Senior Manager

William C. Comer

**** ****** ****** ******- ****** BEACH, FL 33572

PHONE: 443-***-****

*********@*****.***

CAREER OBJECTIVE

Results-oriented leader seeks a challenging position that requires the utilization of strong leadership, management, motivational, analytical, marketing and organizational skills.

STRENGTHS/QUALIFICATIONS

Performance-driven, insightful financial and customer services professional with a proven ability to achieve and exceed all business development and revenue generation goals in high-pressure, fast-paced call center and operations environments.

- Proven track record of successfully managing and training various size teams from 3-35 in a variety of different business areas.

- Skilled at consulting with clients and customers to delineate and analyze their financial situations and develop strategic solutions to further their financial goals.

- Proven record of identifying potential clients and developing marketing strategies to facilitate long-term business relationships.

- Comprehensive knowledge of and experience in analyzing and understanding the financial statements for both individuals and small businesses.

- Experience and intimate knowledge of all customer contact business areas including customer service, collections, underwriting, credit lending, fraud and risk management.

- Adept at successfully managing various sized call centers and call center operations.

PROFESSIONAL EXPERIENCE

Corinthian Colleges Inc. -Santa Anna, California January 2011-September 2013

Regional Director of Student Services

Provided exceptional leadership for the development and implementation of Student Service strategies for the Everest University Online Division.

- Responsible for managing 8-10 Directorteams with 80-100 indirect reports.

- Provided the leadership to achieve retention budgets while reporting to the Assistant Vice President for Student Services.

- Developed weekly attrition forecasts and retention budgets. Reviewed and presented forecasts to Group Vice President and the President of the Online Division.

- Successfully reduced student attrition from 15% to 8%.

- Increased overall customer satisfaction levels to over 85% as measured against student success initiatives for the Online Division.

- Continually increased the Division’s Net Promoter Score year over year.

- Improved service levels and reduced abandoned rates.

- Responsible for the Online Division’s Re-entry teams. Ensured that the online program for Re-entry students met enrollment and retention goals quarter over quarter.

- Led a project team that successfully stood up Student Services teams in Colorado Springs that were responsible for the management of student populations that were enrolled by the Tampa site. Responsible for all aspects including, policy review and revision, IT/Resource support and development, hiring and training plans, telephony and routing solutions, etc. Managed team remotely from Tampa, team size was over 50 representatives and 4 Directors.

Corinthian Colleges Inc. -Santa Anna, California July 2010-December 2010

Director of Student Services- Compliance/ Satisfactory Academic Progress/High Risk

Ensured academic integrity, student retention and compliance with company, federal, state, and regional regulatory requirements and accreditation standards for all Online Divisional operations.

- Responsible for providing leadership for quality assurance and compliance in the area of academic student support and administration for policies for 3 online sites across the United States.

- Maintained cross-functional and cross-site partnerships with Student Services, Admissions, Financial Aid, Registrar, and Internal Compliance to ensure development, implementation and interpretation of all Satisfactory Academic Progress policies were in-line with department goals and objectives.

- Managed a team that delivered exceptional student service to the highest risk students.

- Enhanced overall customer satisfaction and experience for continuing and returning students assigned to the high risk team.

- Engaged new start advisors to develop and deliver webinars and services to enhance the student’s “onboarding” experience.

- Provided initial and ongoing training for division in the area of Satisfactory Academic Progress (SAP) services and compliance.

- Streamlinedpolicies and procedures to promote understanding and achieve the highest level of compliance and retention.

Cecil County Sheriff’s Office – Elkton, Maryland September 2003-July 2010 Maryland Transportation Authority Police – Baltimore, Maryland

Officer First Class

Utilized strong investigative, analytic and communication skills to interact with victims and solve crimes. Used organizational skills and attention to detail to complete critical reports, forms and other documentation.

- Selected as a Field Training Officer (FTO).

- While being detailed to the Hatem Bridge detachment, I assisted in the day-to-day operations such as dispatching and developing schedules in efforts to reduce overtime expenses for 10 officers.

Bank of America, (formerly MBNA America Bank, N.A.) – Newark, Delaware April 2002-August 2003

Unsecured Credit Manager

Responsible for managing teams varying in size from 15 to 35 credit specialist generating over $15 million in credit lines per month. Ensured that credit specialist made the appropriate credit decisions by the proper review of personal credit reports, business and personal tax returns, and business financial records. Drove outstanding growth by developing strategies to encourage balance transfers at the time of the application.

- Managed a project team of 10 managers responsible for developing a new division performance appraisal document and appraisal process.

- Earned a $50 thousand unsecured lending authority.

- Presented team projects to the Senior Operating Committee and provided recommendations on ways to improve and expand affinity marketing programs.

- Surpassed business acquisition goals each month.

Collections Manager October 2000-March 2002

Managed the efforts of various sized collection teams ranging in size from 15 to 30 collection representatives. Responsible for the managing and training of collection representatives in the proper collections, servicing and other loss mitigation and recovery techniques on a variety of unsecured and secured loans including home equity, automobile, and aircraft loans.

- Consistently surpassed monthly team collection goals.

- Managed teams responsible for the delinquency of a portfolio of approximately 5000-6000 accounts with an average portfolio balance of $20-30 million.

