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President/ceo Resume

Roswell, GeorgiA

SUMMARY:

Accomplished operations professional with over 30 years of managing people, call centers, ensuring superior customer service, and consistent goal attainment. Proven ability to create strategic planning initiatives that significantly improve operations. Strong background in compliance, work force management solutions, as well as implementation of training programs that improve production while adhering to all federal, state, and local laws.

CAREER PROGRESSION:

Confidential, Roswell, Georgia

President/CEO

Responsibilities:

  • Offered collections/call center consulting to small businesses
  • Creating training programs for several start up call centers. Overhauling the training programs in several existing organizations
  • Providing training on FDCPA
  • Reviewing/upgrading work strategy
  • Mentoring staff and management
  • Creating metrics for both inbound and outbound call centers
  • Providing direction on improving customer experience
  • Provided new ideas to improve hiring and help with employee retention

Confidential, Atlanta, Georgia

Senior Vice President of Operations

Responsibilities:

  • Responsible for three call centers and 400 employees
  • Worked with financial services, student loans, healthcare, and government clients.
  • Largest clients are the Department of Education and Sallie Mae.
  • Delivered high annual EBIDTA and Revenue
  • Achieved revenue of over 25 million each year
  • Maintained consistently low complaint and compliance issues
  • Created and improved dialer metrics to ensure proper staffing during peak calling times and to provide quality feedback to staff and management about their performance.
  • Managed and implemented all training, development, and policy directives
  • Worked with compliance team to develop call grading system and document that was used daily in the monitoring and auditing of collectors work
  • Regularly traveled to branch offices to ensure office compliance with company policy and procedures, FDCPA, call monitoring, and goal achievement

Confidential, Atlanta, Georgia

Vice President of Operations

Responsibilities:

  • Responsible for all company collection operations
  • Built a top - producing collection staff by enhancing the formal training program, creating long term development and follow up training
  • Created, documented, and improved dialer metrics to ensure proper staffing levels while optimizing work efforts from all staff and management
  • Improved collection production by developing and implementing a monthly evaluation process that outlined achievements and areas of deficiencies
  • Expanded the company from one call center to three call centers moving from 75 collectors to over 250 collectors
  • Improved EBIDTA 3 of 4 years
  • Redeveloped and improved client relations and competitive levels
  • Worked closely with the compliance department to ensure staff and management were complying with FDCPA through daily monitoring of phone calls and auditing of daily work.
  • Client focus was financial services, auto, and telecom

Confidential, Atlanta, Georgia

Vice President of Operations

Responsibilities:

  • Responsible for five independent call centers with 450 collectors and 3.5 million in monthly revenue
  • Initial onboarding and maintaining of the Sears Guarantee Program
  • Integrated acquisitions into the organization
  • Maintained consistent goal achievement in each of the assigned offices
  • Created dialer metrics for all managers to utilize in order to properly staff their teams and ensure that internal expectations were being met
  • Traveled regularly to each office in order to ensure company policy and directives were being adhered to
  • Created and maintained an audit program to ensure compliance with internal company policy and procedures as well as FDCPA
  • Client focus was healthcare, financial services, retail, and auto

Confidential, Atlanta, Georgia

Vice President of Operations

Responsibilities:

  • Opened/Managed first call center for the company in Atlanta
  • Grew office size with internal client growth and new clients from initial start up to about 140 collectors with average monthly revenue per collector of $8300
  • Supervised the opening of three additional call centers
  • Developed and implemented companywide training and employee incentive programs
  • Established company policy and procedures for all offices
  • Created and documented call metrics for all members of management to utilize and be gauged by to ensure proper staffing and work efforts throughout the organization
  • Responsible for six collection centers, approx. 500 collectors and 4 million per month in revenue
  • Established company audit program
  • Client focus was financial services, healthcare, and retail

Confidential, Atlanta, Georgia

Operations Manager

Responsibilities:

  • Began as an entry level collector
  • Responsible for 8 call centers and 400 employees
  • Regularly traveled to these offices to ensure compliance with internal policy, provided direction for improved goal achievement, and ensured that FDCPA was being followed by all staff and management.
  • Client focus was financial services, healthcare, oil companies, retail, and auto

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