Director of Operations or site manager or collections director o
Director of Operations,site manager, collections director, collection outsourcing manager with 23 years experience looking for a Executive position.
Content
EXPERIENCE
Financial Management System Inc. 08/0 9- 05/10 Director of Operations, Private sector Start up of a 150 FTE collection call center covering all phases to include offi ce build out, HR, recruitment, training, compliance and client services. Involve ment in day to day operation to include implementation and review of collection strategies as well as management team's development to insure competitive result s for clients are met in addition to managing the overall office budget to reach the targeted profit margins.
NCO Financial Systems, Inc. 06/08- 07/09 Branch General Manager Managing a total of 156 FTEs, which includes 4 managers and 10 supervisors. Heav ily involved in day to day operations from dialer and call center strategies to analysis and review of daily employee metrics with management staff. Full operat ion responsibilities overseeing collection, training and recruiting departments for the branch. P&L responsibilities as well as monthly goal setting and budget control for the site. ARROW FINANCIAL, Inc. 04/07- 05/08 Director of collections Managing a total of 168 FTEs, which included 4 collection managers and 12 superv isors. Responsible for collection performance of purchased paper, which included credit cards from charge off to out of statute. Ramp up and overseeing of a fir st party private student loan department. Managing of all phases of collections to include dialer strategies as well as review and implementation of new collect ion tools to enhance performance in addition to cost effectiveness. Hands on tra ining and development of new management members as well as result oriented perfo rmance evaluation of all management members in the division. VAN RU CREDIT CORP* Skokie, IL 07 /00- 06/06 Branch General Manager Managing a staff of 275 FTEs, which includes 6 collection managers and 14 superv isors, handling a variety of portfolios ranging from major credit card, retail, student loans, auto deficiency, purchased paper and medical. Over see all phases of collection including analysis of client performance and ranking with other c ollection agencies as well as maintaining profitability for the company and full P&L responsibilities. Utilizing dialer strategies and skip tracing products to optimize collections in addition to reviewing individual staff member's producti on on a routine basis. Creation and implementation of collection strategies as w ell as management development. ROCKFORD MERCANTILE AGENCY* Rockford, Illinois 11/98- 07/00 Vice-President Reporting directly to the president. Managing a staff of 75 employees, which inc
luded off sight locations. Directing all aspects of collection agency functions including collections, operations, marketing and client service that consisted o f 40% medical, 30% retail and 30% utilities and misc. Maintaining existing poli cies as well as implementation of new collection strategies. Monthly analysis of performance activities and management reviews. COMMERCIAL FINANCIAL SERVICES * Tulsa, Oklahoma 03/97 - 10/98 Collection Departm ent Manager Supervising a staff of 35 and three supervisors. CFS has an employee base of 3,0 00 and specializes in collection of charged off major credit card portfolios fro m the top 20 major credit grantors. Some of the responsibilities include support ing and maintaining the staff to meet monthly collection goals. Reporting daily collection progress as well as staffing issues to the division director. Reviewi ng individual portfolios to insure enforcement of company policies and complianc e with FDCPA. Conducting monthly production evaluations with individual members of the staff. ROCKFORD MERCANTILE AGENCY* Rockford, Illinois 07/94 - 3/97 Vice President Reporting directly to the president. Managing a staff of 75 employees, which inc luded off sight locations. Directing all aspects of collection agency functions including collections, operations, marketing and client service which consisted of 40% medical, 30% retail and 30% utilities and misc., which included State of IL, state taxes. Maintaining existing policies as well as implementation of new collection strategies. Monthly analysis of performance activities and management reviews. Executive MANAGEMENT SERVICES * Memphis, Tennessee 06/93-07/94 Operations Manage r Overseeing and managing a staff of 65 and overall collection agency functions on a daily basis. Weekly staff meetings with the Collection Manager, Marketing, Sk ip Tracing and Clerical Supervisors to discuss department needs and handling of any deficiencies that existed. Upon analyzing monthly reports, made recommendati ons to the President of the agency along with implementation of any new policies to increase the office