Manager Quality Assurance

JILL R. BRUA

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

Upland, CA *****

909-***-****/home 909-***-****/cell

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

CAREER OBJECTIVE: To obtain a position where I can utilize my managerial

skills in banking, healthcare, distribution, manufacturing or service

related industries in the areas of credit/collections, accounting

operations, process improvements, quality assurance, service level

agreements, and accounts receivable management. I am a critical and

strategic thinker who comes with problem-solving, project management,

analytical and decision-making skills. I am looking to make a positive

contribution to an organization by exceeding contractual and company driven

goals. I will consider relocation for the right opportunity.

Wells Fargo Home Mortgage - San Bernardino, CA.

Collections Supervisor 2009-Current

Wells Fargo Home Mortgage is a servicing center for 4M Wells and Investor

owned loans

. Manager of 15 to 25 bi-lingual direct reports (inbound/outbound call

center) with a dotted line to an additional 400+

. Hiring, coaching, terminations, and human resource functions

. Oversee call center operations: compliance, service levels,

adherence, utilization, handle time, routing and quality assurance

. Analyze data for performance plans to determine accuracy and/or

implement or recommend changes

. Designed and maintain inbound/outbound scripts

. Implemented knowledge management programs, procedures, reference

manuals, and development programs

. Assist in New Hire training classes

Robert Half Finance and Accounting - Ontario, CA.

Recruiting Manager 2007 - 2008

Robert Half Finance and Accounting is a world wide recruiting firm with 8

divisions and 400 locations that specialize in the permanent placement of

highly skilled professionals

. Recruited accounting professionals

. Matched candidates to place the employed and unemployed to new

positions

. Sales and marketing to obtained job orders

BMS Reimbursement Management - Upland, CA.

Operations Manager 2006-2007

BMS Reimbursement Management provides billing, reimbursement, and general

ledger management to 150 clinics nationally. Healthcare programs:

Medicare, Medicaid, Aetna, Blue Cross Blue Shield and more. HIPPA

Compliant

. Manager of 30 billing and collection personnel

. Analyzed and improved billing processes, coding, cash application and

adjustments

. Developed reports to manage service level agreements, workload and

monitor performance

. Implemented computer enhancements eliminating rework

LandAmerica Lender Services Corporation - Irwindale, CA

Manager, Research & Control Services 2002 - 2006

(Accounting Operations - Process/Procedures Management)

LandAmerica provides servicing on real estate transactions for lenders.

They have 800 offices nationally and employ 10,000.

FDCPA, SOX and GLBA compliant.

. Manager of 6 departments with a 7 direct reports, total staff of 80+

on and offshore

. Designed/implemented the collection of receivables database

. Implemented off-shoring programs

. Built reports to manage service level agreements, compliance,

workflow, turn around times, and performance

. Wrote policy & procedures manuals

. Developed programs to track inventory, aging, and distribution

. General ledger reconciliations and Bank/Check reconciliations

. Cross departmental training

. Financial reporting, budgeting, month/year end close

Asset Management Services/National Collection Agency - Arden Hills, MN

General Manager 1996 - 2002

Asset Management Services, a national agency for commercial and consumer

collections for JP Morgan Chase Bank, Retailers National Bank-Target

Corporation, Wells Fargo Bank . FDCPA and FCRA compliant

. Hired, managed, and trained collectors

. Hired attorneys, negotiated fees, monitored their performance

. Induced litigation for major banks

. Performed garnishments, liens, levies, repossessions and judgments

. Filed and managed proofs of claim for bankruptcies

. Negotiated settlements and payment plans

. Performed analysis and audits on accounts

. Established goals and commission programs

. Generated new business through cold calls and marketing efforts

Graebel Companies, Inc. - Aurora, CO.

Corporate Credit Specialist 1992 - 1995

Responsible for corporate credit policy management for the nation's 6th

largest Van Lines with 200M in revenue

.

. Developed a credit & collection program, policies/procedures

. Directed 42 branch location's to manage their Billing and Accounts

Receivable

. Worked as a liaison with General Managers to maintain control of cash

flow

. Evaluated customers credit worthiness

. Enacted onsite credit reporting services utilizing Dun & Bradstreet

. Compiled data for senior management and bank reporting

Benson Optical Company, Inc. - Minnetonka, MN

Manager 1988 - 1991

Corporate Credit A/R Manager, Third Party Insurance Administrator, Data

Entry Manager

Benson Optical, a manufacturer of optical lenses, contacts, and hearing

aids for retail chains of over 250 stores nationally. HealthCare

Providers: Medicare, Medicaid, Blue Cross Blue Shield, Aetna, BCBS and

several HMO and PPO programs

. Wrote procedures and provided training for all retail locations on

3rd party billing processes

. Implemented an Accounts Receivable "clean-up" program involving all

250 stores

. Implemented proper billing procedures, utilizing appropriate ICD9 and

CPT coding

. Determined profitability of insurance contracts

. Initiated insurance contacts, bids and renewals

. Obtained provider numbers for multiple billing locations

. Monitored employee's performance at both the corporate and retail

store levels

Mc Henry Savings Bank - McHenry, IL.

