Call Center Project Management

DANIEL A. HILL

P.O. Box *** Berlin, MA ***** 978-***-**** ad5nln@r.postjobfree.com

Project Management • Operations Oversight • Workforce Planning • Team Leadership SUMMARY OF QUALIFICA TIONS

Accomplished Manager with a passion for growing, coaching, and consistently improving performance- based teams. Analytical thinker who creatively manages all aspects of the proprietary data collection process while ensuring data completeness with an emphasis on high quality standards through targeted online research, phone call campaigns and implementation of effective quality assurance processes. Visionary leader who partners with cross-functional team managers to develop, enhance, and execute integrative strategies to optimize technological platforms in order to improve service quality and operational efficiency.

PROFESSIONAL EXPERIENCE

Definitive Healthcare, Framingham, MA 2017 – 2024

Director, Research Department (2020 – 2024)

Manager, Research Department (2017 – 2020)

Strategically developed and supervised a team consisting of 3 Managers and 30 Analysts from a team of 1 Manager and 10 Analysts within 2 years. Directed teams charged with outbound calls to update C-Level executive directories across multiple facilities in the healthcare sector at this 11th fastest growing private company in MA ranked on the Inc. 5000 list. Instrumental in transitioning the Research Department from US based employees to a global team of 20+ employees in Hyderabad, India in 2023.

• Partnered with multiple department managers and hit the aggressive corporate goal of adding 1.75M executives in company databases by 2023.

• Engineered the workflow to capture and analyze proprietary executive and tech data that is currently utilized. Collaborated with Data and Product teams to streamline verification procedures through web presence and LinkedIn profiles.

• Implemented tailored Talent Development geared towards members of the Research Team; promoted/transitioned 50+ employees to higher roles and departments across organization.

• Directed and launched multiple projects; created new processes to capture and confirm executives with Direct Dials and Email Verification to drive operational efficiencies.

• Initiated and built the Auditing Department in 2020 to validate the accuracy of the Research Team’s production. KPIs included: hitting Weekly call and performance goals, spelling accuracy, Quality audits for validating employees’ previous months results.

• Facilitated team growth and ultimately managed a call center which executed 30,000 calls a week and 1.5M calls each year in 2019.

Associated Credit Services, Westborough, MA 2015 – 2017 Call Center Collections Supervisor

Managed a cross-functional, diverse, flexible and skilled team of 10 third party debt collectors. Spearheaded escalated calls and proficiently negotiated repayment terms with consumers.

• Achieved 150% of goal in 2015 collecting 150k. One of the top performing agents in the company

• Achieved 225% of goal in 2016 collecting 225k. The 2nd highest performing agent in the company

• Built and trained cohesive business teams to maximize productivity and organizational effectiveness.

• Led team meetings and updated co-workers on career progress and new company initiatives.

• Partnered with fellow supervisors and strategically facilitated positive change in their teams.

• Complied w/FDCPA regulations to ensure compliance of legal guidelines within collections practices. DANIEL A. HILL – Page 2

P.O. Box 271, Berlin, MA 01503 978-***-**** ad5nln@r.postjobfree.com Project Management • Operations Oversight • Workforce Planning • Team Leadership Nelson, Watson & Associates LLC/The CBE Group, Haverhill, MA 2002 – 2015 Branch Manager (2005 – 2015)

Led progressive transitioning and growth of a small business start-up over a 10-year period, which consisted of 12 collectors back in 2005, into a thriving industry leader with a peak of 265 employees and gross collections in excess of $25M in 2014. Executed a successful buyout from Nelson, Watson & Associates, LLC to The CBE Group, Inc.

• Supervised a team of 4 Collection Managers charged with overseeing of 5 supervisors and 200 collectors at both Nelson, Watson & Associates offices in Haverhill and Beverly.

• Strategically directed daily operations, upholding the integrity of a large-scale acquisition and merger of two companies in December of 2014.

• Managed million-dollar portfolios: Capital One, 1st Financial Bank, Sovereign Bank, Resurgent Capital Services, Pinnacle Credit Services, First Marblehead Educational Services and Hesser College.

• Oversaw collection functions daily and across the entire company with attention to data quality.

• Developed, trained and mentored Collection Managers and Supervisors. Trained staff on migration to a new software and dialer system as well as company policies and procedures.

• Reported to the CEO daily to ensure that all aspects of operations were performed efficiently, and proactively resolved any issues.

Collection Manager (2003 – 2005)

Accepted a promotion and managed a team of 5 supervisors and 50+ collectors.

• Analyzed key performance indicators, efficiency and call production to ensure that goals are being met. Set daily workload strategies.

• Coached new employees in a positive direction to ensure industry success.

• Maintained a positive team morale and fostered a culture of self-awareness and inclusivity. o Led meetings w/Supervisors to ensure they were attaining team/personal goals each month. o Ran monthly contests as rewards for attaining daily, weekly, and monthly goals.

• Partnered with department heads, including: Client Services, Payment Processing, I.T., Training and Human Resources to optimize and achieve alignment across departmental priorities.

• Managed employee hiring, scheduling, workload, performance management and terminations. Collection Supervisor (2002 – 2003)

Implemented successful strategies to maximize contacts with consumers and increase collections.

• Collaborated closely with clients (debt buyers and direct issuers) to form a creative and efficient model for meeting client production goals for various types of account portfolios.

• Executed outbound calls to collect past due debts from consumers. EDUCA TION BACKGROUND

WORCESTER STATE UNIVERSITY, Worcester, MA

Bachelor of Science in Urban Studies & Affairs

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