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Customer Service Management

Safety Harbor, Florida, 34695, United States
March 01, 2011

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**** ******* **.

Safety Harbor, FL 34695

Cell: 727-***-****


Executive with over nineteen years of progressive leadership experience in

the Financial Services and Call Center/Customer Care industry, with proven

ability to conceive and execute significant operations, enterprise

management and business development strategies to improve organizational

efficiency and profitability.


High Level Strategy Development and P&L Forecasting, Planning, Business

Tactical Execution Skills Evaluation focused on ROI and

Expense Managed Growth

Proven Record of Management

Development and High Performance Substantial Experience in

Team Building Delinquency Reduction, Loss

Prevention, and Recovery in Charge

Superior Interpersonal, Cards, Revolving Credit (Prime &

Communication, Problem Solving Sub-Prime) and Subrogation

Skills and Customer/Client Support

Management Information Expertise In

Strong Analytical Framework, Developing Operations Performance

including Quantitative Analysis, and Customer and Segment

Receivable Metrics and directing Profitability Tracking

Statistical Modeling efforts

Track Record of Effective Technology

Post-merger Business Integration and Utilization to improve Operational

Significant Cost Reduction Programs Efficiency

Working knowledge of Six Sigma Leadership of both Operations and

(Green Belt) Process Technical Departments including BPO,

Offshore Business Units and Vendor

Global Project Management Management (U.S., India & Latin


CAreer history

ICCA International, Clearwater, FL

2007- Present

Vice President

Responsible for marketing/consulting for critical operations growth and

performance strategies for credit service, collection, customer service,

contact centers and vendor site management (onshore, near-shore and


. Conceiving and directing the development of various client teams from

Customer Care to Collections.

. Developed and consulted to create strategy in a complex and highly

competitive market to assure CSAT, legal and compliance requirements are

met. Consulted to develop policy and procedure for the client audit


. Consulted and supported to set operational strategies for call center

practices, voice technologies, financial/vendor management, and vendor

negotiations in the U.S. and India.

. Managing solutions design, program migration, client services and


. Directing Operations management by developing strategic and tactical

plans to reverse previous negative business trends.

The Hartford Financial Services, Inc., Orlando, FL 2005 - 2007

Vice President (Site Director) - Central Recovery Operations

Responsible for the subrogation and collections for $7 Billion indemnity

and casualty operation with $200MM in recoveries and $14MM in expense.

Managed 358 internal and 57 external associates. Complete budgetary and P&L

responsibility for the call center.

. Set up new call center operations in 2006 and surpassed all 2006 goals

with 87% new associates and 83% new leadership.

. Developed, obtained approval from senior management and implemented

several innovative strategies to move operation from traditional to non-

traditional operation.

. Implemented new technology / system and scoring to improve recoveries and

reduce expense.

. Implemented new analysis tools and techniques to identify emerging trends

and monitor performance.

. Led Claims wide initiative which developed and implemented a cohesive

strategy surrounding Customer Service. The initiative encompassed all of

Field Operations and leveraged the best ideas and resources available to

drive service innovation and consistency.

Macy*s, inc. /FAST, Inc., Cincinnati, OH 2004 - 2005

Vice President (Site Director) - Operations

Managed operations for the start-up call center with budgetary and P&L


. Developed and implemented several collection strategies to improve

liquidation rates.

. Developed effective marketing strategies for new business, resulting in

new revenues.

. Oversight of compliance and internal auditing team to assure company

adherence to include Sarbanes-Oxley, Gramm-Leach Bliley, and FDCPA.

. Forecasted revenue and developed budgets, based upon business

trends/liquidation models.

Hilco Receivables, LLC, Chicago, IL 2003 - 2004

Division of Hilco Trading, Inc.

Vice President - Operations

Managed internal/external collection of consumer and commercial debt with

five senior direct reports.

. Managed 24 outside collection vendors/agencies (approximately 355 FTEs

combined), and litigation management. Additional focus on bankruptcy,

probate claim processing/filing, post write off collections, and DMP.

. Developed and implemented several initiatives to improve liquidation/roll

rates including setting up of a national attorney network.

. Managed forward flow collections of over $100 million of commercial, bank

card, auto deficiency and retail placements each month.

. Improved several internal processes to reduce operating expenses

including implementation of new collection/recovery system (RMS).

. Participated in the purchase and sale of commercial and consumer debt;

and appraisal of accounts receivables.

Macy*s inc. /FACS Group, Inc., Cincinnati, OH 1990 -2003

Managing Director - Collections, Clearwater, FL (2000 - 2003)

Achieved exceptional collections results for four divisions (retail- prime

& sub-prime and bank card) with direct management of 475 associates, 22

managers and 3 directors.

. Implemented several initiatives to improve delinquency, roll rates and

reduce credit losses for $2 Billion FDS retail, $1.5 Billion Fingerhut

(sub-prime) and $1Billion bankcard portfolio.

. Implemented and managed the India Outsourcing initiative.

. Achieved the highest associate retention survey results in the center.

. Worked extensively with the Credit Granting team to improve the decision

making process and reduce fraud without impacting sales negatively.

. Managed all functions related to NSF Checks processing and collections.

Director - Legal Recovery, Cincinnati, OH (1997 - 2000)

Managed all P&L functions for a $2 Billion retail and $1 Billion bankcard

portfolio with direct management of 95 associates including three managers,

and one attorney.

. Managed 20 outside collection vendors/agencies, litigation forwarding,

bankruptcy processing, probate claim processing / filing, post write off

collections, and CCCS.

. Developed and implemented several initiatives to improve liquidations


. Developed innovative reporting to monitor agency performance effectively.

. Implemented several process improvements to reduce operating expense and

improve vendor relationship.

. Managed Fraud Prevention / Processing for all divisions for 13 months.

. Implemented new Recovery System - RMS - London Bridge.

additional responsibilty with

Macy*s, INC. /FACS Group, INC

Manager - Legal Recovery (1994 - 1997)

Manager - Bankruptcy / CCCS (1993 - 1994)

Supervisor - Collections (1992 - 1993)

Collector (1990 - 1992)


Master Public Administration, Northern Kentucky University

(All course work - 30 credit hours have been completed. Dissertation needs

to be completed).

Bachelor of Arts, Delhi University, India

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