Collection Manager Resume

Desired Industry: Collections	SpiderID: 20311
Desired Job Location: Waco, Texas	Date Posted: 3/23/2008
Type of Position: Full-Time Permanent	Availability Date: Now
Desired Wage: 75,000+Bonus
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 25-50%
Highest Degree Attained: MBA	Willing to Relocate: Yes

Objective:
16+ years business career with excellent qualifications in financial management, business development/strategies, operations, project and staff management. Have eleven years of progressive operations experience in a call center environment. Highly successful in developing loyal, top-performing staff. Implement innovative career path programs to mentor staff. Strong interpersonal skills with expertise in developing and maintaining productive working relationships with clients and staff at all levels. Open, honest, and respected manager who leads by example through effective motivation and training to achieve excellent results. Consistently meet deadlines and departmental goals. Creative problem solver with exceptional analytical skills. Outstanding ability to comprehend multi-faceted problems, frame effective solutions, and see all projects through to a successful end. Motivated to consistently achieve high quality outcomes.
CORE COMPETENCIES
Operations Leadership ∙ Management & Team Building ∙ Project Management
∙ Contract Negotiation ∙ Investment Research & Coordination
∙ Financial Management & Forecasting ∙ Financial Analysis

Experience:
PROFESSIONAL EXPERIENCE

Brazos Higher Education Service Corporation (BHESC), Waco, TX 2001-2008
COLLECTION MANAGER (2003-2008), LOAN SERVICING MANAGER (2001-2003)

· Was oversee the Monetary Processing Department and Collections Department. Coordinate activities of 6 collection agencies and 7 servicers regarding collection and claim pay activities. Have successfully reduced labor costs in Monetary Department by over 75%. Skillfully analyzed processes and converted a major procedure to a computerized system.
· Worked closely with SBC, installation vendor, and multiple Operations Departments to set up call flow queues and reporting processing for a call center. Installed phones and documented project notes to ensure timelines and project goals were being met.
· Improved and maintained Meridian Max phone system before acting as Project Manager for a phone system conversion to Cisco. Successfully coordinated the implementation of the large project with SBC and 20 BHESC offices and remote locations.
· Directed a comprehensive, major initiative that redesigned processes, procedure development, documentation, employee training, and auditing for the department. Created definitive methodology to measure results and produce consistent and ongoing improvements. Resulting procedure became a model that was implemented company-wide.
top-performing staff through prudent hiring decisions and ongoing training initiatives. Successful in developing and implementing programs to mentor staff and provide promotions to supervisory and management levels. Use innovative programs to motivate staff and create an energetic and successful working environment.
· Travel 30% of time to interact with NCHELP, NARCA, servicers, and attend Collection Seminars. Work directly with Bank of America, US Bank, Wells Fargo, and MBIA.
· Develop strong, sustainable relationships with collection agencies, national attorney network, and key accounts. Negotiate fees and timelines for company’s best interests financially.
· Serve on industry-wide national subcommittees to follow and refine new regulations.
· Make quarterly presentations to BHESC Board members regarding departmental goals and outcomes.
· Prepare and review various monthly, quarterly, and annual reports for senior management. Review adherence to a broad range of regulatory requirements.
· Worked carefully with programmers to create work flow processes to track default rates and collection recovery rates for national rating agencies such as Standard & Poor’s.
· Have implemented aggressive collection activities, established web-based payment options to debtors, and recently developed a rehab program to convert bad debt into an asset. Set up terms for debtors to withdraw accounts from collection agencies and re-establish accounts in good standing.
· Worked in a business analyst capacity to move departments from an Excel program to a database that streamlined processes and added the necessary audit controls to ensure that processing of $660 million met accounting guidelines.
· As Loan Servicing Manager, oversaw Customer Service Department, servicer liability, third party marketers, and monetary processing. Coordinated activities of 17 lenders and 7 servicers.
Controlled costs, increased productivity, and reduced human errors by implementing effective, sophisticated industry programs.

Sallie Mae (formerly USA Group Loan Services), Chandler, Arizona 1994-2001
• CUSTOMER SERVICE ADMINISTRATOR (1998-2001) • LOAN DUE DILIGENCE SENIOR (1996-98)
• BORROWER ASSISTANCE REPRESENTATIVE (1995-96) • DEFAULT PREVENTION REP (1994-95)

Worked for national organization and coordinated activities of 15 lenders (including top 5 in
the US) and 12 colleges and universities. Hired in an entry level position but was promoted
quickly to positions of greater responsibility due to strong leadership and training skills.
Commended for dependability and the ability to accomplish assigned tasks with great efficiency
and accuracy.

· Helped launch Loan Due Diligence Department to collect on 41-180+ delinquent accounts. Supervised up to 11 people and effectively managed service delivery operations to achieve goals in service level, work flow, backlog, and staffing. Effective in mentoring and training reps who were promoted to senior level. Developed and executed operations plans and training programs that achieved objectives within budget.
· Delivered quarterly presentation to senior management regarding departmental results.

· Worked in a call center that handled all inbound and outbound customer service student loan calls. Highly effective in handling complaint calls and supervisor calls, conducting analytical research work for problems accounts, and resolving all problems satisfactorily. Coached other representatives on techniques to use in dealing with difficult calls.

Education:
EDUCATION & TRAINING

Business Administration, Ph.D., University of Phoenix,
Expected graduation: December, 2010
MBA, Business Management, University of Phoenix, online, 2005
B.S., Accounting, University of Phoenix, Phoenix, AZ, 2001

TRAINING :
Bankruptcy in Texas, 2006
Collection Law: Start to Finish, 2006
Advanced Collection Techniques, 2001

Affiliations:
COMMUNITY SERVICE

The Freeman Center, Vice President, a community mental health organization
Junior League of Waco, active member
Arthritis Foundation, volunteer, fund raising
Susan G. Komen for the Cure, Race Chair

Skills:
ACCOMPLISHMENTS
* Did have a 34+% collection success rate on $23 million of bad debt (compared to industry standard of only 14%).
* Successfully streamlined monetary processing department and added audit controls to
process $660 million.
* Launched a Collections Department in house that became a revenue producer within 3 months.

Additional Information:
US Army Reserves (Honorable Discharge), Fort Jackson, South Carolina

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