Greg Peterson

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Cell: 801-***-****

Education

PURSUING MBA AT UNIVERSITY OF PHOENIX NOV.2009-CURRENT

University of Phoenix Layton, Utah

Bachelor of Science, Economics 1997-2000

Bachelor of Arts, Japanese Salt Lake City, Utah

University of Utah

Employment

CITIBANK

JAN.2008-CURRENT

COMMERCIAL COLLECTIONS OPERATIONS MANAGER

LAYTON, UTAH

. PROVIDE STRATEGIC LEADERSHIP TO COLLECTION UNIT MANAGERS AND NON-

EXEMPT EMPLOYEES (120-145 EMPLOYEES).

. Head cheerleader with responsibilities to motivate teams to ensure

stated performance objectives are achieved.

. Cross-site manager for the scheduling, dialer operations and time-

keeping agents at multiple sites.

. Coordinate efforts to provide support for commercial credit card

clients while ensuring maximum call center efficiencies, agent

integrity, consistency of call quality, agent productivity and

incorporation of best practices..

. Partner with Risk Policy, and other Collection entities to develop

and implement collection strategies.

. Provide feedback through re-scores of service quality calls to

ensure the highest level of consistency.

. Serve as a mentor, delivering meaningful feedback and coordinate

development opportunities to direct reports and support their

development efforts of their staff.

. Plan, control, and analyze other pertinent data to effectively

forecast future department training needs.

WFS Financial- Wachovia Mar.2007-Jan.2008

Credit Analyst

Denver, Colorado

Responsible for making prudent credit decisions within

established approval/exception guidelines, in compliance with all

state and federal regulations, and in adherence to all Wachovia Dealer

Services Core Auto Lending practices, policies, and procedures.

. Responsible for overall credit quality with in the region and

achieved satisfactory re-underwriting audits.

Regional Collection Center Manager

Oct. 2003-Mar. 2007

. Managed the collection of over $500 million dollars of auto loans.

Salt Lake City, Utah

. Controlled expenses through vendor negotiations and cost

containment reviews. Denver, Colorado

. Achieved drastic year-over-year reductions in delinquencies,

charge-offs, and the number of repossessions.

. Created a Field Chase system that almost tripled daily

productivity.

. Modeled for employees how to handle escalated calls and customer

disputes.

. Actively coached, trained, prepared development plans and

administered disciplinary action.

. Created a positive working environment and motivated the

department in order to achieve productivity and performance

standards.

. Provided monthly forecast for losses and delinquency while

consistently hitting projected targets.

American Investment Bank, N.A. Jul. 2000-Jul. 2001 /

Aug. 2001-Oct. 2003

Collection Department Supervisor / Collection Department Manager,

AVP Salt Lake City,

Utah

. Manage the collection of over $93 million dollars of auto loans.

. Assign and oversee the daily tasks and collection strategies for

19 employees.

. Assist in the collection of accounts due to be repossessed and

charged off within 30 days.

. Hire, train, reward and focus on associate succession planning and

team development.

. Prepare development plans and administer coaching, disciplinary

actions, and terminations as needed.

. Resolve escalated customer complaints/problems.

Collector Level I

Dec. 1999-Jul. 2000

. Provided customer service during outbound and inbound collection

calls from customers. Salt Lake City, Utah

. Negotiated account resolution and documented actions within the

collection systems while maintaining company

performance and productivity standards.

Skills and personal

. PROFICIENT IN 10 KEY, EXCEL, POWER POINT, WORD, LEXIS NEXIS,

CREDIT REVUE, AS/400, RPLID

. Strong negotiating, analytical, problem solving, communication and

organizational skills.

. Ability to collaborate with others, initiate action, adapt to

change, and make tough decisions.

. Fluent in Japanese.

Contact this candidate