Collection Manager Resume

Desired Industry: Banking/Mortgage	SpiderID: 2921
Desired Job Location: San Bernardino, California	Date Posted: 6/21/2005
Type of Position: Full-Time Permanent	Availability Date: 06/21/05
Desired Wage: $75,000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Bachelors	Willing to Relocate: Undecided

Objective:
Seek position in dynamic growth oriented company in which I can make significant improvements in staff performance through mentoring, motivation and training.

Experience:
Homecomings Financial, San Diego, CA 2001 to 2005
Contact Center Manager
Developed and implemented FDCPA and Responsible Lending training, and initiated and expanded training for the Contact Center in San Diego which became standardized training across multiple sites. Initiated programs for increasing customer service with debt counseling, credit management, community gatherings in distressed areas and loan counseling to educate the consumer in smart money management to stop movement to foreclosure and loss. Helped establish and create the Credit Counseling Resource Center which provides counseling needs to at-risk loans. Implemented self help study guide to improve customer pay habits. Instrumental in the establishment of both a public assistance website and the partnership with a national staffing agency. Each of these endeavors gave additional assistance to the homeowner while reducing company and investor losses. Created the Smart Referral process that moved loss mitigation strategies further upstream and reduced both net losses and lifetime losses. Partnered with other sites and headed many teams in establishing the Virtual Contact Center. Delinquency percentages and foreclosure referrals have been reduced even though aging and degradation of the loans has increased while remaining within budget. Instituted performance metrics and quality controls to ensure every associate is up to speed to complete tasks on specified timelines. Worked with Learning and Development division to implement 30 day training process for new hires. Primarily responsible for 200,000 loans within the Sub Prime portfolio. This channel included AlterNet and Credit Gap loans. In addition, worked with entire Contact Center management team to oversee over 700,000 loans with more than $65 billion in UPB. Expertise in expense reductions and meeting budgetary expectations. During tenure with company, I managed the outsourced vendor relationship and at critical times managed multiple sites.
� Call Center retention rates lowered to 18%, which is 12 points lower than industry average.
� 2005 foreclosure referrals were reduced by over 30%.
� Increased loss mitigation strategies within the Call Center by over a 100% by bringing those strategies further upstream in the process.

Allwest Auto Recovery, Riverside, CA 2001 to 2001
Assistant Office Manager
Redesigned the client updating system. Helped assemble new client base. Built new follow up techniques for drivers. Established new procedures and policy statements for company. Organized office system to work more efficiently. Learned the company business while deciding on buying the company.
� Improved client satisfaction scores by over 30% by new follow up procedures.
� New driver follow up procedures improved client timeline requirements by a full day.

Ameriquest Mortgage Company, Orange, CA 1999 to 2000
Collections Manager
Stabilized delinquency and loss controls while streamlining staff size. Created collection-training modules that are now company standard for new hires. Implemented measurement techniques to provide quality control through employee performance. Maintained delinquency below the Sub Prime industry average while reducing loss risks. Helped develop new behavioral scoring for Sub Prime industry. Redesigned call center to improve efficiency. Assembled new loss mitigation techniques in conjunction with the foreclosure department. Responsible loans from welcome call to foreclosure referral. Oversaw staff size of 100+ associates as well as 200,000 loans with average UPB of $100,000.
� Improved contact rates by 15% with experienced strategy planning.
� Leader of management foreclosure review team that reduced the foreclosure referrals from previous year.
� Initiated Integrity based programs that helped to reestablish company position within industry.

GE Capital Mortgage Services, San Bernardino, CA 1997 to 1999
Home Equity Collections & Workout Business Leader
Decreased defect ratios on foreclosure timelines by implementing strict Six Sigma measurement initiatives for process improvements. Established new measurements and flow charts for the complete collections process. Designed new strategies that were critical to quality. Increased dialer results through best time to call strategies. Instituted new loss mitigation procedures for the Home Equity department. Achieved consistently lower delinquency on each portfolio of business that was assigned. Achievements produced by thorough training and continued coaching and motivation. Began career managing over 1,000,000 loans for early stage delinquency. Advanced to Business Leader for the Home Equity portfolio which consisted of 50,000 second and high risk loans.
� Home Equity division achieved lowest delinquency in company history.
� Built Home Equity Loss Mitigation unit from the ground up.
� Authored new training programs to help improve loan counseling strategies and management.
� Maintained and managed dialer configurations and call management for each product.

