Customer Service Manager
Resume:
Kenneth E. Luster
Kyle, TX
PROFESSIONAL PROFILE
Highly accomplished senior manager with a master’s degree, and over 17 years collection and
call center management experience. Expert in all aspects of medical bad debt collections,
billing, and customer service management. Results- oriented, decisive leader with proven success
in obtaining liquidation rates, lowering delinquencies surpassing collection goals, and improving
key call center metrics. Strong analytical and forecasting skills specifically in identifying
strategies for maximum performance, work assignment, dialer strategies, goal assignment, and
call center analytics. Ability to choose key data points and track all aspects of portfolio
performance as well as forecast future workforce needs based on delinquency and call volume
requirements. Skilled trainer and motivator with above average leadership skills. Solid general
management, operations management, financial management, and project management
qualifications. Technically proficient with strong written and oral communication skills.
PROFESSIONAL EXPERIENCE
JPMorgan Chase September 2008 – Current
Assistant Vice President – Customer Care/Credit Card
Highlights and Accomplishments
• Manage team of 200 plus Collectors. Responsible for meeting or surpassing all assigned
recovery goals. Duties include enforcement of all quality guidelines, bank policy
procedures, and federal regulations.
• Developed scripting for transition to new federal credit card laws.
• Site lead for all senior leadership call quality listening sessions.
• Successfully managed to all applicable collection performance metrics
• Implemented change in Customer Service initiative driving site performance to new
levels in 2009.
• Site lead for all quality initiatives.
• Successfully managed historically large volume of inbound/outbound transfers during
Life of Loan change in terms.
• Instrumental in out- performing control group during loss prevention project.
Supportkids, Inc April 2006 – June 2008
Vice President of Operations
Highlights and Accomplishments
• Implemented collection and recovery procedures and key performance metrics for the
largest child support collection agency in the country.
• Responsible for collections department, skip trace team, payment retention unit, and
wage withholding center.
• Determine based on case flow all monthly goals of each department.
• Develop case flow analysis to determine proper liquidation goals, size of workforce, and
collection strategies.
• Monitor collection curve to assure collection goals are met and make adjustments based
on data analysis
• Analyze staffing model to assure proper staffing and make adjustments as required
• Provide direction to agency support staff to ensure daily strategy and workflow execution
• Responsible for forecasting monthly collection goals and assuring all required
delinquency rates are achieved.
• Increased revenue by 22 % in 2006, and 8% in 2007.
• Developed plan of action to decrease expenses by 12% in 2007.
• Worked directly with IT to develop system strategies to measure all levels of
performance.
• Create, manage and maintain bonus structure for all employees under my direct and
indirect supervision.
• Member of Executive Committee
West Asset Management, Inc February 2005 – April 2006
Director of Operations Credit Card Division
Highlights and Accomplishments
• Participate both strategically and tactically in the development and implementation of
purchased credit card portfolio treatment.
• Measure and communicate portfolio performance daily to all levels of the organization
• Measure productivity metrics for all assigned benchmarks and make necessary
adjustments to dialer strategies, collection strategies, and workforce as determined by
analysis of data.
• Train and develop managers to improve skills in order to assist in their progress in their
career development
• Responsible for achievement of assigned goals, budgets, and profit and loss.
• Obtained 105% of goal, while leading the company in establishing the St. Louis office as
the local work place of choice.
• Ensure compliance with all applicable policies and laws
• Developed division’s first process improvement program.
Bio-Merieux, Inc. December 2002-January
2005
Distribution Operations Manager
Highlights and Accomplishments
• Led cross-functional Barrier Removal Team instrumental in reduced shipping errors,
increased productivity, and 30% drop in overtime.
• Directly responsible for 15 million dollars in monthly shipments, 19,000 orders
monthly.
• Generate complicated manifest for worldwide distribution points.
• Prioritize shipment dates, review international shipment requirements, and schedule
pick-ups.
• Train new hires and existing staff in all systems, vendor requirements, and
compliance standards.
Conseco Finance July 2000 – November 2002
Operations Manager
Highlights and Accomplishments
• Managed a call center responsible for servicing mortgage payments.
• Responsible for budgeting, staffing, and collection strategies.
• Oversaw $960 million dollar portfolio, while lowering delinquency by 34%.
• Analyzed financial reports to improved profitability and lower cost.
• Trained employees on the Fair Debt Collection Practice Act. Monitored performance
of all employees and implemented collector training program
Credit Services of St. Louis June 1995 – January
2000
Director
Highlights and Accomplishments
• Directly responsible for 150 employee medical bad debt collection agency.
• Managed insurance billing group
• Analyzed collection trends and made adjustments as required.
• Established pre collect medical accounts department collection division.
• Prepared annual budget.
• Decreased cost 5% by streamlining collection procedures.
• Developed and trained 10 collection managers.
Checkcare Systems February 1993 – June 1995
General Manager
Highlights and Accomplishments
• Held full decision-making responsibility for the daily operations of this national check
recovery firm.
• Increased revenue by 28%
• Managed and directed staff of 30, including sales and collections management.
CSC Credit Services June 1985 –
December 1992
Collection Manager
Highlights and Accomplishments
• Managed staff of 150 medical collectors with 3 direct reports
• Supervised hospital early-out program
• Developed training program, quality control division, handled special projects
• Responsible for training, coaching, and developing all supervisors and collectors.
• Ran utility division of Metro Sewer District
• Supervised bankcard collections, and student loans.
EDUCATION
Masters of Science, emphasis in Management
Fontbonne University, St. Louis, Missouri
B.S. Business Management
National-Louis University, Chicago, Illinois
PROFESSIONAL ORGANIZATIONS
Member of International Honor Society for Business Administrators
REFERENCE AVAILABLE UPON REQUEST
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