Customer Service Management

STEVEN M. GRESH

*** **** ***** ***********, ** **082 C: 614/572-9737 H: 614/523-2526 *******@*****.***

EXECUTIVE MANAGEMENT

Healthcare Customer Service Collections Sales Call Center Management Operations

Results-driven, innovative Operations Executive experienced in both entrepreneurial and corporate/healthcare

management, policy development and relationship building. Proven ability to succeed in a fast-paced, customer-facing

environment while maximizing partnerships and ensuring operational integrity. Strong track record of organizational

leadership, employee mentorship, strategic planning initiatives and achieving results.

CORE COMPETENCIES

Project Management/Dental Fraud Prevention Risk Analysis

Customer Treatment/Retention Key Relationship Development Operational /Policy Development

Collections/Recovery/Workout Budget/Forecasting Matrix Management

Negotiations Organizational Restructuring

PROFESSIONAL EXPERIENCE

BANK OF AMERICA PRACTICE SOLUTIONS, Westerville, Ohio

VICE PRESIDENT & GROUP OPERATIONS MANAGER, August 1998 to May 2013

Effectively and efficiently managed post-funding, Customer Contact responsibilities for a healthcare financing

(dental/medical/veterinary)line of business consisting of exempt and non-exempt staff. Proactively devised and executed

successful strategies to achieve department and line of business goals. Created and implemented new business initiatives

to minimize loss to the line of business and maximize the customer experience. Short-term program goals included and

resulted in: increased pre-funding customer contact, improved departmental relations and enhanced marketplace

reputation.

Key Achievements:

Customer Service and Commercial Collections/Recovery/Workout Negotiations – Developed and

implemented calling strategies to provide a diligent servicing effort for a $5.0B securitized, non-securitized

healthcare (dental/medical/veterinary) loan portfolio while preserving sales relationships. Sustained results of

delinquency ratio, losses and recoveries significantly favorable to plan.

Call Center Management – Managed inbound/outbound call center operations for the entire line of

business exceeding production and service level requirements, achieving a call abandon rate of less than 2%.

Operate and control Avaya phone system which includes opening/closing call center and developing strategies to

maximize the customer treatment across the entire line of business.

Relationship Building – Experienced in matrix management, working across department boundaries

gaining the buy-in and trust of associates to meet line of business and enterprise objectives. Worked in unison

with all departments to develop strategies to ensure voice-to-voice contact.

Redesign of Customer Interaction/Retention Model – Recognized deficiencies within the line of business

addressing customer treatment. Instituted Customer Satisfaction Department to enhance the customer experience

as well as created Payoff/Customer Retention Department to minimize portfolio runoff by retaining 78% of

creditworthy customers through competitive pricing and negotiations.

S. Gresh

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Compliance/Risk/Audit – Ensured operational integrity by working with business partners to maintain

satisfactory audit results through direct interaction with internal/external audit staff. Maintained and updated

policies and procedures to maintain operational compliance.

Budgeting/Accounting/Forecasting – Managed annual budget for four (4) departments which included

expenses, forecasting, collections, call volumes and FTE review. Compile and distribute weekly forecasts to the

line of business and enterprise. Regularly provided monthly business reviews to senior leaders with results,

trends, forecasts and strategies through comprehensive visual presentations.

Staff Management and Development – Motivated, developed, educated and directed a diverse staff of

managers and associates over a wide variety of responsibilities. Conducted education classes for all customer-

facing associates to keep them informed of the enterprise’s new customer treatment initiatives. Successfully

managed and retained staff with outcome-based performance focus via creative incentive plans.

CHASE MANHATTAN MORTGAGE, Worthington, Ohio

COLLECTIONS SUPERVISOR & OFFICER, October 1988 to August 1998

Developed, directed and motivated staff of non-exempt loan counselors and team leaders responsible for 250,000 monthly

incoming and 500,000 monthly outgoing calls to minimize delinquency for a 1.5 million loan, $130 billion

FHA/VA/FNMA/FHLMC mortgage portfolio. Overhauled staff performance review and evaluation process, effectively

linking structured evaluation to compensatory packages. Evaluated and updated policies and procedures to keep pace

with dynamic working environment.

Key Achievements:

Call Center Management – Operated Voicelink Automated Dialing and Rockwell ACD phone systems and

furnished daily delinquency performance of portfolio to senior management.

Staff Training and Advancement– Developed and implemented the first formalized department training program

and trainer and responsible for new hire education for entire Collection Department.

Policy Development – Established various programs to ensure compliance with investor servicing guidelines;

developed and maintained department procedure manual outlining daily operations.

Strategic Alliances – Conducted due diligence visits to other financial institutions on behalf of other departments.

Budget/Sales Forecasting – Assisted with formulation of annual department budget.

RECOGNITION & ACTIVITIES

Mentored new associates on accepted business practices and standards

Senior Management Recognition 2009, overhauling Legal Department workflow

Senior Management Recognition 2009, clear, concise and insightful presentation

Spirit Medallion Recipient 2008, streamlining departmental processes

Numerous Service Star Award, exemplary customer service

Member of The Ohio State University Alumni Association. Participated in the Salvation Army’s Adopt-A-Family Program

in 2010. Actively involved in fundraising activities with the Westerville North

Athletics Boosters organization.

EDUCATION

BA in Economics The Ohio State University Columbus, OH.

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