Credit Manager / Officer 1986 - 1988

. Responsible for all facets of credit management for this $90M

financial institution

. Implemented their credit and collections system

. Established payment plans and refinancing options for delinquent

customers

. Initiated all repossession's, foreclosure's and litigation

. Provided training to loan officers.

Software & Programs: Excel, Word, Mas90, Fidelity/LPS, Avaya, Verint, IEX

Total View, Web Station, TSMS, Outlook, Power Point, MS Access, Accurint, &

Dun & Bradstreet, Trans Union, Equifax

CAREER HIGHLIGHTS:

. Achieved the highest quality score, team accuracy, above 19 peers

. Distributed my materials and tools to peers, several departments, and

other sites resulting in their immediate improvement of their teams

quality & production

. Designed and maintain inbound/outbound scripts to cover collections,

legal/investor and quality requirements

. Assist with new hire training classes delivering handouts for programs

I personally designed and implemented

. Developed and implemented a knowledge management program to gain

consistency and improve accuracy/communication with customers

. Analyzed data and developed training to control adherence to

scheduling (critical in a call center)

. Within 4 months, improved DSO's to the company's lowest in over 4

years

. The 1st to implement off-shoring programs - success!

. Improved accounts receivable from 6,630 items ($4M >120) to a record

low of $365,602

. Reduced unmatched General Ledger credits from $2.6M to an unimaginable

and steady $ZERO

. 3rd Party Debit Project $11.7M in "stale" recoveries, resulted in

$2.1M recovered

. Brought resolution to over 6,300 non-negotiated checks

. Refunds, Returns and Claims Departments: Reached contractual

compliance improving turnaround times from 60 days to 3, 5, or 10

. Restructured the 3rd party insurance billing and patient pay program's

- improved accounts receivable by 65%

. Reached a 17 year low for delinquent account's: Commercial Loans

Improved 88.4%, Boat Loans 85.7%, Mortgage Loans 65.1%, Auto Loan

42.2%

. Cultivated a credit & collection program resulting in a 66.6%

improvement and improved DSO's from 56 to 35

. Implemented credit programs reducing DSO's from 24 to 16.7 and

improved cash flow $7.3M

. Zero employee turnaround

PROVEN TRACK RECORD:

References and examples of my work including letters of recommendations,

graphs, trend analysis, procedural manuals, and more are readily available,

REFERENCES

Originals may be found for Jill Brua at www.linkedin.com

From: Helena Henry

Date: December 23, 2008

To: Jill Brua

"My title at Robert Half Finance & Accounting was Division Director. Jill

was a Recruiting Manager within my division. Jill is very personable,

direct, creative, and result oriented all exemplary attributes that modeled

success and superiority within the division."

Helena Henry

Robert Half International - Division Director

From: Cody B Tillack

Date: January 27, 2009

"Jill brought a lot of energy and direction to team that was created from

scratch. This team was dedicated to centralizing and reducing costs in the

areas, of claims processing, refund processing, mail handling, and

collection of refunds.

Jill brought with her and applied a great deal of knowledge in process set

up and improvement. She also exemplified true leadership by creating and

supporting a high energy focused team that delivered results.

Cody Tillack

LandAmerica - EVP-COO

From:Kenneth Bennett

Date: July 17, 2007

To: Jill Brua

"I have worked with and known Jill for over 5 years as we have been peers

reporting to the same manager for LandAmerica's Tax and Flood Company.

During this period, she demonstrated the qualities that companies seek in

searching for skilled and experienced managers necessary to improve and

expand a business. She has an excellent capacity to quickly grasp new

concepts and processes, supports her colleagues and her team, and has

always seeked additional responsibilities. Jill used her process

improvement knowledge to significantly overhaul and upgrade a key area in

our division in relation to loss claims and recoverables, thus saving our

company millions. Jill's competence and ability to build lasting

organizational improvements are such that, her former team has continued to

maintain the high level of performance and service."

Kenneth Bennett

LandAmerica - 1st VP-Operations Manager

Alan Woodard

Date: September 28, 2007

To: Jill Brua

"Jill Brua worked at my company, Asset Management Services LLC, for 6

years. During that time she was completely responsible for recruiting

staff, training, and production. The breadth of Jill's skill set proved to

be remarkable. She was able to hire and train those who worked for her, and

she was able to produce her own revenue while doing so.

She was able to perform at such a high level because she was quick,

thorough, multi-tracked and efficient. I often tell mutual acquaintances

that she was the best employee I ever had. That is why, four years after

she left, I am still trying to hire her back."

Alan Woodard

Asset Management Services - Owner

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