Customer Service Manager

Randall A. Bryan

***** * ***** **., *** *** ********.**@*****.***

Surprise, AZ 85388 480-***-****

DIRECTOR OF OPERATIONS (Collections Management)

Results-oriented leader with military background and more than 15 years experience

managing collection specialists, collection operations and call centers. Known for

developing high level of rapport with personnel and clients, as well as attorneys and law

enforcement agencies. Proven ability to implement innovative strategies resulting in

increased collection capability and recovery rates, improved team performance, and

award-winning levels of customer service and client satisfaction.

AREAS OF EXCELLENCE

• •

Collections strategies Interpersonal communication

• •

Customer service Investigation

• •

Decision-making Leadership courses

• •

Employee mentoring Management and supervision

• •

Employee training Military veteran

• •

Financial counseling Negotiation

• •

Forecasting and reporting Policy & procedure development

• •

Hiring and termination Problem solving

• •

Human resources Team building

PROFESSIONAL EXPERIENCE

Wyse Financial Denver, CO Feb 2011 to Apr 2012

DIRECTOR OF OPERATIONS

Implemented autodialer system and strategy to boost call volume resulting in a

22% increase in amount collected within first 6 months

Increased overall collection rate for debt buyers by 19% by initiating vendor

engagement to facilitate research identifying debtors most likely to repay (based on

multiple indicators)

Engaged new investigative vendor for skip tracing; increased overall collection

ability of portfolio by 10%

Reduced turnover by 7% by implementing new training programs and improved

performance monitoring techniques

Improved overall performance of staff and operations, resulting in additional

500,000 in accounts for the agency with one new debt buyer

Set up language lines to allow consumers to communicate in their native language,

resulting in improved customer service and client satisfaction

Financial Asset Management Beaverton, OR June 2010 to Feb 2011

COLLECTIONS MANAGER

Recognized with Top Collections Manager Award within first two months

Managed collection teams for federal debt, implemented strategies for recovery

and created deferment programs when appropriate

Aargon Collection Agency Las Vegas, NV May 2003 to June 2010

FRONT-END COLLECTIONS MANAGER (CALL CENTER)

Recognized for Most Money Collected in One Day, One Week, and One Year

(current record holder for the company)

Developed new policies and procedures for legal department, resulting in approx.

750 lawsuits per month, increased collection capability and extended rights for the

client

Achieved $600,000 average collected per month (up from a previous high of

$10,000 in one month) by implementing autodialer system, training employees to

be more effective, and managing contract negotiations

Opened new satellite offices, set up all operations and developed teams from the

ground up

Impact Collection Service San Jose, CA May 2001 to May 2003

OFFICE DIRECTOR

Promoted within 6 months of hire (from Skip Tracer to Office Director)

Set a new company record, collecting $320,000 in one month for one client

Trained, motivated and mentored all collection and support staff

Implemented autodialer system and strategy to increase call volume and improve

collection rates

Aargon Collection Agency Las Vegas, NV May 1999 to May 2001

OFFICE MANAGER (CALL CENTER)

Developed lasting business relationships and achieved excellent performance

record that resulted in rehire in 2003

Same responsibilities outlined above

Wells Fargo Bank San Diego, CA Oct 1996 to May 1999

COLLECTION SUPERVISOR (CALL CENTER)

Won 8 Team Player Awards for exceptional teamwork, leadership and attitude

Invited to assist in merger with First Interstate; migrated lines and loans from

existing call center to new one out-of-state; trained previous staff on new

procedures and integrated operations without disruption

EDUCATION

Century Business College, San Diego, CA

Associates Degree, Criminal Justice (Honor Student)

Certificate in Private Investigation / Security

Randall A. Bryan

11142 N 165th Dr., Apt 106 ********.**@*****.***

Surprise, AZ 85388 480-***-****

MILITARY SERVICE

United States Army, Nov 1978 to Nov 1985 (Honorable Discharge)

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