Manager Quality Assurance

Antoinette Loftus

W**** Pine Court

Elkhorn, WI *3121

Home Phone: 262-***-**** ab822o@r.postjobfree.com Cell Phone: 262-***-****

OBJECTIVE: To secure an opportunity that utilizes twenty plus years of Call Center Management expertise with emphasis placed on

quality results.

QUALIFICATIONS: A highly energized team-leader and motivator. An ardent professional with proven success in leading teams toward

goal achievements, while maintaining corporate and industry compliance. Twenty ones years of various stage collections for infinite

consumer lenders, including subsidized and unsubsidized lending. Call Center Business Strategic Planning Committee Chairperson.

EXPERIENCE:

Accounts Receivable Specialist- Rock Energy Cooperative, South Beloit, IL (2009-Present)

• Responsible for Day to Day collection of all past due utility accounts

Created collection process for outstanding receivables from early stage to late stage for a membership of 38,000

Established collection procedures for residential versus commercial members

Implemented repayment policy and procedure for company

Negotiate repayment plans and collection for entire membership

Responsible for day to day disconnection of non-paying members

Accountable for uploading daily call list for third party vendor

Monitor, and audit external third party collection agency

Designed and maintain month end reporting for aging of receivables for CEO

Site Director- Harris & Harris LTD, West Allis, WI (2007-2009)

• Accountable for day to day operation of remote Call Center

Recruited, interviewed, and trained all collection representatives for new call center

Created incentive plans to motivate collection staff

Assisted in securing all appropriate licensing for office and staff

Community out reach for business development

Partnered with Work force Development

Designed and implemented strategic calling campaigns that resulted in increased recoveries by 30% for 14 medical

providers and 8 utility companies

Ensured compliance in all facets of third party collections, including but not limited to FDCPA, FTC, FCRA, HIPPA,

and employment laws

Monitored penetration, abandon call, kept rates and right party contact ratios for calling campaigns

Scrutinized and adjusted work standards to address inventory penetration to meet recovery goals and work standards for

various clientele

Collaborated with corporate office to implement and streamline processes to allow for cohesion between call centers

Interacted with sales and marketing to ensure client satisfaction

Responsible for trouble shooting technological and telephony malfunctions remotely

Sustained all aspects of managing an office including but not limited to supplies, vendor contracts, NPI safeguarding,

attrition, work processes

Reported monthly call center profitability to CEO and COO

Senior Operations Manager - Arrow Financial Services, LLC, Whitewater, WI (1998 -2007)

• Coach and Develop Account Associates for the Whitewater Calling Center

Coached and developed 35 account representatives, along with 3 Unit Managers for the Premier product division with

$60M in annual placements

Exceeded assigned goals that resulted in increased market share for top level product lines within the division

Increased collection recoveries from $650K on average to $1.2M per month

Partnered with Training and Development for the creation and implementation of training platforms for Phase III

collection staff

Established monthly goals for associates to meet client revenue expectations

Voice-Track call monitoring for corporate and regulatory compliance

Perform weekly and quarterly audits for quality assurance

Communicated and supported departmental and corporate initiatives

Reviewed performance statistics and formalized action plans

• Facilitate Calling Campaigns for the Whitewater Calling Center

Responsible for implementing and troubleshooting IVR and inbound call blending platforms for 250 employees

Collaborated with 4 remote call centers to implement best practices throughout the Debt Management Organization

Analyzed and implemented strategic dialing campaigns that allowed for proactively addressing gaps in inventory

management to increase recoveries

Monitored penetration, abandon call, and right-party contact ratios

Ensured predictive dialing settings coincide with varied campaign objectives

Partner with Information Technology to ensure compliance with client specific work standards

Analyzed campaign performance and associates’ effectiveness by defining clear expectations

Created and provided reports to Director of Operations

Collection Manager - Med-Health Financial Services, Milwaukee, WI (1995 - 1998)

Designed and Implemented an Early-Out program for Froedtert Memorial Hospital, which included letter series campaigns and auto-

dialing campaigns, securing a $1.2 million portfolio.

Responsible for selection, hiring and training all Patient Account Representatives

Analyzed productivity of all collection personnel

Met and/or exceeded all collections quotas

Managed all dialing campaigns; increased overall collection ratios through adjustment of business unit’s strategy and

dialing settings

Responsible for setting and achieving recovery goals for various medical clientele such as Children’s Hospital of WI,

Medical College of WI, Aurora Health Care, Medical Associates, and various other medical clients

Call Center Manager - Payco American Corp. (DBA: OSI) Brookfield, WI (1989 - 1995)

Managed 100-150 call center representatives along with 4 unit supervisors that provided outbound call management services for thirty-

nine remote collection facilities with an emphasis on: Campaign penetration, contact ratios, kept rates, and zero tolerance complaint

policy.

Created and implemented on-line partnerships with Roadway Express and Carolina Freightways.

Designed work standards and managed business flow for diversified clientele: American Express, Bank of New York, Chase Bank,

Texaco, BMG, Telco, Mortgage Lenders, along with hundreds of large medical facilities and student loan grantors.

Other positions held at OSI: Recovery Manager, Legal Administrator, Unit Leader, and Account Representative

Systems Expertise: FACS, CUBS, Guaranteed Contacts (GC), IVR, Artiva, TouchStar, Microsoft Suite

Education: UW-Milwaukee -Extension Business Management, Coaching, and Development certificates-2007

UW-Waukesha -Business Management Associates Degree- 1986

Other -Attended various leadership workshops throughout my career

References available upon request

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