Robert D. Begley

**** ******* ******

Louisville, KY 40205

Home 502-***-****

Cell 502-***-****

SUMMARY OF QUALIFICATIONS

I am a results oriented professional with over 20 years of progressive Operations management experience, with strong emphasis in Credit, Collections, and Customer Service Management. Expertise in Collections policies and procedure development, FDCPA practices, Quality improvement initiatives, collection strategy and tactics, and proficient in contract law. Knowledge of credit bureau reporting including e-OSCAR credit reporting system, familiar with D&B Risk Assessment Manager. Proficient in (but not limited to) Microsoft Excel, Access, Visio, MAS90 accounting software, Call Accounting Software (CAS), Integrated Mosaix technology, AS/400 systems, C.U.B.S. (Columbia Ultimate Business Systems. I am a responsible self-starter, very hands-on with ability to recruit and train staff. I have managed multiple departments with diversified teams of over 75 employees. I am licensed as a Collection Agency Manager in thirteen states.

SYKES ENTERPRISES, INCORPORATED, LOUISVILLE, KENTUCKY

08/2009 – Present SENIOR OPERATIONS MANAGER, One West Bank Mortgage Services

• Manage a staff of up to 75+, including five (5) five Department Managers and 70+ multi functional inbound/outbound phone teams. Manage all aspects of servicing and collection of loan portfolios for One West Bank, formerly Indy Mac Mortgage.

• Manage all phases of production, including recruiting, training, and coaching staff. Increased several key metrics areas substantially; payments collected have increased by 260% since July month end; payments/hr % has gone from 0.05 at July month end to 0.85 current MTD. Louisville site has improved from 5th place (last) to exceeding all four internal OWB sites performance in all KPI’s.

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CSG, LOUISVILLE, KENTUCKY

01/2007 – 08/2009 LEGAL LIAISON DIRECTOR

• Managed staff of five (5) Legal Liaison Analysts in Commercial and Consumer Subrogation unit. Major clients include Burlington Insurance, State Farm (GA), Indiana Farm Bureau, and GE Capital. Strong emphasis in Consumer collections including Medical and Insurance collections.

• Managed both Adjustment (Preliminary) and Legal Forwarding Units as necessary, bonding claims to outside counsel and managing workflow of accounts through the litigation process including judgment recovery.

EUHLER HERMES - UNITED MERCANTILE AGENCIES, LOUISVILLE, KENTUCKY

09/2002 – 01/2007 DISTRICT SUPERVISOR, INTERNATIONAL CREDIT DIVISION

• Managed all phases of litigation, including supervision of 17 Creditors Rights attorneys in a designated geographic region.

• Exceeded all recovery expectations, increasing unit recovery by 75% over previous Department Head.

THE STUDENT LOAN PEOPLE (KHESLC), LOUISVILLE, KENTUCKY

09/1999 – 06/2002 CUSTOMER SERVICE (LOAN SERVICING) MANAGER

• Managed a staff of 60+, which included four Department Managers and 45+ multi functional inbound/outbound phone teams. Managed all aspects of servicing and collection of loan portfolios, which were in excess of $2.5 billion.

• Established credit-scoring models and managed credit risk for a $200 Million Consolidation Lending Department.

• Increased collection of Kentucky portfolios by 30% without adding additional staff.

• Reduced default claims filing by 83% over previous 7-month average.

• Decreased total 120+ day portfolio balances by 30% (from $56 to $43 Million) within 3 months of assuming responsibility of Default Aversion and Loss Mitigation (April 2000).

• Exceeded expectations on yearly budget model by containing cost expenditures within budget.

01/1997 – 11/1997 ASSISTANT COLLECTIONS MANAGER

• Developed training goals and objectives for departmental supervisors and staff, prepared annual department operating budgets. Assisted in the ground floor start-up of the Federal Direct Loan Servicing Center for the United States Department of Education.

NATIONAL PROCESSING COMPANY, INC., LOUISVILLE, KENTUCKY

01/1998 – 09/1999 CORPORATE COLLECTION MANAGER

• Responsible for all management functions for the Collection Department including recruiting, training, direction, and direct supervision of department employees in managing the Bankcard merchant portfolio.

• Increased collections of all portfolios by 150% (over 1997 totals) within 6 months of fully staffing team. Department was on pace to exceed 1998 totals by 75%.

• Increased performance ratio to 40% average on all NCC placements, up from approximately 5% collection ratio when NCC affiliates were handling their own collections.

• Decreased department collection costs by more than 50% by initiating aggressive cost reduction procedures, including streamlining Credit bureau updating and controlling expenditures on skip tracing tools.

• Represented company as legal witness at related trials and mediations. Made personal collection visits.

EDUCATION

MBA PROGRAM - WEBSTER UNIVERSITY – 12 hours completed towards MBA

Completed courses include Human Resources Development, Business Communications, and Marketing Principles.

BACHELOR OF BUSINESS ADMINISTRATION - EASTERN KENTUCKY UNIVERSITY, 1987

GPA 3.12/4.00 Overall, 3.60/4.00 Business Core. Dean’s List 8 semesters; member of American Marketing Association and National Honor Society. Received Rapid American Academic Scholarship by maintaining an elevated GPA each semester.

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