Christopher Gresford Humes

Ft, Lauderdale, FL ***10

954-***-****

llpjxi@r.postjobfree.com

http://www.linkedin.com/in/christopherhumes

MBA Credit and Collections Manager and Coach

MBA Credit and Collections professional and Coach, who combines visionary and leadership skills to lead, coach and mentor teams who have generated seven figure improvements in revenue. My passion for leadership can be best demonstrated by my innate ability to energize and motivate multi-cultural teams into action, by coaching them in productive money management conversations with customers, which minimizes losses and enhances departmental performance.

AREAS OF EXPERTISE

Process Improvement/ Project Management

Portfolio Management/ Statutory Requirements

Credit Bureau Reporting/Customer Engagement

Credit Score Analysis/Team and People Management

Financial Statement Analysis/ Written and Verbal communication

Customer Risk Assessment/Credit and Collection Analysis

Consumer Lending/Strategy Development

Training/Employee Development

Quality Assurance/Regulatory Compliance

PROFESSIONAL EXPERIENCE

AMERICAN EXPRESS – Credit Operations 1994 – 2012

Credit Manager – Operations (2010 – 2012)

Promoted into role as Management Operating Systems Leader. Charged with driving a corporate wide cultural shift in collection strategy, fostering performance and accountability in 300+ Credit and Collection Analysts. Led nine Quality Analysts and one Team Leader tasked with reviewing and assessing existing Call Model skill sets of all Credit Analysts and Collectors located in US and India. Compared current behavior against Collection Call Model skill sets and compiled data to identify gaps.

Developed 30 Team Leaders to train Direct Reports in new methodology which dramatically improved collection effectiveness, customer experience, and collector confidence

Designed customized behavioral training techniques that allowed collectors to:

*prevent customers terminating collection call improving 136%

*demonstrate empathy/acknowledgement of customer statements improving 72%

*fully negotiate for total dollars due in shortest time period improving 1170%

Project Analyst - Lead (2008 – 2010)

Promoted to spearhead four to five major projects, delivering significant functional change to numerous applications for single business products and services.

*Saved $5M annually as a result of leading Credit Automated Dialer Implementation Project, moving collections from manual to automated dialing; coordinating collector training/change management activities, and significantly increasing customer contacts

*Managed Previously Cancelled Account Project which created viable new collection strategy resulting in re-issuing 1500+ new cards and recovering $400K+ in delinquent payments

Senior Credit Analyst (1998 – 2008)

Interacted with high net worth customers enabling increased consumer and commercial spend. Assessed the risk of client accounts with minimum monthly transaction balances between $250K and in excess of $15M+.

* Developed relationships with high profile clients and consistently delivered extraordinary service as measured by positive customer feedback scores

*Coordinated with internal parties to investigate and resolve customer issues preventing collection

*Facilitated payment arrangement negotiations and extensions of credit Initiates and maintained customer contacts to ensure prompt payment

*Prepared analytical reports for Senior Credit Leadership Team detailing collection status of high-value delinquent accounts

New Hire Team Leader (1997 – 1998)

Promoted to direct a team of 15 highly motivated collectors, handling escalated customer calls and providing daily management for credit & collections; provided performance feedback and suggestions.

*Delivered operational and soft skills training content to new collectors using multiple delivery methods for successful knowledge and skills transfer

Credit Analyst (1994 – 1997)

*Handled high-volume inbound and outbound calls on current and past due accounts. Negotiated, collected and resolved accounts using persuasive communication skills to encourage future card usage while maintaining customer satisfaction.

EDUCATION AND TRAINING

Master of Business Administration – Nova Southeastern University, Fort Lauderdale, FL 2007

Bachelor of Science/Professional Administration – Barry University, Miami, FL 2003

Human Resource Certificate – Barry University, Miami, FL 2001

Certified in Collections Methodology – Center for Business Solutions (CBS) 2010

Values Integration Leadership Workshop – Wayne Huizenga, School of Business 2007

SOFTWARE

MS Project, Word, Excel and PowerPoint, Outlook

CBS Management Operating System/Call Model

AMERICAN EXPRESS AWARDS FOR OUTSTANDING PERFORMANCE

Gold Ring of Reward and Recognition 2008, 2006 (3X), 2000

Quality Employee of the Month 2010, 2006, 2005, 2001, 1999

Employee Engagement 2006

Great Performer Honorable Mention 1998

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