Frost-Arnett Company, Houston, TX 1994 to 1997
Division Collection Manager
Launched new collection techniques for call center that significantly increased monthly profits. To better foster client relations, spoke at hospitals and offices promoting skip-tracing seminars to improve their charge off ratio. Responsible for all Human Resource issues within the division. Helped establish 2 new satellite offices within the Houston division. Overhauled training procedures on FDCPA to ensure proper guidelines met. Coordinated with sales manager to increase business from existing clients. Simplified cash procedures to improve efficiencies and quality.
� Established two new satellite offices that increased profit margins for company with the two existing clients.
� Public relations initiative through skip-tracing seminars helped clients reduce staff size and increase their company profits.
� Reached all-time high for monthly company profits during my tenure.

Chrysler Credit Corporation, Houston, TX 1983 to 1993
Customer Service Supervisor
Monthly delinquency reports were lowest in the division during my tenure. Advanced delinquency was continually reduced by increased and improved skip tracing methods. Recognized for controlling monthly costs by developing new guidelines for repossession agencies. Encouraged team building, which modernized the collection and customer service departments. Minimized cashiering errors by improving this process. Introduced new error elimination controls through Six Sigma process. Responsible for Customer Service, Collections, Foreclosure, Bankruptcy and Cashiering departments for the Houston office. Helped perform audits on dealerships.
� Monthly delinquency reduced to less than 1/4 of 1%.
� 60+ delinquency reduced to less than one tenth of 1%.
� Early identification of dealer fraud through audit process helped save the Corporation thousands of potential losses.

Education:
East Texas State University, Commerce, TX 1980
B.S., Radio-TV, Minor: Business Administration
GPA: 3.25, Major GPA: 3.50. Married and working full-time while pursuing my degree. Numerous dean's list awards as well as a member of Alpha Epsilon Rho, the Radio-TV academic honor society.

Affiliations:
Community Involvement
� Served as a past member of the Watauga, TX Parks and Recreations Board.
� Current board member for Panorama Christian School in Yucaipa, CA.
� Skilled in American Sign Language and have ministered to the deaf.
� Served as Youth Minister and Youth Deacon at local churches.

Skills:
Trained and developed a motivated, strategic-thinking and creative workforce that excels in problem resolution.

� Reduced foreclosure referrals by 1500 loans year over year for the first six months of 2005.
� Monthly delinquency results achieved were all time company best at each of the companies during my tenure.
� Created community involvement programs that propelled Rating Agency and audit improvements while creating leading edge initiatives.
� Recognized for accomplishments in building business models for the Virtual Contact Center.
� Developed 30 day training program to increase new hire knowledge and ability to serve the customer.

Improved timeline management and effectiveness while maintaining critical quality controls.

� Developed program for site where all loans had decision points along the way to improve loss reductions. Examples of decision points are financial statements being taken and decision on extending foreclosure referral.
� Home Equity timelines improved by over 20 days.
� Developed promise to pay follow up initiatives that improved repayment plan successes.

Applied motivational techniques that empowered associates with continual coaching and team building follow up.

� Through motivational techniques, retention rates reduced to 18%.
� Established recognition system for all associates that included such things as Issues Board, Pep Rally, Certificate recognition and awards for creative ideas.
� Supervisory team expectations consisted of at least 75% of time spent developing talent within their teams.

Performance management and measurements endorsed and fostered resulting in significant improvements to Call Center metrics.

� Maintained career abandonment rates of less than 3%.
� Each company call center average speed of answer was less than 60 seconds and in most instances less than 30.
� Revenue and company profits were improved through constant measurement follow up

Additional Information:
20 year career reflects experience in financial and strategic planning, loss reduction, business development, project supervision, organizational development and customer service in the highly visible and publicly scrutinized financial and mortgage industries. Additional experience includes staff development, operations, quality assurance, facility utilization/expansion, legal/regulatory relations, risk management, compensation planning, and increased company revenue stream. Launched process improvements to reduce losses through innovative programs which draw on available resources within the company and extend to within the community. Advanced a reduction of timelines with greater efficiencies and better customer service and loan counseling management. Provided executive leadership which promotes a solid commitment to company goals and objectives. Continue to communicate a sense of purpose and level of expectation to associates in order to accomplish task and develop quality driven workforce. Reputation as a self-directed professional with excellent problem solving, communication and management skills.

Reference:
Available upon request

Candidate Contact Information:

Name: Darrell Sorrells
Street: -	Phone: 909-863-1304
City: Highland	Fax: -
State: California
Zip: 92346
Web Site: