Quality Assurance Manager

Personal Data Sheet

APPLICANT: Mark Shawn Neill

HOME ADDRESS: **** ***** *****

Becker, MN 55308

TELEPHONE: Home - 763-***-****

Mobile - 612-***-****

Email- abk10t@r.postjobfree.com

OBJECTIVE

To obtain a position that will allow me to exercise my managerial guidance,

operations leadership, and results driven skills in a competitive call

center environment.

EXPERIENCE

Bureau of Collection Recovery 12/2005 to 8/2010

President & Chief Operating Officer

7575 Corporate Way

Eden Prairie, MN 55344

. Overall operational responsibility for the agency containing 13 plus

clients, 15 managers and 220 collectors.

. Coordinate activities between all departments to serve the client,

including Sales, Operations, Client Service, Quality Assurance and

Compliance.

. Collect and analyze information to identify enhanced client service

opportunities.

. Responsible for all client goals.

. Oversee client issues and ensure long-term problem resolution.

. Full P&L responsibilities, including the establishment of budgets and

management of center revenue and expense categories.

. Implementing strategy on competitive clients.

Universal Systems 3/2004 to 12/2005

Operations Manager

7575 Corporate Way

Eden Prairie, MN 55344

. Overall operational responsibility for the call center containing 10

clients, 5 managers and 90 right party contact specialists.

. Coordinate activities between all departments to serve the client,

including Sales, Operations, Quality Assurance and Compliance.

. Collect and analyze information to identify enhanced client service

opportunities.

. Oversee client issues and ensure long-term problem resolution.

. Full P&L responsibilities, including the establishment of budgets and

management of center revenue and expense categories.

Bureau of Collection Recovery 3/2001 to 3/2004

Vice President of Operations

7575 Corporate Way

Eden Prairie, MN 55344

. Overall operational responsibility for the agency containing 19 plus

clients, 7 managers and 120 collectors.

. Coordinate activities between all departments to serve the client,

including Sales, Operations, Quality Assurance and Compliance.

. Collect and analyze information to identify enhanced client service

opportunities.

. Responsible for all client goals.

. Oversee client issues and ensure long-term problem resolution.

. Full P&L responsibilities, including the establishment of budgets and

management of center revenue and expense categories.

. Implementing strategy on competitive clients.

Bureau of Collection Recovery 9/1999 to 3/2001

Collection Manager

7575 Corporate Way

Eden Prairie, MN 55344

. Responsible for 3 supervisors 45 collectors/10 skiptracers.

. Developed skiptracing team.

. Responsible for all skiptracing efforts within the company.

. Administrator of CUBS collection system.

. Responsible for Mosaix dialing campaign on the portfolio.

. Responsible for opening an office in Willmar, MN and developing a

team of Collectors/ Skiptracers from the ground up.

Bureau of Collection Recovery 3/1993 to 9/1999

Collector/Team Lead

7575 Corporate Way

Eden Prairie, MN 55344

. Within 3 months of joining with the company earned the right to be

called the #1 Fee producer for 60 months consecutively.

Fingerhut Corporation 6/1988 - 3/1993

108 Thomas Circle

Monticello, Minnesota 55362

. Collector - Contacting customers, making debt collection

arrangements.

EDUCATION:

North Hennepin Community College March 1992 - May 1994

. Business Mid-Management/Finance A.A.S. Degree

Becker High School May 1988

. High School Diploma

REFERENCES:

. Available upon request.

Contact this candidate