Senior Manager Resume

SUMMARY:

A leader in collections, account receivables, and call center support offers proven success in building productive teams, defining best practices, and exceeding client expectations.
Drives quality assurance and compliance across multiple business functions, delivers astute project management, and develops high - performance teams.
Managed buildup of a technical support call center from the ground up, on-boarding 200 staff members in five months and defining/implementing companywide standards for productivity, quality, and service.
Authored business plans and developed/implemented tracking system of key performer indicators; within two years, generated positive results that convinced client to transfer all AR functions to the company.
As AVP of Confidential for Confidential ., led territory expansion efforts that grew the commercial collections region for the National Council on Commission Insurance by five states.
Resolved vendor accounting and payment issues; earned recognition from company president for outstanding performance, a positive staff reputation, and profit optimization.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Senior Manager

Responsibilities:

Developed and implemented tracking system of key-performer, as well as, reservation system error tracking system to improve sales.
Authored employee training manual for office.
Lead in phone system needs, vender search and review, and negotiation of new potential company-wide system linking all offices and satellites.

Confidential

Assistant Vice President

Responsibilities:

Hired, trained, and managed 14 staff members for a startup project aimed at managing fraud and collections for a fast growth lender.
Served as contact person for the client in regards to reports, staffing, and quality management.

Senior Assistant Vice President

Confidential

Responsibilities:

As Senior AVP, co-directed the hiring and development of a 200-person center in five months.
Established unit and companywide standards for productivity, call quality, and customer satisfaction.

Assistant Vice President

Confidential

Responsibilities:

Directed 45 agents and one AVP for the commercial division of Allied Interstate in Dallas.
Elevated direct margin by 30 points and drove the territory to become top ranked vendor for three consecutive quarters.