American Express Financial Advisors – Wilmington, Delaware May 1999-September 2000

Financial Planner/Stockbroker

Developeda client base through networking, cross-marketing, seminar and direct mail marketing strategies. Ensured client retention by providing strategic investment recommendations based on evaluation of analyst reports covering fixed income and equity investing. Employed numerous investment instruments to allow clients to meet their financial and personal goals.

- Consistently exceeded established account development and revenue generation goals.

- Executed strategic sales techniques resulting in a solid account base and consistent performance above quotas.

- Selected to train and manage 15 to 20 new advisors.

- Responsible for managing all aspects of my own financial planning practice including 2 full time assistants/para-planners and 1 full time secretary.

Bank of America, (formerly MBNA America Bank, N.A.) – Wilmington, Delaware October 1998-April 1999

Mortgage Loan Originator

Interviewed loan applicants to document income, debt and credit history. Requested and reviewed documents such as income tax returns and property descriptions for verification. Determined if applicant met established lending standards and aggressively marketed the best mortgage program available in an effort to increase outstandings and meet customer goals. Worked with applicant or other persons to resolve credit report discrepancies.

- Surpassed monthly loan acquisition goals.

- Developed strategies to approach and develop new mortgage leads.

- Effectively managed a pipeline of 20-30 loans at different phases of the loan completion process.

- Used both ‘Cold” and “Warm” calling techniques to contact leads and convert them into mortgage customers.

Senior Loss Prevention Account Manager September 1997-October 1998

Responsible for collections, servicing and other loss mitigation and recovery activities on a variety of unsecured and secured loans including home equity, automobile, and aircraft loans. Arranged for the repossession and sale of repossessed

automobiles and aircraft. Initiated short-sales for severely past due home equity loans. Resolved routine billing inquiries and negotiated payment arrangements to cure delinquent and charged-off accounts. Educated customers on account terms and marketed alternative payment programs and methods.

- Surpassed monthly collection goals.

- Responsible for managing the delinquency of a portfolio of approximately 400-500 accounts with an average portfolio balance of $2-3 million.

- Selected as a peer mentor for new loss prevention account managers.

- Appointed to the Consumer Finance Fraud detection and Risk Management task force.

- Solely responsible for the success and delinquency rate of a $30 million aircraft and a $1 million automobile loan portfolio.

- Excelled at using a variety of “skip-tracing” techniques and tools in order to locate past due customers.

Customer Service RepresentativeAugust 1996-August 1997

Responsible for answering customer queries, problem solving and providing detailed information on new and existing products. Performed market research surveys on customer needs and requirements. Generated repeat business through the marketing of balance transfers during customer inquiries. Marketed the features and benefits of products to customer in order to minimize account closures and increase customer retention and satisfaction.

- Selected as a peer mentor and assisted in the training of new customer service representatives.

- Appointed to the Consumer Finance Retention and Activation task force due to ability to consistently surpass monthly retention and acquisition goals.

EDUCATION

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION-Frostburg State University, Frostburg, MD

Dean’s List for 3 years

CREDENTIALS

Technical Certifications: - Microsoft Networking Technology Program, ComputerTraining.com, Newark, DE: 2009

- Microsoft Certified Technology Specialist (MCTS): MS Windows Vista Configuration, Microsoft Certified Professional, and Microsoft Certified Systems Administrator (MCSA): 2003

Licenses: - Series 7, Series 63, and Series 65 (Expired)

- Licensed to sell Life, Health and Long-Term Care Insurance Maryland, Delaware, Pennsylvania, and Arizona (Expired)

- Maryland Home Improvement License, Maryland Home Improvement Commission

Professional Development: - 3-day Leadership Excellence Training Program for senior leaders

- Strengths-Based Leadership, based upon the book “Strengths Based Leadership: Great Leaders, Teams, and Why People Follow” by Tom Rath and Barry Conchie

- Change Management Training Program, based upon the book “Managing Transitions-Making the Most of Change” by William Bridges

- 3-day Training, based on “7 Habits of Highly Effective People” and “7 Habits for Managers” created by Stephen Covey

- Behavior Style and How to Influence Others Training, based upon the training developed by SENN Delaney

- Situational Leadership II Training Program, developed by the Ken Blanchard Companies

- Coaching/Feedback Training, based upon the book “Sales Coaching: Making the Great Leap from Sales Manager to Sales Coach” by Linda Richardson

Other Certification: - Certified Police Officer, Accredited by the Maryland Police and Correctional Training Commission (MPCTC), Maryland Transportation Authority Para-military Police Academy: 2004

MAJOR ACHIEVEMENTS

Chief’s Award of Excellence, for achieving the highest grade point average and finishing at the top of academy class

Received the following recognition during tenure at American Express Financial Advisors:

- American Express Financial Advisors Inc. President’s Recognition Award

- Ameriprise Mercury Award

- Ameriprise First Year Top Achiever Award

TECHNICAL PROFICIENCY

Microsoft Office Applications: Word, Excel, Access, PowerPoint and Outlook Telephony Reporting and Monitoring Tools: Calibrio, Cisco Agent Desktop and Supervisor Monitoring, Exony’s Virtualized Interaction Manager (VIM9), Client Relationship Management (CRM) Tools: Talisma Auto-dialer systems/applications (LiveVox) Cisco WebEx, Cisco VPN applications

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