productivity. Some recommendations included client produ ction analysis to determine profit margin of each individual client along with r eduction or increase in the staff members based upon the volume of the client ba se. Recruiting and training new staff members. Maintaining the computer hardware and software which consisted of a collection management system and a predictive dialing application on an IBM A/S-400 AGENCY COMPUTER SYSTEMS * Memphis, Tennessee 10/90-06/93 Office Manager Marketing of an automated collection management system on an IBM System 36 and A /s 400, which included demonstration of the software application to prospects as well as training of staff upon completion of the sale. Additional responsibilit ies included technical support and maintaining the client base of 60 users. In a ddition, there were new enhancements to the existing system, which were offered to new and existing clients. Collection consultation was also offered on a routi ne basis to allow the clients to utilize the collection system to its fullest po tential. Also contributing ideas to any new enhancements or modifications done t o make the system more efficient for collection agency use. Managing the overall daily office functions. CONSOLIDATED RECOVERY SYSTEMS * Memphis, Tennessee 10/89-10/90 Collections Speci alist II Duties included the daily collector efforts on delinquent accounts with a variet y of different type such as retail, medical and commercial accounts. Worked with the management team to help bring about constructive new policies to make colle
ction activities more efficient and profitable. Use of IBM mid-range computer an d automated management system. CREDIT WORLD SERVICES * Mission, Kansas 09/87-10/89 Collection Supervisor Duties consisted of handling a staff of five collectors in the medical departmen t. Responsibilities included maintaining the files assigned to the medical depar tment training of new collectors, and consistently reaching the office collectio n quota for that department on a monthly basis. Presented constructive suggestio ns to collectors on collection methods in accordance with the fair debt collecti on practices act. EDUCATION PENN VALLEY COLLEGE * Kansas City, Missouri 1982-1984 Business Management NORTHWEST MISSOURI STATE UNIVERSITY* Maryville, Missouri 1980-1982 Business Management
Specialized training Collections Executive Certified & Member * ICA Seminars on Collection Agency Management * ACA Hands-on experience and knowledge of scoring systems as well as predictive diale r technology
References Available Upon Request
Financial Management System Inc. 08/0 9- 05/10 Director of Operations, Private sector Start up of a 150 FTE collection call center covering all phases to include offi ce build out, HR, recruitment, training, compliance and client services. Involve ment in day to day operation to include implementation and review of collection strategies as well as management team's development to insure competitive result s for clients are met in addition to managing the overall office budget to reach the targeted profit margins.
NCO Financial Systems, Inc. 06/08- 07/09 Branch General Manager Managing a total of 156 FTEs, which includes 4 managers and 10 supervisors. Heav ily involved in day to day operations from dialer and call center strategies to analysis and review of daily employee metrics with management staff. Full operat ion responsibilities overseeing collection, training and recruiting departments for the branch. P&L responsibilities as well as monthly goal setting and budget control for the site. ARROW FINANCIAL, Inc. 04/07- 05/08 Director of collections Managing a total of 168 FTEs, which included 4 collection managers and 12 superv isors. Responsible for collection performance of purchased paper, which included credit cards from charge off to out of statute. Ramp up and overseeing of a fir st party private student loan department. Managing of all phases of collections to include dialer strategies as well as review and implementation of new collect ion tools to enhance performance in addition to cost effectiveness. Hands on tra ining and development of new management members as well as result oriented perfo rmance evaluation of all management members in the division. VAN RU CREDIT CORP* Skokie, IL 07 /00- 06/06 Branch General Manager Managing a staff of 275 FTEs, which includes 6 collection managers and 14 superv isors, handling a variety of portfolios ranging from major credit card, retail, student loans, auto deficiency, purchased paper and medical. Over see all phases of collection including analysis of client performance and ranking with other c ollection agencies as well as maintaining profitability for the company and full P&L responsibilities. Utilizing dialer strategies and skip tracing products to optimize collections in addition to reviewing individual staff member's producti on on a routine basis. Creation and implementation of collection strategies as w ell as management development. ROCKFORD MERCANTILE AGENCY* Rockford, Illinois 11/98- 07/00 Vice-President Reporting directly to the president. Managing a staff of 75 employees, which inc
