Paul Jason Rowe

706-***-**** **** Veterans Parkway, Columbus, GA 31909 abgsbs@r.postjobfree.com

Contact Center Management

Operational Management, Client Services, Project Management, Process Improvement

Collections Manager with domestic, near shore, and off shore experience with a diverse background in management to include business analysis, process

improvement, and project management. Proven accomplishments in operational management to exceed expectations; development of staff; development of new

products and services; and improvement of operations, products, and services.

Key Strengths

Operations Management Quality Assurance Client Management Project Management

Business Analysis

Strategic Planning Process Improvement Vendor Management

Service / Product Development

Risk / Strategy Management Disaster Recovery Outsource Management

P&L, Budget

Workforce Management Technology Management Site Development

Career Positions

TSYS, Inc. Collections, Manager 2009 – Current

• Provides management and leadership (Collections / Skip Tracing, Specialty Off Phone, Project Management and Strategy) domestically (United States)

and abroad to a management staff in a first party collections environment servicing consumer credit card, commercial credit card, and flexible spending

healthcare card portfolios for clients such as Barclays, TD Bank, Wal Mart (Canada).

• As part of the management team has won Champion / Challenger competitions for portfolio volume, maintaining a 75%+ win rate over competing debt

collection companies

• Interacts daily with clients in a client facing role for performance calibrations, consulting, business reviews, on boarding, and sales presentations (new /

organic growth)

• Responsible for implementation and operational management of Key Performance Metric Systems, Incentive Programs, multiple performance

enhancing / cost saving internal projects (ie IVR for collections, multi channel collections), and product / service research and development for new

revenue streams (ie multi source servicing)

• Develops dialing strategies and contact methods based on statistical analysis of historical performance (ie best time to call / risk scoring / propensity to

pay), account behavior, and contact preferences

TSYS, Inc. Business Analysis, Manager 2008 – 2009

• Provided management and leadership to 10 FTE of Business Analysts who consistently oversaw 90+ software / process improvement / redesign / new

product development / start up projects at any given time for global managed services clients in various business lines (Collections, Call Center /

Customer Service, IVR, Fraud, Disputes, Accounting, Back Office)

• Developed education (based on IIBA's BABOK and PMI's PMBOK) and career growth programs for entry level to senior roles

• Primary process improvement representative for a global assessment and consulting team

• Co Developed and implemented new project methodologies and procedures

• Developed and implemented new project and individual Key Performance Indicators

TSYS, Inc. Process Improvement Analyst to Senior Process Improvement Analyst 2002 2007

• Identify, support and / or lead strategically aligned process improvement projects

• Experienced in various global managed services projects for consumer and commercial based services across multiple clients (such as State Farm

Bank, Barclays, Citibank, ABN AMRO): Call Center, Back Office, Debt Collection and Risk Management

Six Sigma Project on Call Center Quality (2005)

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Six Sigma Project on Project Management Methodology (2006)

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Six Sigma Project on Skip Trace and Verification (2006, 16% of Departmental Annual Revenue)

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Six Sigma Project for Dispute Compliance (2006, 7% of Departmental Annual Revenue)

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Design for Six Sigma Project on Mailroom, Imaging and Work Queuing (2007, Forecasted 10 20% of Departmental Annual Revenue)

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• Experienced in various project types: Product / Process Optimization, Global Services Strategy, Key Performance Measurement Systems, Management

Information Systems, Front End Systems

• Mentorship of project leaders on Six Sigma projects

Six Sigma Lean Project on Non Value Added Time Reduction in Debt Collection Back Office (2007, Forecasted 5 10% of Annual Revenues)

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Six Sigma Project on Temporary Employee Turnover (2007)

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• Primary process improvement representative for a global assessment and consulting team

• Management of a Documentation & Best Practices team

• Development and implementation of a documentation system based on ISO 9001:2000 guidelines; including cost modeling of client policy driven

changes to operational procedures

• Development and implementation of a benchmarking and best practices system linked to policy and procedure

• Development and implementation of a process improvement idea generation and reward program

Certifications / Training

• Project Management Institute (PMI) Project Management Professional (PMP)

• Arizona State University – Six Sigma Green Belt (SSGB) certification

• American Society of Quality (ASQ) Certified Quality Improvement Associate (CQIA)

• TSYS – Six Sigma Green Belt (SSGB) certification

• TSYS CPD – Software Quality Engineering (SQE)

Education

• Bachelors Degree in International Business & Finance, New York Institute of Technology

• Associates Degree in Business Administration, Georgia Military College

References

George Pitts, Senior Lead of Collections, TSYS. Phone: 706-***-****, Email: abgsbs@r.postjobfree.com

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Greg Christensen, Associate Director of Process Improvement, TSYS. Phone: 706-***-****, Email: abgsbs@r.postjobfree.com

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Rene Andringa, Vice President of Customer Contact, InsightCards. Phone: 205-***-****

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Brian McLeod, Manager of Collections, TSYS. Phone: 706-***-****, Email: abgsbs@r.postjobfree.com

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Crystal Bryant, Office Manager, Tax Professionals. Phone: 706-***-****

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Tonie Robinson, Site Director, Spherion. Phone: 706-***-****

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