centers, financial operations, fraud control, risk management and project management * 2+ years experience in loss mitigation in the mortgage industry * Proven ability to successfully analyze an organization's critical business req uirements, identify deficiencies and potential opportunities for improvement * Extensive background in staff recruitment, retention, training, development an d coaching * Superb written, oral communications and presentation skills * Organizational and strategic planning * Excellent negotiator and public speaker * Successful implementation of computer hardware and software to increase produc tivity and monitor results * Strategic and tactical leader * Extensive background in the use of predictive dialers and ACDs * Experienced in accounting functions (payroll, accounts payable and receivables , P&L statements, DSO, write-offs) * Proficient in Microsoft Word, Outlook, Excel and PowerPoint PROFESSIONAL EXPERIENCE MANAGER/ASSISTANT VICE PRESIDENT CitiMortgage, 2008 - Present * Coach and develop a unit of 20 - 25 employees in the Homeowners Assistance Tea m to understand the borrowers' intent with real estate property * Manage the Fulfillment Process which includes processors, underwriters and clo sers. Team works on Fannie Mae, Freddie Mac and Private Investor loans and adhe res to varying guidelines for the Making Home Affordable Program and traditional modifications * Provide reporting and analysis of results * Implement policies and procedures to provide for more efficient recovery proce sses * Evaluate subordinates' performance and make recommendations for pay increases, promotions and terminations * Assist agents in operating in a goal-oriented environment, achieving individua l and team performance targets and core competencies * Perform call monitoring to ensure agents are adhering to the company's directi on and FDCPA regulations CALL CENTER MANAGER nROLL, a division of Spetner Insurance, 2007-2008 * Responsible for recruiting, orienting, training and managing employee benefit enrollment specialists * Set and evaluated metrics for process improvement change * Oversight of all aspects of staff performance, performance evaluation, coachin g and progressive discipline

* Provided reporting and analysis of departmental performance TABLE GAMES SUPERVISOR Harrah's Casino & Hotel, 2004-2007 * Responsible for training, coaching, motivating and development of casino deale rs * Opened and closed table games and prepared financial reports of casino activit ies * Set performance guidelines and completed employee evaluations SENIOR CONSULTANT Lynch-Associates, 2002-2003 * Evaluated existing processes and procedures in the areas of credit and collect ions, customer service, marketing analysis, fraud management and accounts receiv ables * Streamlined procedures and implemented process improvements * Introduced performance metrics, reporting and analysis and ensured compliance to achieve greater results * Prepared and implemented business plans to drive success in specific areas * Decreased costs and increased revenue in all areas requiring improvement * Last assignment was at Embratel (a division of MCI Telecommunications) in Rio de Janeiro, Brazil where their bad debt was reduced from 26% to 12% over a nine month period due to the implementation of recommended changes in calling strateg ies, customer service, call center operations, marketing strategies, customer co mmunication and operational analysis and ad hoc reporting DIRECTOR, CUSTOMER FINANCIAL SERVICES MCI Telecommunications, 1985-1999 * Successfully oversaw the start-up of a credit and collections and customer ser vice department which grew from 35 representatives to over 1,000 representatives over an eight year period * Directed inbound and outbound call center functions for internal credit and co llections, customer service, marketing, fraud management, accounts receivables, reporting and analysis and third party v endors * Accountable for a $300 million monthly receivable base, representing over seve n million consumer and small business customers * Managed over a $200 million annual budget * Oversaw the construction and build-out of an 800 seat call center * Opened a fully operational second call center in less than 90 days * Renegotiated vendor contracts resulting in over $1 million in annual savings * Reduced bad debt on standalone calling card product from 55% to less than 11% * Increased outside collection agency performance from 19% to 24%, contributing over $4.3 million annually to the bottom line * Developed financial operations requirements for new products and marketing pro motions * Analyzed marketing promotions and their effectiveness on revenue, customer spe nding patterns, loyalty and retention * Created modeling systems to aid in forecasting call volumes to determine staff ing requirements * Selected and managed the results and relationships of 15 outside collection ag encies * Prepared and presented high level reviews of monthly results to senior managem

ent * Developed a custom credit scoring model EDUCATION * St. Louis Community College at Florissant Valley, St. Louis, Missouri * University of Missouri, St. Louis, Missouri PROFESSIONAL LICENSES/CERTIFICATIONS * Missouri Producer Life and Health Insurance License - June, 2007 * Dale Carnegie Institute certifications