Sales Customer Service

ROBERT RICOBENE

**** ****** **** ( Tinley Park, Illinois 60487

708-***-**** Home 708-***-**** Mobile

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

VICE PRESIDENT COLLECTION OPERATIONS

A highly accomplished C-level executive with more than 20 years progressive

leadership experience contracting multi-million dollars sales, directing

corporate growth, streamlining operational processes, and driving critical

business development initiatives. Possesses a proven ability to lead

collection and sales executives in multiple locations to exceed goals,

embrace innovative options, build strong internal controls, and increase

productivity while reducing costs. Proven extensive background in business

development, new client originations, call center operations, information

technology, multi-million dollars collection and portfolio management,

operational metrics, key performance indicators, client services, P&L

Management, budget development, and finance. I have extensive experience

and proficiency in the use and knowledge of Ontario System's

FACS/Guaranteed Contacts, and DAKCS Sting and VIClll collection software.

Professional Experience

Cash Flow Consultants ( January 1980 to 2009

Accounts Receivable Management Company operating on a national basis for a

wide variety of commercial, retail, and medical industries with offices in

Georgia, Missouri, and Illinois.

Vice President of Collection and Sales Operations 1993 to 2009

Administered all P&L, staffing, recoveries, attorney relations, client

relations, employee development, issue resolution, regulatory compliance,

and quality control. Directed and mentored five departmental heads,

managers, 2 staff attorneys, 150+ FTE collectors, 25 outsource FTE

collectors, IT, HR, payment processing, and administrative staff. Highly

driven, results oriented, strategic leader with proven record of

accomplishment of success managing a staff of 25 FTE sales positions and

all collection processes including call center operations. Analytical

thinker, competent decision-maker and effective problem solver with

demonstrated ability to achieve personal and organization goals.

Specific Collection Accomplishments

. Implemented new methods and procedures to insure that all collection

offices were operating at peak performance, and overall profit and loss

goals (EBITDA) were achieved.

. Designed and initiated a settlement program for a telecommunications

client that generated an additional $2M in gross client recoveries the

1st month initiated, and $4M EBITDA agency revenue at FYE.

. Maximized revenue generation from account treatment by utilizing,

developing, and managing Ontario System's FACS tactics Guaranteed

Contacts predictive dialer software.

. Increased collector performance 20% (450K monthly increase) by

implementing a collections scorecard and standards of performance for

collection offices.

. Implemented and utilized DVR recording capability for training, auditing,

negotiation techniques, talk-off protocols, and to ensure FDCPA

compliance.

. Developed and managed DAKCS intercept codes for daily account flow and

VIC dialer software campaigns to insure maximum revenue generation goals

were achieved.

ROBERT RICOBENE ( Page 2 ( ******@****.***

. Designed and implemented a Web based internet (CC/ACH/CBP) payment system

resulting in $250K monthly (collector unassisted) payments.

. Developed criteria between customer service and collection management to

achieve strong client relationships and exceptional service for external

customers.

. Developed client specific collection groups, and group supervisory

positions, to maximize client revenue and foster strong team atmosphere

and employee morale.

. Developed attendance incentive programs which reduced tardiness and

collector sick days by 30%.

. Reduced collection management overhead costs 20% by restructuring job

functions and realigning duties.

. Exceeded all client recovery percentage expectations 5% by developing

numerous weekly, monthly, and annual collector incentive contest and

recognition awards.

. Utilized operational metrics to reduce costs and increase efficiency and

effectiveness in skip tracing departments.

. Maintained all FDCPA and State law compliance.

Specific Sales Accomplishments

. Excluding one time projects and secondary placements, increased primary

placements by $100M over a 3 year period.

. Secured a Midwest region telecommunications secondary placement contract

resulting in $600M in referrals.

. Secured contract with a leading local hospital resulting in $40M in

secondary referrals.

. Secured contract with a leading retailer to outsource all collections and

customer service functions which resulted in $12M in annual placements,

and $2M EBITDA annual corporate revenue.

. Secured a commercial contract from a leading security company which

resulted in $250K monthly gross revenue.

