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Customer Service Manager

Schwenksville, Pennsylvania, 19473, United States
May 26, 2010

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Michael P. Sell

*** ****** ***** ****

Schwenksville PA, 19473

Home: 610-***-****

Cell: 215-***-****



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


. 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.


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


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


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


. Created a dedicated inbound customer service call center for an $11

billion loan portfolio.

. Managed and trained new associates as well as developed existing


. 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


. Implemented re-engineering of inbound call flow together with the MIS

Department and recommended other technological solutions as


. 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


. Prepared monthly portfolio performance evaluations for new and

existing clients and made recommendations for corrective action as


. 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


. Trained and supervised staff of fifteen people within the Collection


. 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


. 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,


BA, Liberal Arts, May 1989

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