DIRECTOR OF FINANCE

GENESIS FINANCIAL LIMITED - GAINESVILLE, GA - JULY 2013 TO PRESENT

Manage day to day operation of finance company specializing in sub-prime

auto finance including underwriting verification, credit approval, customer

service, collections, payment processing, technology development and

deployment, repossession and post charge off recovery functions. Developed

and implemented collection and customer service strategy. Initiated and

supported weekly training for all company personnel in customer service

excellence, negotiation techniques and communication skills. Developed and

enhanced existing CRM software, implemented and monitored compliance and

quality assurance program and developed key performance indicator reporting

metrics.

SENIOR VICE PRESIDENT OPERATIONS

PENTAGROUP FINANCIAL SERVICES / REDLINE RECOVERY SERVICES, LLC - HOUSTON,

TEXAS - DECEMBER 2011 TO MAY 2013

Responsibilities include call center management for Houston and Buffalo

call center operations including dialer and work flow strategy development,

compliance adherence, account workflow mapping and technology

implementation. Responsible for all aspects of the operations including but

not limited to staffing, scheduling, strategy development and

implementation. Worked directly with sales department in developing and

maintaining client relationships while ensuring outstanding customer

service. Additional responsibilities include inventory analysis and

management, work strategies, dialer strategy and implementation, budgeting

and forecasting. Develop and implement compensation, motivational

incentives, company contests and incentive plans. Responsible for retention

policies, attrition control and maintaining client work standards and

competitive performance levels. Assist in and oversee on-going staff

development, contact software enhancement and implementation. Assist back

office personnel with daily operations and client requests. Maintain client

relationships via daily interaction, weekly and monthly performance calls,

audit responses, site visits and client conferences. Work with software

development team to develop and implement software enhancements and

strategy improvements.

SITE PRESIDENT

REDLINE RECOVERY SERVICES, LLC - HOUSTON, TEXAS -MARCH 2005 - DECEMBER

2011.

Complete responsibility for office startup and growth for 300+ seat call

center. Manage daily call center operations. Responsible for all aspects of

the operations including but not limited to staffing, training, scheduling,

technology implementation and strategy development as well as strategic

planning and implementation. Assist sales department with client

development and on-going client customer service. Additional

responsibilities include client inventory analysis and management, contact

strategy and implementation, budgeting, forecasting, developing and

implementing compensation and incentive plans, attrition control and

maintaining superior performance. Oversee quality assurance and compliance

implementation, policy development, assist in and oversee on-going staff

development and support back office personnel. Maintain full P & L

responsibility for site.

OPERATIONS MANAGER

RISK MANAGEMENT ALTERNATIVES, INC. - HOUSTON, TEXAS - OCTOBER 2000 TO MARCH

2005.

Directly and indirectly supervise 18 managers and 300 FTE in an

inbound/outbound call center responsible for the customer service and

collections recovery of $340,000,000 in VISA/MC accounts. Responsible for

handling the daily operations of call center including responsibility for

call center staffing and scheduling, developing and implementing technology

solutions, creating and implementing action plans, forecasting, budgeting,

implementing incentive plans and interfacing with clients. Direct

responsibility for development, testing and implementation of contact

strategies to maximize ROI and reduce delinquencies while maintaining a

superior customer service and quality level. Maintain site P&L

responsibility.

DIRECTOR OF OPERATIONS / SITE DIRECTOR

EQUIFAX RISK MANAGEMENT SERVICES - HOUSTON, TEXAS - FEBRUARY 1992 TO

OCTOBER 2000.

Maintained direct responsibility for 14 managers and 175 FTE in an

inbound/outbound call center. Responsible for development, testing and

implementation of contact and dialer strategies for call center operations.

Ensured compliance with all federal and state laws. Monitored profit and

loss statements. Developed, assessed and implemented new workflow

strategies to increase company profit while maximizing performance and

reducing expenses. Maintained client relationships through personal visits

and telephone calls and assisted sales department with new prospects.

Interfaced with technology, accounting and corporate staff to resolve

operational issues. Developed and monitored employee incentives.

Responsibilities included bankcard, medical, retail, telecommunication and

commercial divisions.

Skills:

Collection workflow and strategy

Compliance and quality assurance

Collection software development and integration

Dialer administration and strategy

MS Office integration

John J. Powers

2247 Mayors Way

Buford, GA 30519

Cell: 713-***-****

Email: acggob@r.postjobfree.com

acggob@r.postjobfree.com

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