. Secured contract with a local hospital medical provider for early-out and

primary placements resulting in $50K monthly gross revenue.

. Secured a contract with a leading retailer for primary and secondary

referrals resulting in $60K monthly revenue.

. Secured contract with a credit card provider resulting in $40K monthly

revenue.

. Created and marketed a new business process outsourcing solution,

resulting in the acquiring of several multi-million dollar accounts.

. Exceeded sales projections 24% by cross selling services, maintaining

strong client relationships, observing services issues, and offering

necessary solutions.

. Formed a national financial services vertical sales team of 25

associates, which enabled the company to accelerate its revenue growth

and exceed aggressive national sales targets by 20%.

Other Accomplishments

. Utilized organizational key performance indicators to measure number of

active and new customers, customer churn, total revenues, and employee

development.

. Created and managed customer services/customer retention group which

increased client longevity by 25% the first year implemented.

. Identify and implemented strategies utilizing Operational Metrics to

enhance productivity while maintaining low costs.

. Reduced DSO 45% by analyzing and implementing new processes.

. Reduced overhead costs by 24% through effective outsourcing of

administrative tasks.

. Decreased clerical operating costs 50% by streamlining connection between

clerical and administrative functions.

ROBERT RICOBENE ( Page 3 ( ******@****.***

. Created and implemented a proprietary relational cross platform database

utilizing rapid application deployment, indexing and searching

capabilities on a multi-user platform. This development dramatically

enhanced the performance of all phases of corporate operations.

Director of Sales

Responsible for entire market coverage, planning, and territory management

of national sales team. Improved business through visionary leadership,

team building, strategic planning, and identifying and analyzing key

performance sales indicators. Exceeded corporate sales projections by

more than 20% for 3 consecutive years by developing and implementing

strategic sales and marketing strategies.

Director of Collection Operations

Responsible for client services, scheduling, production, and billing of

collection in two regional locations. Directly responsible for the

collection, revenue, and competitive performance of all collection and

recovery operations.

IT Program Manager

Responsible for all enterprise-wide technology activities, including

infrastructure and architecture, applications development, reengineering

business processes, and computer operations and support.

FACS Systems IT Developer ( Responsible for implementation, installation,

and ongoing training of the Ontario Corporation's FACS Collection System.

Developed FACS system tactics which enabled complete control of all account

processes.

Early Career

Walter E. Heller & Company, Chicago, Illinois

One of the country's largest financial concerns. Parent firm of Heller

International Corporation, Heller Financial Services.

Senior System Analysts:

Evaluation of procedures and the development of new factoring systems.

Responsibilities included supervising a staff of 10 analysts.

Specific Accomplishments:

. Designed and developed new hardware/software factoring systems to

incorporate technological advances into new or existing systems.

. Determined the necessary hardware/software needed to set up new system

processes, and incorporate technological advances into new or existing

systems.

. Coordinated the development of test problems to debug the system and

participate in trial runs.

. Evaluated business procedures and problems by interfacing with managers

or specialists.

. Prepared charts and diagrams that constitute a representation of the new

system in terms which managers or non-data-processing personnel can

understand.

. Created procedure manuals to correspond to new factoring system programs.

Midwest Stock Exchange, Chicago, Illinois

Processed stock market trade data for major local and national brokerage

firms.

Supervisor Computer Operations:

Supervised all operations of the data processing center.

ROBERT RICOBENE ( Page 4 ( ******@****.***

Education:

Undergraduate studies at Washington College and Southwest College.

Computer Skills

Ontario System's FACS Financial Accounting Software (Guaranteed Contacts

Dialer Software), DAKCS Account Receivable Software (Sting & VIClll),

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft

FrontPage, Oracle, Act, FP Technologies File Pro Plus, Corel Draw,

Programming Languages (Cobol, RGP, Fortran, Basic), Operating Systems

(Windows XP, Vista, Unix, Zenix), Computer Platforms (IBM Mainframe,

Burroughs Mainframe, Motorola Unix, HP Unix, Windows LAN).

Contact this candidate