Management Manager

Marlene Moorman

**** **** **** *****, ************, IN 46220

317-***-**** Residence

317-***-**** Mobile

abhtih@r.postjobfree.com

Highly motivated and skilled management professional seeking career advancement with a dynamic,

Summary high growth organization that welcomes fresh ideas, initiative team building dedication and experience.

Offering 20+ years of high volume collections experience, innovative techniques and solid management

insight. Proven ability to build high level performers and management teams. Knowledgeable in credit

management as well as asset and liability investigation. Industry familiarity includes retail, consumer,

credit cards, student loans, mortgages, and commercial debt.

Operational Management

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Areas of

Collection Call Center Management

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Expertise Performance Analysis/Strategy

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Offshore Risk Management

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Tactical Management

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Personnel Management

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Experience Sallie Mae, Inc. 2005 Present

Director – FFELP Education Loan Collections

Manage the 60 day to default portfolio for Federal Education Loans reducing the delinquency rate to a 3

year low and achieving 120% to corporate goals. Direct interaction with BPO management vendors and

liaison to Senior Management; analysis of strategy, performance, and compliance; and developed

selection criteria and management of offshore relationships.

1. Managed staff in multiple sites including IT reporting staff, training & supervisory staff, and

call center agents.

2. Redesigned the training program resulting in lower attrition rates.

3. Lead all offshore projects in India and the Philippines (systems and collections training, onsite

support, and management training for vendor staff).

4. Built virtual management team to increase support and productivity for offshore sites.

5. Participated in start up of domestic sight with frequent travel from August 2007 through

February 2008.

6. Implemented screening process for all new hires and temporary employees, fostering

relationships with temporary agencies to improve quality of incoming personnel.

7. Currently working on improving operations and production across all business lines at 5

collection sites including 2 third party agencies.

Operations Manager – Private Education Loan Collections

Recipient of the 2006 Sallie Mae Presidential Award for producing a record year of $32 million in

reserve savings for private loan collections in 2006. Mainstreamed collection efforts for private loans;

decreased document resolve percentage by 46% while increasing staffing by 424% over a 2 year period

(2005 2007).

Responsible for operational management, strategy, and collections division for the Private Credit Student

Loan portfolio.

1. Developed supervisors, team leads, and collection agents to affect the collections of self insured

private loans. Increased payment resolve percentage from 26% to 68% in 2005.

2. Designed and facilitated training materials and policy changes to increase cash revenue and

increase production.

3. Worked on company committee’s to improve customer knowledge of credit management.

4. Prepare and implement operational plans, analyzing production strategies, and processes within

collections, document and payment processing, and risk management.

HSBC 2002 2005

Unit Manager – Mortgage and Signature Loan Division

Conceived and implemented training model for struggling performers resulting in $6.5 million savings

in performance and retention. As a result, received company award. Instrumental in development model

and mode for training of new management personnel in a dynamically changing environment.

Directly responsible for activities and production results achieved by a back end recovery specialist team

for sub prime loans. Ongoing management of coaching, training and development, monitoring quality

and compliance, and managing workloads to ensure timely completion.

5. Worked directly with upper management offering creative input for call center success.

6. Maintained employee records, completed monthly, quarterly, and annual performance reviews.

7. Worked on a cross functional training program to increase overall staff performance for the

collections unit.

8. Implemented advance skip tracing techniques resulting in significant overall cost savings

companywide.

Sigma Kalon 1998 2002

Credit Manager – Credit Division

Managed receivables portfolio for U.S. division of International Protective Coatings Company. Develop,

implement, and maintain credit and collection procedures. Responsible for issuance of client credit

management reports. Worked on special projects for the CFO, participated in onsite negotiation with

Fortune 500 companies and others to cure delinquency, approved and set credit limits on domestic and

international accounts, and trained/supervised collection staff.

Windham Professionals 1992 1998

Recovery Manager – Defaulted Student Loan Division

Managed specialized recovery unit with 32 collectors, oversaw daily operations, developed and

implemented tactical initiatives to meet department objectives and goals. Participated with management

team to increase recovery results by 67%, developed staff collection techniques and trained compliance

of federal regulations and due diligence requirements. Interacted with multiple student loan providers to

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