Customer Service Six Sigma
Resume:
Kris Fountain
**** *. ***** *****, *******, AZ **051
*********@*****.***
Objective To obtain a Career Position, that utilizes my experience in performance management, staff
development resulting in high performance and superior company results
Experience Collection Manager, TruWest Credit Union February 2008 – August 2013
Manage collection portfolio of $12M, including direct and in direct auto loans, unsecured
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loans, Visa, Mortgage/HELOC loans.
Design and implement processes with in the department to maximize efficiencies
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Successful implementation of Akcelerant Framework
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Manage a current staff of 16, which includes, Collectors, Real Estate Loss Mitigate,
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Bankruptcy and Remarketing Coordinators.
Manage all foreclosures/trustee sales as well as REO re sales. Work with FNMA on
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modification options/remedies
Manage attorney/agency network
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Manage and facilitate portfolio sale of charged off accounts totaling $22M
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Hire and training employees
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Director of Training & Development, MRS Associates April 2005 – December 2007
Design and deliver Basic/Intermediate/Advanced Collection & Customer Service training in
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a large call center environment
Design and deliver Intermediate/Advanced Management training to all levels of
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management company wide
2
Manage local and remote staff of 4 classroom trainers as well as 8 floor trainers. Remote
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locations include, Ohio, New Jersey, India
Coach and develop all staff within the organization, including all call monitoring
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Manage local dialer implementation, design and ensure training was delivered to all
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employees
Recruit, interview and hire employees
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Center Operations Manager, Ford Motor Credit October 2000 – April 2005
Manage collection portfolio with net recoveries in excess of $100M
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Manage 5 Team Leaders each with a staff of 10 15 employees, provide coaching and
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development on a continuous basis
Manage a team of 60 customer service/collectors, insurance, remarketing and bankruptcy
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staff
Utilize Six Sigma for all project management
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Six Sigma Green Belt certified
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Recruit, interview and hire employees
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Sr. Learning and Development Specialist, Ford Motor Credit April 1995 – October 2000
Facilitate new hire straining both instructor led as well as web base course to large call
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center staff
Design and deliver coaching to customer service/collectors which increased their
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performance stats by up to 65%
Design and implement call monitoring standards call center wide as well as manage the
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Quality Assurance Call Monitoring coaches.
Delivery team building and management training
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Plan and implement in center all employee annual meetings, coordinate all presenters and
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activities for staff.
Skills
Exception coaching and developing skills
Strong motivator
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Six Sigma Green Belt Certified
2
KF
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