Manager Human Resources

Terri Stith

Email: abpuq7@r.postjobfree.com

Address: *** *********

City: St Rockville

State: MD

Zip: 20850

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

Call Center Collection Management Multilevel Project Management Dynamic Team Building & Leadersh Personnel ManagementStaffing & S Staffing and Hiring Processes

Educational Background:

Bachelors Degree, Management Studie

University of MD University College, 03/2012 - 05/2013

Adelphi MD, MD

Not Selected,, Not Selected

Job History / Details:

Terri N. Stith

503 Blandford St Rockville, MD 20850

Cell 301-***-****

abpuq7@r.postjobfree.com

Summary of Qualifications

More than 10 years management experience in a high volume call center environment with a focus on collections and customer service

Strong background call center/customer service management, payroll, human resources, project management, corporate billing, corporate accounts receivable, litigation support; document coding, scanning, and reprographic

Ability to supervise, organize, and assess call center/collection teams with the ability to make changes as on the fly

Designed Collection Standard Operating Procedures (SOP), collection letters and training manuals

Experienced in employee recruiting, screening, and staff supervision; benefits administration and policy implementations

Proven ability to manage multiple deadline-driven projects and supervise a variety of employees in a fast pace call center environment

Designed and authored multiple employee training manuals and materials

Expert in commercial, real estate, banking, & 3rd party consumer collections

Able to create and maintain automatic predictable dialer and soundbyte campaigns

Envisioned, designed, and developed departments from the ground up

Proven ability to manage multiple department and tasks simultaneously

Systems Knowledge

Microsoft Programs (Certified Advance): Word, Excel, Outlook, and Power Point

Microsoft Programs (Working Knowledge): Visio, Projects, SharePoint

Phone Dialer: Phonetree & Mercury Dialer

Phone Systems: ACD Suites, Cisco

MD State Computer Systems: CSES, MVA, MABS, CISM, FCR, FIDM, and BOSE

Computer Programs: Accurint, Lexis Nexis, OnBase

HR Programs: ADP (payroll) & Ceridian (recruiting)

Professional Experience

PSI Inc (Baltimore City Office of Child Support) Baltimore, MD August 2008 to Present

Enforcement Manager (state contract)

Manage first ever proactive child support enforcement & collection department in the state of Maryland. Primary focus: collection of past due child support for over 89,000 Baltimore City child support cases.

Successfully consolidated ineffectual skiptracing and collection department of 37 contractual, government, and permanent employees to a productive single department of 18 within my first six months.

Recruit, interview, select, train, appraise, coach, counsel, discipline, and terminate all employees within department

Envisioned and implemented several successful enforcement pilots and projects; Driver's License Amnesty Program 2009 & 2011, Financial Information Data Match (FIDM) 2010-present, Collection Bonus Pilot 2011-present, Workman Compensation Liens 2008-present, Auto Insurance Lien Project 2008 & 2010, and Case Stratification 2009

Drafted, developed, and implemented new child support enforcement skip tracing, collection, and legal standard operating procedures (SOP) & training manuals. SOP and collection trainings were later adopted by PSI enforcement departments in eight other states

Assigned the tasks of designing, developing and maintaining learning and development programs for employees and select members of management

Drafted, developed, and implemented enforcement phone and manual audit quality assurance procedures

Impart and develop periodic trainings on Leadership, self-development, etiquette and integrity for enforcement employees

Work closely with multiple MWBE recruiting contractors to ensure they are meeting all state and contract requirements

Monitor high profile child support payments awarded by court to ensure compliance and enforcement of child support laws.

Confer with Maryland State's Attorney to prepare court case and with the Baltimore City Sheriff's department to obtain high profile arrest warrants and prepare court cases.

Represent Baltimore City Office of Child Support enforcement interests in high profile or complicated court cases and MD Office of Administrative Hearings (OAH)

Todays Youth Mentoring (formerly known as Club Academics) Baltimore, MD October 2007 to November 2008

Operations Manager (consultant)

Conducted all aspects of operations administration, including budgeting, bookkeeping, payroll, and report generation

Monitored program and staff members for adherence to all applicable city, state, and company regulations.

Interviewed all prospective adult and student staff applicants and ensure all required background investigations and health records are on file.

Received weekly/monthly tuition payments. Created and issue overdue notices as needed

Worked closely with elementary school counselors to ensure that student mentor staff members meet all state community service requirements

NCO Attorney Network Baltimore, MD June 2002 to October 2007

Skiptracing Supervisor (Aug 2004 - Oct 2007)

Support Services Supervisor (Jan 2007 to Oct 2007)

Pre-Legal Compliance Supervisor (Aug 2004 - Jan 2007)

Collection Supervisor (Jun 2002 to Aug 2004)

Skiptracing Supervisor (Aug 2004 - Oct 2007)

Managed onsite Skiptracing department of fifteen employees

Remotely supervised outsourced Skiptracing department of 25 employees in the Philippines

Created and established production tracking system for Skiptracing Department. Continue to set the following monthly goals: Confirmed Hits, Hit Dollars, Total Accounts Skipped, Total Skip Dollars, and Department Goal

Wrote Skiptracing Manual and trained entire pre-legal staff of over 100 employees on internal and external skiptracing techniques

Conducted manual audits on each skiptracer and provided necessary feedback

Support Services Supervisor (Jan 2007 to Oct 2007)

Spearheaded the creation of new Pre-legal/Probate Administrative Department. Successfully consolidated functions of an administrative staff of fifteen into an efficient staff of six.