luded off sight locations. Directing all aspects of collection agency functions including collections, operations, marketing and client service that consisted o f 40% medical, 30% retail and 30% utilities and misc. Maintaining existing poli cies as well as implementation of new collection strategies. Monthly analysis of performance activities and management reviews. COMMERCIAL FINANCIAL SERVICES * Tulsa, Oklahoma 03/97 - 10/98 Collection Departm ent Manager Supervising a staff of 35 and three supervisors. CFS has an employee base of 3,0 00 and specializes in collection of charged off major credit card portfolios fro m the top 20 major credit grantors. Some of the responsibilities include support ing and maintaining the staff to meet monthly collection goals. Reporting daily collection progress as well as staffing issues to the division director. Reviewi ng individual portfolios to insure enforcement of company policies and complianc e with FDCPA. Conducting monthly production evaluations with individual members of the staff. ROCKFORD MERCANTILE AGENCY* Rockford, Illinois 07/94 - 3/97 Vice President Reporting directly to the president. Managing a staff of 75 employees, which inc luded off sight locations. Directing all aspects of collection agency functions including collections, operations, marketing and client service which consisted of 40% medical, 30% retail and 30% utilities and misc., which included State of IL, state taxes. Maintaining existing policies as well as implementation of new collection strategies. Monthly analysis of performance activities and management reviews. Executive MANAGEMENT SERVICES * Memphis, Tennessee 06/93-07/94 Operations Manage r Overseeing and managing a staff of 65 and overall collection agency functions on a daily basis. Weekly staff meetings with the Collection Manager, Marketing, Sk ip Tracing and Clerical Supervisors to discuss department needs and handling of any deficiencies that existed. Upon analyzing monthly reports, made recommendati ons to the President of the agency along with implementation of any new policies to increase the office productivity. Some recommendations included client produ ction analysis to determine profit margin of each individual client along with r eduction or increase in the staff members based upon the volume of the client ba se. Recruiting and training new staff members. Maintaining the computer hardware and software which consisted of a collection management system and a predictive dialing application on an IBM A/S-400 AGENCY COMPUTER SYSTEMS * Memphis, Tennessee 10/90-06/93 Office Manager Marketing of an automated collection management system on an IBM System 36 and A /s 400, which included demonstration of the software application to prospects as well as training of staff upon completion of the sale. Additional responsibilit ies included technical support and maintaining the client base of 60 users. In a ddition, there were new enhancements to the existing system, which were offered to new and existing clients. Collection consultation was also offered on a routi ne basis to allow the clients to utilize the collection system to its fullest po tential. Also contributing ideas to any new enhancements or modifications done t o make the system more efficient for collection agency use. Managing the overall daily office functions. CONSOLIDATED RECOVERY SYSTEMS * Memphis, Tennessee 10/89-10/90 Collections Speci alist II Duties included the daily collector efforts on delinquent accounts with a variet y of different type such as retail, medical and commercial accounts. Worked with the management team to help bring about constructive new policies to make colle
ction activities more efficient and profitable. Use of IBM mid-range computer an d automated management system. CREDIT WORLD SERVICES * Mission, Kansas 09/87-10/89 Collection Supervisor Duties consisted of handling a staff of five collectors in the medical departmen t. Responsibilities included maintaining the files assigned to the medical depar tment training of new collectors, and consistently reaching the office collectio n quota for that department on a monthly basis. Presented constructive suggestio ns to collectors on collection methods in accordance with the fair debt collecti on practices act. EDUCATION PENN VALLEY COLLEGE * Kansas City, Missouri 1982-1984 Business Management NORTHWEST MISSOURI STATE UNIVERSITY* Maryville, Missouri 1980-1982 Business Management
Specialized training Collections Executive Certified & Member * ICA Seminars on Collection Agency Management * ACA Hands-on experience and knowledge of scoring systems as well as predictive diale r technology
References Available Upon Request
