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Executive Summary
Highly motivated, result-driven executive manager with over 15 years experience in
all aspects of operations, strategic management, credit, collections, and customer
service management. Superb ability to rapidly asses’ diverse situational
challenges, develop action plans, and lead team to exceed targeted goals.
Core Competencies
* Performance Management * Client Relations * Quality Control * Strategic /
Tactical
* Project Management / Implementation * Third-Party Recovery Management *
Negotiations
* Budget Planning & Cost Control * Business Process & Strategy Development * Team
Building
* Performance Analysis
Professional Experience
Harris & Harris LTD, Chicago IL
1992 - 2009
Director of Operations
2005 - 2009
* Provided strategic and tactical oversight while overseeing day to day operations
of Client relations, customer service, and call center.
* Increased client relations and client base by nearly 60% by spearheading an
implementation process and project team.
* Directed and executed a 120 day client amnesty project which netted $9 million
in revenue for our client, and $2.8 million in revenue for our firm.
* Developed and implemented an employee recognition/incentive program, which
improved the work environment, over all company wide attrition, tenure, and
decreased turnover 48%.
* Developed work strategies and performance standards which contributed to the
growth of monthly revenue by 200% with in 2 years.
* Designed and implemented a new management/supervisory mentoring program
resulting in a 35% growth in management staff.
* Restructured hiring, training/development, and evaluations of employees
improving retention of qualified staff and increasing staff from 160 to 300 in a
15 month time frame.
* Enhanced efficiencies and developed more cost effective process by establishing
a customer quality help desk division. Cutting departmental costs and improving
cash flow by 20%.
* Re-engineered payment instrument by consolidating customer service associates
with and automated IVR payment system. Resulting in a 30% reduction in labor
costs, 70% increase in payment plan arrangements, and decreasing default rate from
59% to 34%.
Education
* Associates in Business Management
1989
Northeastern Illinois University, Chicago IL
* General Studies
1986
Fresno State University, Fresno California