Manager Operations

Mike McFarlane 404-***-**** (cell); **************@*****.***

Extremely effective as a team leader in highly responsible positions that

require a combination of administrative excellence and cross-functional

bridging skills. Proven success in organizations that value team-building

and efficient collections operational procedures, whether in established

structures or in project-oriented environments.

1 CORE COMPETENCIES

Expert level Excel reporting and tracking of multi-team performance.

Extensive experience in hiring and managing line staff and in training team

members.

Developing and implementing procedural improvements aimed at measurable

performance increases and at maximizing customer satisfaction.

Fostering and promoting exchanges of ideas and knowledge among reports and

across branch-plant and corporate teams.

Developing database-driven tracking, training and evaluation systems.

Helping project team, end users, and management resolve issues brought

about through project change and other barriers to optimal process design

and implementation.

Extensive experience in function planning for non-profit fund raisers and

management conferences.

Creating annual sales forecasts and budgets in hospitality, manufacturing,

and publishing industries.

2 PROFESSIONAL EXPERIENCE

2 OPERATIONS

1 Collections Supervisor NCO Financial Services July 2000 - August 2010:

Recently lead the top performing team (by total and averages) on two

consecutive first-party auto receivables projects.

Grew collections from $1.5million per month to $5.5 million per month on an

auto receivables project in a two and a half year period.

Management of two $40 million portfolios of 12000 plus accounts, including

approving payment plans and settlement policies.

Direct management of twenty-member first-party and third-party teams with

emphasis on team building, goal setting and training.

Developed, communicated and implemented process improvements to enhance

daily collections.

Coached, managed, and developed account reps through structured daily,

weekly and monthly objectives.

Produced monthly, weekly, daily and interval analysis of dollars collected,

call count, dialer time and percent to budget. Analyzed actual against

planned call volumes in an effort to maximize capacity utilization

Analyzed call trends, scheduling efficiencies, abandonment and service

level objectives in an effort to maximize account rep utilization.

Coached and developed employees to increase service efficiencies.

Performed human resource related functions such as hiring, payroll time

sheets, attendance, paid time off administration and performance reviews.

Conducted conference calls with clients to analyze monthly progress.

2 Operations Manager Zap Courier Service Sept 1999 - May 2000:

Operations Manager for a courier service with eight members of staff and

sixty independent contractors.

Designed company web site, company brochure and mailing pieces.

Redesigned sixteen internal- and external-use forms and sales letters.

Provided customer support, staff scheduling, staff interviews, marketing

and web design.

3 COMMUNICATIONS

1 Database Publisher Omnigraphics Inc. April 1996 - January 1998:

DB Publisher for Omnigraphics Inc., directing the development of

proprietary programming code using Microsoft Visual Foxpro and Database

Publisher prior to final design in Corel Ventura.

Produced 1500 page business directories for the library and corporate

markets in three months from database release to pre-print file.

2 Publisher Admarc & Associates Inc. June 1985 - May 1995:

Designed and edited "The Builder" magazine, the leading construction

industry journal in its market.

Developed and refined the brand strategy and content for this monthly

journal over an eight-year period.

Consistently maintained a 33% advertising-to-content ratio and

profitability from issue #1 to issue #96.

2 TECHNICAL SKILLS

1 Receivables Programs:

Davox Dialer, WIN, OSICS, CASS, Mosaix, Lucent Centre View.

2 Office Suite:

Advanced user Microsoft Excel, Microsoft Word, Lotus Notes.

3 Database Programs:

Database Publisher, Microsoft Access and Microsoft Visual FoxPro.

4 Hardware Installation and Networks:

Extensive experience installing and maintaining hardware and software and

setting up small-office computer networks and with training associates on

computer operations.

5 Publishing Programs:

InDesign CS, Frame Maker, Quark Express, PageMaker and Corel Draw.

6 Web Design Programs:

Dreamweaver, FTP, HTML, Paint Shop Pro, CSS and DHTML.

3 EDUCATION

Bachelor of Science in Business Administration; Certificate in HTML 3.2.

4 BLOG

http://mycreditreportscore.blogspot.com/

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