Kansas City, MO 64110 816-260-4050 email@example.com
VP DIRECTOR COLLECTIONS RECOVERY
Primary orientation on P&L style results management-- planning, forecasting, & execution for positive results.
Designed, orchestrated, and executed multiple center call center and dialer operations for analytically leveraged
results. Ongoing data mining and application of strategic design methodology to enhance results and raise the bar.
Hands on day to day management of dialer campaigns and people performance to drive real time modifications to
continually optimize outcomes.
Exceptionally strong analytical skills, innovative in defining Key Performance Indicators, designing process
workflows, and leading in a Continuous Improvement environment.
Extensive industry knowledge in collections and recovery portfolio management and analysis, capacity models,
cash flows and profitability analysis, scoring/segmentation and strategy development.
Deep relationships within the debt collection industry affords knowledge of best practices and standards.
In depth knowledge and understanding of both Federal and State level collection law, for a variety of asset classes
including deficiency balances.
Highly skilled in proactively implementing process, system and policy improvements that drive net revenue,
collections, customer, and employee satisfaction.
Excellent client first orientation, providing disciplined, regular communication to advance partnerships both
internally and externally.
Strong focus on people development skills, using coaching, functionally aligned scorecard and feedback sessions,
and the development of skills crucial to success in collections and highly effective call center operations.
Constant self development of best practices regarding call center, dialer strategy and tactics, and collections agent
performance through industry publications, participation in various profession industry trade forums, and
COO COLLECTIONS RECOVERY, KANSAS CITY, MO JAN 2012-JUNE 2012
CYDONIA SVCS, LLC
Completed a full dimensional operational review to identify strategic and tactical opportunities according to
industry best practices for collection call centers. Communicated findings to leadership with cost benefit
analytics to illustrate the financial opportunities.
Reviewed existing dialing platform and recommended an alternative solution that provided superior
functionality at 75% of the existing cost.
Worked with analytics vendors to seek opportunities to obtain appended data to enhance collectability of the
accounts or enhance efficiencies.
Assisted IT and operations management during a particularly challenging collections system conversion
through the application of a formal project management approach.
Achieved quick hits through prime time schedule adds while not creating overtime. Also began dialer blast
campaigns to accelerate inbound call volume.
Produced capacity and KPI models and regular updates on progress.
Worked closely with line management to teach and instill the discipline of execution through daily reviews of
prior day's productivity and how it related to dollars collected.
Introduced a basic call and queue monitoring function to enhance control of collection activity.
VP COLLECTIONS RECOVERY, KANSAS CITY, MO APR 2006-JAN 2011
Managed the debt sales process, successfully executing contracts that exceeded $20B over five years.
Conducted buyer and vendor due diligence to gain insights into their call center, collection strategy, and dialer
execution to assist Citi with assimilating industry best practices.
Actively sourced, qualified and added over 20 new well capitalized buyers. Significantly impacted sales
pricing and bottom line revenues by strengthening competition and driving the bid process.
Managed the complete execution and subsequent reporting requirements for a significant volume and diversity
of forward flow debt sale contracts: Including credit cards, loan and mortgage products.
Developed creative sales transactions that enhanced overall long term pricing and relationships with debt
buying clients; Using data sharing, back end profit allocation, and other creative sales methodologies.
Worked closely with each portfolio manager to analyze additional opportunity volumes for debt sales;
recommended upstream process improvements where treatment deficiencies were identified.
Constantly evaluated platform and strategy to ensure optimum results were being derived; Using strategic
testing of various auction processes, product packaging and segmentation (balance ranges, broker impacts, and
small lot breakouts).
Communicated findings to the broad, high level executive management team using a variety of media,
including power point summaries and supporting spreadsheet analyses.
Conducted regular business reviews to communicate progress on the resolution of issues, market price trends,
industry feedback on key items, and the status of ongoing initiatives.
Maintained, developed and strengthened process controls that instilled additional discipline and oversight.
Worked closely with Associate GC regarding contractual issues and developing regulatory requirements.
AVP COLLECTIONS RECOVERY , SAINT JOSEPH, MO JUNE 2004-APR 2006
JP MORGAN CHASE (SST)
Redesigned workflow and implemented the use of the Genesys predictive dialing system to enhance
productivity and provide a random account delivery to set the stage for a performance based culture.