Supervised Support Services Department in all day to day operations: recording and scanning all incoming mail and faxes, processing and posting all local incoming payments, generating all Pre-legal and Probate correspondence such as; Initial and Second Demand, Next of Kin, and Settlement Offer letters, and Release & Satisfaction of Claim Requests

Supervised other aspect of support services; Pre-legal and Probate weekly department payroll, supply ordering, and processing of all services requests for new hires and current employees

Pre-Legal Compliance Supervisor (Aug 2004 - Jan 2007)

Ensured managers and supervisors complied with the company's established disciplinary procedures

Monitored phone calls and files of all collectors to ensure FDCPA compliance

Designed and implemented collector tracking and review program

Ensured all FDCPA, FDCRA, HIPAA collector certifications were current

Collection Supervisor (Jun 2002 to Aug 2004)

Supervised and disciplined collectors and department team leader in day to date activities

Ensured department achieved revenue and customer-retention goals while increasing client profitability through relationship building, updating debtor information, and locating potential assets

Reviewed collection activity and provided necessary discipline up to and including termination

Negotiated and enforced collections to recover funds and expedite the clearance of delinquent accounts.

Monitored collectors arrival, departure, and break time

Provided a 2nd voice and necessary support to collectors as needed

Reviewed escalated consumer collection accounts and prepared for lawsuit

Approved collector's repayment and settlements offers

On-Site Sourcing Inc Gaithersburg, MD/Alexandria VA July 2000 to May 2002

Credit Manager/Senior Accounts Receivable Adjuster (Apr 2001 to May 2002)

Accounts Receivable Adjuster (Jan 2001 to Apr 2001)

Human Resources/Billing Manager (July 2000 to Jan 2001)

Credit Manager/Senior AR Manager (April 2001 to May 2002)

Established commercial credit limits for new clients and modified credit limits for existing clients as needed.

Outsourced severely delinquent accounts to competing attorneys for litigation. Monitored success/failure rate.

Regularly reviewed "Bad Debt Accounts" in all markets and determine appropriate collection action

Filed claims and represented company in small claims court for client non-payment

Supervised accounts receivable support staff and monitor day-to-day activities

Drafted new and tailored existing overdue notices and collection letters

Assured accounts receivable team adhered to the Fair Debt Collection Act

AR Adjuster (Jan 2001 to Apr 2001)

Conducted commercial, third party, and contract accounts receivable

Routinely travelled and visited important clients to hand deliver invoices and collect large payments

Ensured that all delinquent accounts within responsibility are being called

Completed and researched invoice adjustments as need

Re-billed and corrected invoices as needed

Human Resources/Billing Manager (July 2000 to Jan 2001)

Established and maintained all Human Resources functions for Gaithersburg, MD acquisition. Including staff development/training, OSHA/EEO compliance, and employee files reflecting salary increases, deductions, garnishments, benefits, payroll exceptions, and W-2 withholdings, exercising a high level of confidentiality.

Recruited, screened and interviewed exempt, nonexempt, and hourly personnel for diverse employment areas

Processed payroll for exempt, non-exempt, and commission employees

Reviewed and processed all client billing for the Gaithersburg location

Info Edge Technology Inc (Navy Litigation Office contract) Washington DC/Crystal City VA April 2000 to July 2000

Project Coordinator (Apr 2000 to July 2000)

Interim Office Manager (May 2000 to July 2000)

Project Coordinator (Apr 2000 to July 2000)

Coordinated confidential Navy litigation projects between multiple data processing centers in various national locations

Worked with Project Managers, Document Processing Managers, and Navy attorneys throughout the duration of projects to determine and meet production deadlines

Recruited full-time and temporary staff for new Navy projects; screened and interviewed potential employees for project compliance

Developed site document inventory and tracking system

Interim Office Manager (May 2000 to July 2000)

Created and maintained all new hire employee files and forwarded to corporate Human Resources

Developed purchasing procedures and organized new branch office; purchased office furnishings, equipment, and office/project supplies

Coordinated maintenance of corporate living quarters and travel arrangements for visiting executives and Navy Personnel

Honors and Awards

Team Leader of the Year, Policy Studies, 2011

PSI 2010 Spirit of Innovation & Creativity Award, Policy Studies Inc, 2010

CEO's Award for Outstanding Leadership, Policy Studies Inc, 2009

Supervisor of the Year (NE Region), NCO Financial, 2005

Living the PSI Vision (Nominee), Policy Studies Inc, 2011

Education

Management Studies May 2013

University of Maryland University College, Adelphi, MD - Degree seeking BS

Current enrollee estimated completion date Spring 2013

History, Minor: Early Childhood Education

Montgomery College, Rockville, MD - Attended 1992-1994

Certifications

FDCPA (Fair Debt Reporting Act) June 2002 to June 2008 - annual re-certification by PSI Online Learning 2008-Present

FCRA (Fair Credit Reporting Act) NCO Online Learning, June 2002 to June 2008 - annual re-certification by PSI Online Learning 2008-Present

HIPAA (Health Insurance Portability and Accountability Act of 1996) NCO Online Learning, June 2002 to June 2008 - annual re-certification by PSI Online Learning 2008-Present

Collection/Accounts Receivable Management Rockhurst University Seminar, 2002

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