Manager Quality Assurance

A. Reed Kish

**** ******** ****. ******@*******.**.*** Home: 614-***-****

Columbus, OH 43229 Cellular: 614-***-****

Retail Collections Professional

Qualified For: Collection Manager / Receivables Manager / Dispositions

Manager/Vendor Manager

Expertise in Asset Management, Collections, & Recovery ...

Top performer with significant achievements in the collections/receivables

management industry. Known for exceptionally strong work ethic, building

strong vendor relationships, and excellent communication, interpersonal, and

organizational skills. Articulate communicator, coach, and team player

unafraid to roll up sleeves and jump in when warranted.

Areas of Expertise

Relationship Building

Time Management

Bank Reconciliations

Customer Service

Vendor Negotiations

Productivity Improvement

Strategic Business Planning

Client Management

Quality Assurance Control

Account Reconcilement

Recruiting/Staffing

Program Implementation

P&L Responsibility

Auditing

Program Development

Work Experience

Continental Services Company, LLC - Columbus, OH

Startup formed in May 2002 focusing on servicing direct/indirect

automobile and non-equity secured / unsecured loans and managing assets

for private investors nationwide.

National Portfolio /Collections Manager / Vice President (2002 - March

2009)

Review portfolio performance ensuring the activities of the collection

team will meet the service level agreements of the portfolio owners.

Provide the criteria for coaching, developing, training, and

motivating collection staff; review results of call monitoring

ensuring adherence to policy, and state/federal laws and regulations

and service level agreements have been met. Identify process

improvements and procedural challenges, and ensure implementation of

appropriate solutions. Complete monthly, interim, and annual

performance reviews and approve recommendations for salary increases,

promotional opportunities, and other personnel changes. Resolve

customer disputes and complaints that cannot be handled with normal

elevation process. Managed and audited vendor utilization and

performance. Analyze monthly performance to determine need for

policy/procedure changes based on performance trends and provided

collection statistics to the CEO. Responsible for performing due

diligence on portfolios being considered for purchase.

Performance Highlights:

< Reduced annual Legal / Attorney expenses by attending hearings i.e.

Bankruptcy, judgments, and garnishments etc., prepared all court

documents necessary for each case.

< Reduced annual costs $100,000 over two years by transferring

clerical responsibilities to lower-cost operational staff, hiring

temporary staff for peak volume times, reducing initial hiring cost

by utilizing temporary agency to assess new hires for 90 days, and

aggressively negotiating fees with vendors.

< Boosted recoveries $225,000 per month by minimizing repossession

expenses, ensuring vendors were properly handling accounts, keeping

legal cost low, and ensuring best vehicle sales prices.

< Lowered delinquencies, reduced losses, and diminished expenses by

ensuring proper training, daily coaching, staffing changes,

rewarding top performance, providing monthly incentives, and

promoting from within company, establishing better internal

controls by centralizing processes, and creating detail policies.

Negotiated major servicing contracts for repossessions, vehicle

disposition, legal collection and counsel, and recovery of charged

off accounts among repossession agencies, law firms, and recovery

agencies.

Continental Auto Receivables - Columbus, OH

Startup with offices in MI, PA, OH, WV, and TX. Company financed,

underwrote, and serviced direct/indirect automobile financing.

National Collection Manager/Corporate Quality Assurance, Vice President

(1998 - 2002)

Accepted challenge to establish Columbus credit/collection/recovery

division. Oversaw and motivated credit/collection staff and managers

of four Regional Offices. Performed onsite collection audit/reviews

for each region to ensure collection opportunities were not missed,

effective repossession efforts were conducted, and proper handling of

vehicles occurred. Managed vendor selection for each office. Ensured

service level agreements were met and pricing was competitive.

Made certain bankrupt and legal proceedings were followed, regularly

trained collection staff in Fair Debt Collection Act and state

specific regulations, and conducted quarterly managers meetings to

ensure all centers were in compliance. Mitigated risk by identifying

underwriting trends and loan performance that could lead to company's

exposure or loss.

Conducted weekly and monthly meetings with regional management to

ensure proper training programs were being conducted, staffing

adjustments were made to accommodate volume changes, and monthly

performance goals were achieved. Managed, coached, and motivated

collection staff of over 40 and 4 regional collection managers.

Reported regularly to Senior Management and the CEO on the

credit/collection performance of each region. Underwrote direct and

indirect consumer credit, including small business loans to automobile

dealerships.

Performance Highlights:

< Saved $225,000 over three years by centralizing accounts receivable

functions, reducing staff, travel, phone and occupancy expenses

within a centralized recovery division.

< Boosted company profits by generating collection fees of $125,000

per month and recoveries of $450,000 per month by ensuring

adherence to collection policies and minimizing outsourced cost.

< Achieved recovery goals by ensuring repossession expenses were

minimized, vendors were properly handling accounts, legal costs

were controlled, and best vehicle sale prices were obtained.

< Reduced fees for servicing contracts for repossessions, vehicle

disposition, legal collections, and recovery of charged-off

accounts among repossession agencies, law firms, and recovery

agencies.

Mellon Bank - Pittsburgh, PA

International Financial Corporation with assets over $60 billion and

employing more than 25,000.

Quality Assurance Manager (1996 - 1998)

Developed a quality assurance team of eight associates responsible for

auditing of all loan files and all associated documentation within

application processing, underwriting, loan operations, loan servicing

and collections/recovery/foreclosure. Developed quantitative risk

measurements and a timely valuation process. Supported risk assessment

activities of products, loans or portfolios and made recommendations

to management based on observations and satisfied OCC standards.

Performed due diligence on portfolios considered for acquisition,

advising senior management of loss potential.

Portfolio Recovery/Vendor Manager (1992 - 1996)

Managed the collection staff responsible for resolving settlements of

repossessed, charged off, legal and bankrupt accounts. Portfolio

consisted of Equity and Non-Equity products and overdrafts on Deposit

Accounts. Ensure proper recovery and sale of vehicles was achieved

with minimal cost to the organization. Performed onsite audits with

vendors ensuring policy guidelines and service level agreements were

met.

Project Manager (1987 - 1992)

Responsible for strategic planning for consumer lending. Analyzed

asset growth, performance, and profitability for pricing structure.

Worked closely with line of business managers to quantify and

categorize requirements by assisting in the design, implementation,

and monitoring of new programs, products, and tests. Introduced and

implemented practical data collection procedures and processes and

developed loss data analyses to be reviewed by business lines and

senior management.

Director of Mellon's Centralized Collections & Manager of Adjustors Unit

(1981-1987)

Responsible for collections of all consumer products. Completed audit

requirements on collections processes and loan documentation.

Bank America/Finance America - Cleveland, Ohio

Wholesale/Retail Sales Manager/Collection Manager (1974 - 1981)

Education & Professional Training

Fred Pryor Professional Classes and Seminars

< Sales Techniques

< Training and Coaching Management/Team players

< Problem Solving (People Problems)

SkillPath Seminars

< Coaching/Team Building

< Leadership Skills

< Training Skills

< Conflict Resolution/Management Skills

< Conquering Work Phone Negativity

< Successful Project Management

< Managing and Eliminating Unacceptable Behavior

Lorman Education Services

< Bankruptcy (states of Michigan, Ohio, and Pennsylvania)

< Legal Proceedings

< Fair Debt Collection Practices Act

< State Collection Laws and Regulations

Career Track

< Training the Trainer

< Coaching Skills for Managers

< Criticisms & Discipline Skills for Managers

Contact this candidate