Michael P. Sell
Schwenksville PA, 19473
Home: 610-***-****
Cell: 215-***-****
(abmqww@r.postjobfree.com)
Profile:
Experienced Manager with over fifteen years experience in the collection
and servicing of loans. Effective communicator and leader. Demonstrated
project management, communication, organization, and training skills which
have led to the successful implementation of process improvement projects,
such as Call Center Automation technology.
Professional Experience:
Sovereign Bank, Reading,
PA September 2001-Present
Assistant Vice President/Collection Manager (2/06-Present)
. Manage Daily operations of collection department staff of up to 85
FTE's.
. Review and manage various loan portfolios including first mortgage,
consumer, overdraft and commercial portfolios.
. Establish collection strategy.
. Responsible for budgetary hiring/termination decisions.
. Negotiate and implement contracts with outside vendors.
. Maintain and develop policies and procedures.
. Participate in strategic planning to include international outsourcing
as well as technology implementation and enhancements.
. Review and respond to regulatory complaints.
Accomplishments
o Assumed responsibility for collection of first mortgage
portfolio up to 120 days delinquent effective October 2009.
Improvements to systems and procedures have resulted in a net
reduction of 2% in outstanding delinquency.
o Negotiated contract and managed conversion to Aspect Ensemblepro
Dialer.
o Participated in Request for Proposal process with selected
international outsource servicing firms.
o Implemented Varolii automated outbound dialing solution which
resulted in a 20% reduction in FTE headcount.
o Managed various department automation projects including Western
Union ACH processing as well as various web-based servicing
tools.
Assistant Vice President/ Overdraft Collection Manager (9/01-2/06)
. Responsible for implementation of policies and procedures in newly
consolidated department handling overdrawn consumer and corporate
checking accounts.
. Implemented effective methodologies which accounted for a 100%
increase in employee productivity while decreasing monthly charge off
by over 40%.
. Maintained daily production standards for department consisting of 3
supervisors and 20 employees.
. Interfaced with network of approximately 600 community branch offices
regarding collection issues.
. Maintain relationships with collection agencies as well as negotiate
terms with agencies.
Fairbanks Capital Corp (Acquired ContiMortgage as of 7/00)
July 2000-March 2001
Customer Service Manager
. Maintained daily production standards for department consisting of 6
supervisors and 60 employees.
. Developed and implemented new policies and procedures, which
restructured from single site to multiple site facility.
. Restructured employee training and development programs. Including
the cross-training of employees transferred from cashiering department
and payoff department to customer service call center.
. Provided specifications for development of database for tracking RESPA
qualifying written correspondence.
. Interfaced with IT department on architecture and modification of
Meridian ACD system.
. Produced monthly summary reports for Executive Committee.
. Maintained relationship with external Tax and Insurance vendors.
ContiMortgage Corporation, Hatboro, PA
February 1997 - July 2000
Customer Service Manager
. Managed customer service call center and customer service research
department.
. Created a dedicated inbound customer service call center for an $11
billion loan portfolio.
. Managed and trained new associates as well as developed existing
employees.
. Initiated the training of customer service clerks to as back up for
the phone representatives during periods of high call volume, which
increased inbound call capacity.
. Created and managed policies and procedures for inbound calls,
resulting in an increase to total call center capacity from 1,000 to
3,000 calls per day.
. Initiated upgrades to improve operations of Syntellect IVR system,
which increased utilization of IVR system from 10 percent to 30
percent.
. Implemented re-engineering of inbound call flow together with the MIS
Department and recommended other technological solutions as
necessary.
. Responsible for migration of call center to CPI/Alltel System.
. Assisted in design of Customer Service Website.
. Coordinated facilities move for department consisting of one hundred -
fifty employees.
. Coordinated modifications to departmental infrastructure with
facilities management.
. Member of Human Resources Department employee survey committee.
EDS/CLS Corporation, Wayne, PA
October 1991 - January 1997
Collection Manager (8/95-1/97)
. Managed daily operation of a $1.8 billion consumer loan portfolio.
. Managed relationships with clients and third party vendors.
. Developed and implemented policies and procedures for new and existing
clients.
. Prepared monthly portfolio performance evaluations for new and
existing clients and made recommendations for corrective action as
necessary.
. Implemented and coordinated installation of Davox Automated
Predictive Dialing System.
. Coordinated operation of call centers in Plano, Texas and Phoenix,
Arizona to enhance overall performance of the Wayne call center.
. Introduced Intel-A-Check and Western Union Phone Pay systems.
. Increased outbound call capacity from 20 accounts to 40 accounts per
hour for each workstation with implementation of DAVOX system.
. Managed staff consisting of five supervisors and fifty employees.
Evaluated employee performance and recommended prospective employees
for promotion.
Collection Supervisor (4/92-8/95)
. Managed conversion of $1.8 billion client loan portfolio when another
lending institution purchased client bank.
. Ensured policies and procedures of CLS Corporation were modified to be
consistent with the EDS policies and procedures during transition of
management.
. Trained and supervised staff of fifteen people within the Collection
Department.
. Managed client relationships with twenty-five lending institutions.
. Assisted in development of collection procedures for new clients.
. Reconciled customer disputes and referred accounts for collateral
seizure and litigation.
. Monitored progress of servicing agencies with which accounts were
placed.
. Assisted in preparation of monthly collection reports.
Senior Collection Specialist (10/91-4/92)
Technical Skills:
Microsoft: Windows, Word, and Excel. Call Center Management: Davox, Aspect
EnsemblePro, Executone, Meridian, and Aspect Phone Systems. Collection
Systems: Alltel, Fiserv, Shaw, EDS
Education: Ursinus College, Collegeville,
PA
BA, Liberal Arts, May 1989