Redesigned incentive system, daily performance reporting, and goals to align the efforts of the entire
department towards net revenue production based off a hybrid queue ownership and dialer based operation.
Introduced performance based monthly scorecards to drive incentives and calibrate periodic reviews.
Worked closely with each supervisor to implement a coaching and feedback system that enhanced agent call
skills and drive collections.
Communicated the improvements and results of the department to key clients on weekly and periodic
conference calls; Creating client partnerships based on continuous improvement.
Worked with MIS team to develop a new menu of analytics that would guide the development of overall
collection strategy, portfolio analysis, and capacity planning.
Led department in the assumption of collections of a novel asset class (Credit Cards).
Personally developed, maintained, and evaluated liquidation curve analyses using a variety of criteria
including static pool charge off by month.
Continuously enhanced dialer strategy and overall treatment through data mining analysis.
Drove the efficiency ratio to exceed 38%, from an all time low of 110%.
Led the Department that scored highest in the company for morale under the JPMC Employee Poll Results.
AVP COLLECTIONS, CYPRESS, CA 2003-2003
DRIVE FINANCIAL SERVICES
Improved Key Performance measures by an average of 25% over the course of 4 months.
Introduced key metrics and developed agent scorecards for dialer environments, laying the foundation for a
performance culture. Developed expectation measurements that would meet and exceed industry standard
Implemented coaching and feedback systems tied to a novel agent skills report that would guide and direct the
supervisors’ efforts in front line staff development.
Developed and promoted key supervisor for promotion to department manager and focused on showing her
how to manage production and performance.
Led the hiring, training, and integration of 30 new collectors in an effort to infuse energetic and capable new
talent into the existing team as well as meet capacity targets for planned growth.
Conducted structured ‘one-on-one’ development meetings on a weekly basis, at both the manager and
supervisor level; held daily progress reviews to create a results driven environment.
Manager Collections, San Diego, CA 2000-2003
HSBC Auto Finance
Earned Hall of Fame Manager Award twice, awarded to only the top 2.5% of Management Performers.
Started new loss mitigation area consisting of 4 groups including Extensions, Repossession Review, Payment
Plans, and Workouts.
Managed 10 direct staff, overseeing 48 personnel. Rewrote policies and procedures for each area, in
collaboration with cross-functional managers, that were subsequently incorporated into the company’s
Compliance or Policy Manuals. Fostered career development through continuous performance improvement
training. Member of Collector Alert Report Review Committee overseeing policies prior to publishing.
Centralized Extension Group across entire company to deliver standards, consistency and improved
performance. Automated tracking and met company targets for the first time in 6 months.
Improved operational efficiency by 15% in Repossession Review.
Revamped procedures in Payment Plans leading to 5% performance improvement.
Saved over $10MM in annual losses by creatively developing contract changes for customers,
eliminating need for repossession.
Two time recipient of “Hall of Fame Manager” award (2001 & 2003) and Profitable Growth Star
Awards (250 Shares Company Stock).
MANAGER COLLECTIONS II 1999-2000
US BANCORP, PORTLAND, OR / DENVER, CO
Managed a department consisting of 3 Supervisors, 3 Leads and 33 Collectors that performed collections on 30+day,
delinquent dealer originated auto loans.
Restructured organization, revamped systems and reduced non-performing headcount by15%.
Created a centralized skip trace unit that led to improve efficiencies and performance.
Surpassed delinquency and loss targets by 5%; $60K less than budgeted.
Conducted weekly group training sessions to drive best practices in auto loan collections. Personally
conducted one-on-one working sessions with frontline personnel.
Served as Operations Manager, Dialer Strategy Manager, and in various Collections Portfolio
Management Consulting positions, including Companies like The Finance
Company, Consumer Portfolio Services, and JD Byrider/CNAC Finance.
BA Psychology Magna Cum Laude
Virginia Wesleyan College 1993
Focus: Expertise and Exceptional Performance
United States Army, Specialist 4
1986-1989, Honorable Discharge
Letter Of Recommendation to West Point Preparatory Academy