Profile 
Skilled executive with extensive management experience in creditor, debt buyer and agency operations. Experienced in pre-charge off to out-of-statute collections and all debt markets. Exceptional organizational, analytical, and managerial skills enable me to communicate ideas clearly and effectively to achieve company missions & objectives. Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment. Leader with high energy and a sense of enthusiasm who can inspire and motivate others, thereby creating vision and commitment throughout the organization to improve business efficiency and maximize ROI.

Skills Summary

• Project Management
• Workforce Management
• Change Management
• Agency Management
• Operational & Process Management
• Dial Connection, Avaya, Global Connect and GC
• Bankruptcy Law
• CUBS, FACS, Latitude & AS400
• Credit Bureau Reports, e-Oscar & Dispute Resolution
• FDCPA, HIPAA, TCPA & FCRA
• Sarbanes-Oxley Compliance
• Microsoft Office & Lotus Notes
• P&L, Budgeting, Forecasting & Data Mining
• Accounting & DSO Reduction
• Credit Underwriting
• Credit Analysis
• Graham-Leach-Bliley

Employment History 

Confidential– orange, ca 2009 - present
Collection manager

• 
  Oversee all collection aspects for $600M+ accounts receivable portfolio within a blended call center environment across two collection sites.
• Manage department of 150+ with direct responsibility for all P&L.
• Lead Collections team and processes for portfolios resulting in the optimal receivables performance through day-to-day leadership and direction to Collection Leaders and review and analysis of all department KPI.
• Ensure proper succession planning, implement reviews on collections performance, develop and implement strategic collections operating plans and optimize program operations (structure, processes, and tools).
• Key decision maker for fiscal Department Operating Projects and Standard Operating Process initiatives.
• Manage collection processes and new initiatives to ensure adherence to established guidelines in improving roll rates, overall liquidation and effectiveness in maximizing return and mitigating risk.
• Plan, assign and supervise daily activities including hiring, termination, performance evaluations, training and workplace problem resolution and compliance to department/company/state/federal policies, procedures and operating standards.
• Facilitate the rapid development and implementation of key company initiatives through collaborative efforts with all levels of management and departments.
• Review and approve all key service/performance metrics, staffing models, financials, productivity, scorecards, incentives and customer/employee satisfaction measures.
• Lead the successful completion of projects by creating key milestones, tasks, assigning drivers responsible for implementation and measuring results against established goals and industry benchmarks.
• Assist in credit granting decision making on new and re-aged accounts receivables.

Highlights

• Increased overall collections by 331% through increased emphasis on QA/Training, Workforce Management, IVC initiative, account segmentation, skiptracing enhancements, credit-reporting and improved operational processes and account treatment strategies.
• Centralized collections of 250+ local offices to Corporate via implementation of Dialer System and Latitude Collection Platform to increase operational efficiency and reduce payroll expenses by 33% in 2009 fiscal year.
• Increased external collection agency collections for WD by 50%.
• Reduced collection letter expense by 35% within fiscal year.
• Decreased 1-30 DPD Roll Rates by 25%.
• Reduced payroll expenses for overtime and payroll adjustments by 80% and 96% in fiscal year.

Confidential– NEWARK, DE 2009 - 2009
DEPARTMENT MANAGER

• Oversaw staff of 80+ associates for third-party collection efforts for Discover Card, Applied Bank, Toyota Financial Services, HSBC Auto Finance, Thornton America Holdings and HSBC RAL/HR Block.
• Responsible for oversight of $350M in placements/month and over $550K in fee/month.
• Developed and trained Section Managers to ensure excellent service to clients through exceeding portfolio performance goals, deliverable expectations and client servicing needs.
• Provided guidance and strategic planning for inventory management with respect to portfolio profitability, collections techniques and proactively working to remain top client vendor.
• Monitored and reviewed work of Section Managers, Team Leads and Collectors to ensure it was within company and legal policy.
• Reviewed and analyzed overall client performance, monitored work plans and adjusted staffing levels and strategies as necessary to ensure profitability, ROI and competitiveness of organization.
  Highlights
  Increased department fees by 38% and placement volume by 40% within 90 days.
• Increased average collector fees by 20% through utilization of IVC protocol, maximizing inventory management and collector talent leveraging and career-pathing.
• Led SIMM Associates to #1 agency ranking with competitive clients, HSBC Auto Finance, Toyota Financial Services, Applied Bank, HSBC RAL and Discover Card.
• Awarded Discover Card stream of Broken Payer Receivables netting company an additional $60K in fees/month through consistent #1 ranking as outsource vendor.

Confidential – GAITHERSBURG, MD 2007 - 2009
PORTFOLIO MANAGER

• Oversaw external vendor relationships of 12 collection agencies (domestic and offshore) and national attorney network for purchased debt portfolio of over $600M generating over $5M in annual revenue.
• Responsible for setting the strategic direction, managing all legal outsourcing operations and personnel and driving all process improvements.
• Managed P&L and ensured that vendors were competitive and compliant to company, state and federal rules & regulations.
• Evaluated all vendor due diligence RFP and analyzed financial documents, negotiated and supported the drafting of agreements with external service providers, such as contracts and service level agreements, monitored adherence to service level agreements and resolved any issues.
  Reviewed KPI reports including batch tracks, stair-steps, etc to determine progress and status in attaining objectives and revised goals and plans in accordance with current conditions.
  Performed all IT functions in relation to vendor on boarding, file placement, regular updating and reconciliation of data records between multiple groups and testing and interfacing of Latitude to YGC with legal network firms.
• Responsible for all aspects of scoring and analytics of potential purchase portfolios and creation of new sale files for state/regional/national debt buyers and markets.
• Monitored performance to ensure compliance to IRC expectations through on-site and remote auditing of calls, accounts worked, etc.
• Performed all Accounting functions relating to vendor payment processing, batch and payment file reconciliation.
• Responsible for preparation and analysis of all internal and external MIS reports (including forecasting, portfolio and placement reporting) for all levels of management through the use of SQL modules and Excel/Access databases.

Highlights

• Increased recoveries by 212% during 2008 fiscal year.
• Increased average buyback proceeds by 480% on portfolio purchases.

Confidential – MARIETTA, GA 2007 - 2007
DIRECTOR OF AGENCY MANAGEMENT

• Managed 10 collection agencies (domestic and offshore), national legal channel and direct report staff for oversight on $150M accounts receivable portfolio resulting in $2M in annual revenue.
• Developed and implemented business strategies with vendors to ensure collections goals were obtained through portfolio management.
• Created and maintained reports to monitor collections goals and other required data. Reviewed daily, weekly / monthly collection performance and identified trends and opportunities for improvement.
• Scored accounts through various data enhancement tools for purchase evaluations and collection strategy (suit, non-suit) decision-making.
• Monitored agencies and initiated strategic enhancements to improve portfolio performance through MIS reporting, scorecards and continuous audits of accounts and workflows.
• Created, developed and implemented new operational strategies – benchmarking & champion/challenger or processes to drive better results in the channels.
• Performed all aspects of remote and onsite auditing to ensure vendor adherence to EPI work standards and guidelines and federal/state requirements.
• Oversaw all aspects of SLA relationship with Advance America and $100M charge-off portfolio.
• Responsible for managing licensing, compliance and regulatory initiatives impacting operations for affiliate agency - ESI.

Confidential– BIRMINGHAM, AL 2006 - 2007
DIRECTOR OF OPERATIONS

• Led and managed P&L for Collection Divisions of Banking, Retail, Auto and Commercial sectors consisting of 60+ associates servicing major client base of WAMU, Synovus Financial, CitiFinancial Auto, World Omni, Resurgent and Colonial Bank with overall placements of $250M/month and fee revenue of $400K/month.
• Defined, implemented, and managed oversight processes related to leadership and collection staff, while facilitating the deployment of collection best practices.
• Developed required infrastructure and measurement metrics systems to manage function, measure report/performance, meet SLA requirements and ensure profitability and best resource allocation for ROI.
• Collaborated with executive management on growth initiatives, defining, building and implementing technology and general course of business operations and system maintenance.
  Monitored activities and managed workload of collection teams to ensure maximum efficiency of the department and optimum segmentation to produce best performance for portfolio clients. 
  Highlights
• Championed inventory segmentation and strategic vision of workforce management to ensure continuous improvement and competitive edge, while implementing full use of various QA initiatives to improve agent effectiveness on dunning capabilities.
• Led Amsher to #1 agency ranking with competitive clients, Synovus Financial, CitiFinancial Auto, World Omni, Resurgent and Colonial Bank.
• Prepared all client required KPI reporting and handled all aspects of Client Servicing.
• Increased average collector fees by 20%.
• Increased Resurgent and CitiFinancial revenue by 400%.
• Awarded CitiFinancial secondary and OOS stream placements through #1 primary vendor performance.

Confidential– HARRISBURG, PA 2005 - 2006
DIVISION MANAGER

• Oversaw department of 40+ associates servicing two divisions of clients including GE Consumer Finance, Household Finance, MCI, and QVC with overall placements of $200M/month and fee revenue of $250K/month.
• Provided direction and oversight for all day to day operations and coaching/development of unit collection managers, team leads, etc.
• Oversaw creation of new strategic initiatives to maximize manual collection efforts and dialer/automated through portfolio segmentation and IVC and rework model usage.
  Highlights
  Increased GE Money monthly placements by 500% within fiscal year.
• Lowered yearly operational expenditures by $200K while increasing overall collections by $500K through effective training, coaching, lower attrition and revamped incentive structuring and workforce management.
• Assisted in all aspects of due diligence preparation and RFP process for prospective Banking, Auto and Retail clients.

Confidential – PHOENIX, AZ 2004 - 2005
COLLECTION MANAGER

• Managed Auto, Credit Card and Payday Loan Units with 25+ FTE servicing national client base of Honda Financial, Toyota Financial Services, Ford Motor Credit, Key Bank, Wells Fargo Financial, TNB and Check Smart with overall placements of $200M/month and fee revenue of $160K/month.
• Responsible for all aspects of new agent recruiting, interviewing and on boarding, while providing Coaching/Side by Sides and additional Training as needed.
• Performed daily/weekly account reviews to ensure work efforts were in compliance with company and client needs and requirements.
  Handled escalated and second talk offs as needed to ensure one call resolution and contact opportunity was maximized.
• Highlights
  Instrumental in leading AMO from last place vendor to first place for Honda Financial within 30-days.
• Increased Honda Financial monthly placements by 100% and increased fee revenue by 40%.

Confidential– GILBERT, AZ 1998 - 2004
OPERATIONS MANAGER – RECOVERY & AGENCY MANAGEMENT

• Managed 28 collection agencies/attorneys and internal staff of 15 for oversight of $660M+ charge-off portfolio resulting in $21M+ in collections for Dillard’s Department Stores.
• Monitored in-house recovery staff and third-party vendor performance and placement allocation; while creating MIS reports for senior executive management.
• Employed principles of total quality management to improve work flow processes and lower vendor costs and increase netback.
• Performed on-site & remote audits on all collectors and third-party vendors to ensure compliance to FDCPA, State and Dillard National Bank policies and procedures.

Highlights

• Increased gross recoveries by 5%+ with 9% decrease in accounts receivable charge-off volume.
• Increased netback by 24% within fiscal year.
• Lowered fiscal year internal operational costs by 26% year over year.
• Introduced use of monthly goal-setting, forecasting and quarterly evaluations of third-party vendors to increase overall performance.