Manager Management

Clarence Miller

**** ******** *** ( Indianapolis, Indiana 46236

abmd1b@r.postjobfree.com ( cell 317-***-****

Credit and Collection Manager

Extensively experienced and goal-oriented Credit and Collection Manager

with a demonstrated track record of building successful collection teams

with a high emphasis on quality. Proven expertise in driving efficiency and

productivity through consistent evaluation of key performance metrics.

Talented leader capable of adapting to changing conditions while meeting

and exceeding overall corporate objectives. Core competencies include:

Employee Engagement Analysis Communication skills

Talent Development Maximize Performance Collaboration

'Customer' Focus Quality Management Continual Learning

Career Experience

BRIGHTHOUSE NETWORKS, INDIANAPOLIS, INDIANA, 2006 - PRESENT

Collection Manager

Manage daily functions of internal and external collection teams. Monitor

for performance expectations while promoting the importance of quality.

> Improved customers disconnect percentage from 30% monthly to less than

5%

> Re-designed internal collection schemes within the software system to

improve efficiencies

ATLAS RECOVERY GROUP, Indianapolis, Indiana, 2007 - Present

Owner

Successfully created and implemented business plan for a full service

collection agency. Manage day to day operations of portfolio management,

forecasting, accounting, and new clients.

> Increased external client base by more than 25% of projection

> Reduced operating expenses by 15%

NEW HORIZON CREDIT, Indianapolis, Indiana, 2005 - 2006

Collection Manager

Responsible for implementing strategies to meet revenue and profit goals

while in compliance with client and company quality expectations.

> Created and implemented Fair Debt Collection Practices Act (FDCPA)

training for all collection personnel

> Developed collector queue strategies to include dialer strategies,

message campaigns, skip tracing, and settlement letters

CHECK INTO CASH, Indianapolis, Indiana, 2004 - 2005

Area Manager

Oversee regular operations of multiple branches ensuring all transactions

are accurate and all procedures are in accordance with state requirements

and company standards.

> Exceeded area growth projections through creative and aggressive local

marketing

> Improved overall customer satisfaction through our "service with a

smile" motto

ADT SECURITY, Indianapolis, Indiana, 2003 - 2004

Collection Manager

Responsible for the billing and collection activity of a multi-million

dollar commercial portfolio. Managed corporate business relationships with

several Fortune 500 company executives.

> Managed various divisions ranging in employee size from fourteen to

sixty

> Process owner in Six Sigma Program

HSBC BANK (formerly Household Finance), Carmel, Indiana, 2001-2003

Collection Manager

Accountable for managing various collection functions within the team

including, front-end, charge-off, bankruptcy, skip tracing and litigation

accounts. Monitored results hourly to ensure proper account penetration and

strategy implementation.

> 10% increase in hourly customer contacts

> 7% increase in customer promise to pay conversion

AMERICAN ACCOUNTS MANAGEMENT, Carmel, Indiana, 1996-2001

Office Manager

Responsible for management of collection, legal, administrative, and vendor

personnel. Implemented new collection software system and an automated

dialer with messenger capabilities.

> Key member in transformation of Carmel Finance's in-house recovery

department into a third party collection agency

> Managed network of 45 collection attorneys'

> Created and presented key initiative proposals to CEO and CFO for

approval

> Increased productivity levels by providing automation of account

reconciliation processes

Education

Indiana Business College - continuing courses for B.A. in Business

Management

Collection Business Academy - Las Vegas (1999)

Carmel Career College in Business Management (1997)

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