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Collections Manager, Customer Service Manager, Director of Collections and Servicing with 13 years experience looking for a Middle Management position.
Collections Manager, Customer Service Manager, Director of Collections and Servicing with 13 years experience looking for a Middle Management position.
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Collections Manager, Customer Service Manager, Director of Collections and Servicing with 13 years experience looking for a Middle Management position.
Авторское право:
Attribution Non-Commercial (BY-NC)
Доступные форматы
Скачайте в формате TXT, PDF, TXT или читайте онлайн в Scribd
A dynamic, energetic Professional with a solid background of advancing quickly i n supervisory and management positions in a financial services organization. Str ong ability to effectively deal with challenging high profile projects and situa tions. Results oriented individual whose track record has been recognized by exe cutive management. Integrates bottom line priorities with a team building manag ement style. Embraces change and thrives on challenges. Delivers clear expectat ions and accountability. QUALIFICATIONS Areas of Professional Expertise: Leadership, Process Improvement, Cost Containm ent, Customer Solutions and Retention, Learning and Development, Negotiation and Facilitation Skills, Vendor Relationships, Team Builder, Interpersonal Skills, Loss Prevention, and Excellent Presentation Skills. PROFESSIONAL EXPERIENCE Flagship Credit Corporation, Chadds Ford, PA 2009 - Current Purchases retail installment contracts from automobile dealers specializing in t he servicing non-prime consumers for new and late model used vehicles. COLLECTIONS MANAGER (June 2009 - Current) Direct the operations of 35-person collections and servicing department, represe nting $200MM in receivables. Responsible for ensuring employees successfully ne gotiate customer solutions according to company policies and procedures. * Created workflow process establishing consistent production and servicing expe ctations * Established quality monitoring process targeted at improving agent negotiation skills to resolve total amount due and improve cash flow for the organization * Implemented Recovery Database Network to streamline repossession process and i mprove vendor management * Developed loss mitigation team which improved 60-day delinquency by $1.6MM and reduced average monthly credit losses by $600k. * Redesigned incentive plan to better align collector compensation with company and individual performance * Established performance management process improving delinquency and credit lo sses * Partnered with risk team to develop strategies to reduce voluntary repossessio ns Chrysler Financial, Chalfont, PA 1997 - 2009 Provides Chrysler Financial dealers and customers with tailor made leasing and f inancing solutions - including insurance concepts and fleet management services. BUSINESS CENTER COLLECTIONS LEADER (Nov 2007 - May 2009) Responsible to manage 50 employees and 4 supervisors to ensure timely liquidatio n of the Mid Atlantic Region consumer portfolio and support acquisition strategi es with our sales partners. * Conduct monthly analysis of key performance indicators to develop strategies t o reduce credit losses with Senior Management and other Collection Leaders * Created relationships with sales team to improve the quality of our portfolio mix and to communicate adverse dealer trends. PATRICK B. LEADY, PAGE 2. * Analyzed and created new metrics and reporting to support improvement with our business results to align with a risk based collection model * Developed Team Leaders to improve agent results with the use coaching plans ta rgeted at changing behaviors to improve overall urgency with collection techniqu es and taking earlier action on accounts with high loss exposure * Facilitate month end meetings with collections staff to discuss business resul ts, communicate goals, and provide recognition for superior performance STRATEGY OPERATIONS MANAGER (Feb 2007-Nov 2007) Responsible to manage 3 Reporting Analysts, 2 Work Force Managers, and 1 Dialer Manager to ensure accurate and timely delivery of reports locally and across the enterprise, appropriately staff facility for peak work load, and optimize our d ialer software to maximize collection efforts. * Work closely with Senior Executives to establish business plans, set collectio n strategies, and develop reports to improve overall business operations * Established dialer strategies for collections department to improve Right Part y Contacts and to increase overall promise rates * Supported strategies with the development of dialer reporting to assist in ide ntifying business improvement opportunities from the campaign to the individual level * Improved Customer Service levels from 50% to 80% when faced with reduced staff ing by changing break and start times to accommodate for peak inbound phone volu me periods ZONE COLLECTION MANAGER (2003-2007) Responsible for ensuring employees were successful at negotiating customer solut ions in line with company policy and procedures. Managed up to 30 collection emp loyees and 4 supervisors. * Helped implement the 80/20 initiative; a company wide process improvement that raised customer satisfaction levels up over 10% and was nominated for the Presi dential Award * Reduced losses by $400 thousand on customer insurance shortages by developing a plan, which included training for the collectors, to negotiate payment on insu rance shortages * Received the Manager's Excellence Award for both 2005 and 2006 for exceeding p erformance targets by more than 20%. CUSTOMER SERVICE MANAGER (2002-2003) Responsible for interactive communications with local, state and business inquir ies and subpoenas; ensuring that the organization maintains a positive public im age in dealing with customer issues. Manages a staff of 6 supervisors. Provides a number of the organization's communication services to executives and employee s. * Managed and tracked customer complaints for all of North America, identifying trends and implementing solutions to enhance customer satisfaction * Oversee handling of all Attorney General requests and subpoenas for North Amer ica, ensuring all responses are within the scope of company policy, and all fede ral and state regulations are met * Pioneered Collections Help Desk Initiative, allowing collections agents to con tact customer service for support, fostering Chrysler's "One and Done" philosoph y with customer contacts COLLECTIONS SUPERVISOR, Horsham, PA (2000-2002) COLLECTIONS REPRESENTATIVE, Horsham, PA (1997-2000) EDUCATION Masters Business Administration, Philadelphia University, Philadelphia, PA., 200 4. Bachelor of Science, Geo-Environmental Science, Shippensburg University, Shippen sburg, PA., 1997.