Manager Customer Service
Resume:
Hamid R. Hameli
Newark, DE 19711 *******@*******.***
General & Operations Manager
Regional Manager, Banking, Credit, Call Center
. Operations & General Management . Project Management
. Call Center Management . Commercial & Consumer Credit
. Regional & Department Management . Unsecured / Business Lending
. Compensation & Benefits Development . Risk Management
. Sales, Marketing & Business Development . Credit Analysis
. Customer Service & Satisfaction . Collections
Team-oriented business manager with a career showcased by achievements in
delivering strong operational and financial results. Able to analyze and
formulate comprehensive understanding of businesses within short
timeframes; quickly adapt to business needs. Actively seek cost effective
solutions that increase revenues while maintaining or reducing expenses.
Creating / maintaining a positive environment where employees can develop /
contribute at higher levels to the business, "can do" attitude at all
times. Fluent in English and Farsi.
Career Highlights
. Created business strategies, which assisted in doubling Unsecured
outstandings from $8.3 billion to $16.7 billion and Business Lending from
$2.3 billion to $3.1 billion at MBNA/Bank of America
. Created reports to monitor analyst APR migration and assist in risk
based pricing of future portfolio performance, it also contributed in
increasing overall average portfolio APR by approximately 200 basis
points
. Assisted / implemented segmentation criteria of unsecured portfolio
based on employment sector, income and home ownership which assisted in
increasing overall approval rates by approximately 9%
. Assisted in managing call center, over 1mm call volume with less then
a 5% abandon rate
Professional Experience
SALLIE MAE - Newark, De (2009 - Present)
Unit Collection Manager
Manage a unit of collection representatives handling delinquent student
loan accounts (government, private). Maintain and control call volume to
ensure abandon rates while maintaining appropriate handling of skip tracing
/ outbound call efforts. Approximate portfolio size responsibility of over
$750mm with delinquency stages of 150 through charge off. Responsible for
driving analytical input and development of business reporting tools and
maintaining data, evaluating performance against corporate plans, and
developing appropriate reports.
OMID CORPORATION - Newark, DE (2006 - 2009)
President/Owner
Own and operate an investment/consulting group that specializes in
restaurant franchising, management consulting and the purchase/refurbishing
of foreclosed homes. In charge of franchise negotiation, site selection,
building lease negotiation, site construction, and equipment
purchasing/installation.
. Sales Growth - Increased overall sales 27% by developing new
marketing plan/menu to support the franchise.
. Turnaround - Bought and turned around four restaurants that were
generating losses into profitable businesses that were successfully sold;
also bought/sold an additional five restaurants.
. Expansion - Orchestrated the company's expansion from one to nine
locations, including menu inception, site locations, lease negotiations,
and personnel hiring; completed all aspects of the businesses.
Hamid R. Hameli Page Two
MBNA/BANK OF AMERICA - Newark, DE (1997-2006)
MBNA Corporation was a bank holding company and parent company of wholly
owned subsidiary MBNA America Bank, N.A., prior to its acquisition by Bank
of America in 2005.
Department Quality/Education Manager, Unsecured Lending (2001-2006)
In charge of all aspects of unsecured and credit maintenance lending,
quality/education functions - responsibilities encompassed regulatory
compliance, database development for all analyst quality and compensation,
daily work criteria to manage incoming call volume; also accountable for
analyst listening sessions and continuous sales education/training for
current and new employees, customer support resolution and daily work
strategy. In charge of all customer correspondence that needed additional
research and/or one on one communications in order to gain insight of root
cause and initiate strategies of improvement. Continually met with
marketing to discuss response/approval rates, Risk mitigation and performed
cost analysis of accounts from inception to five-year historical
performance and initiate changes to improve future campaign results.
Assisted with managing daily operations of a call center with a team of 450
analysts in two locations (Cleveland, Ohio; Newark, DE).
. Education - Created education process to encompass new and current
employees and ensure representatives' had the proper foundation to
perform job responsibilities
. Portfolio performance - Developed methods of improving portfolio
performance by creating reports, which monitor APR migration and assist
in maximizing ROI on accounts
. Cross Department Management - Met with Customer assistance/collection
areas in order to create efficiencies on the front end of loan inception
and improve overall performance of the unsecured product
. Line Assignment Review - Evaluated line assignments based on job
category/delinquency rates and created tables which assisted analysts in
setting appropriate credit lines
. Awards - Named as Manager of the Year for three consecutive years and
awarded the Bank of America Customer Medallion
Department Quality/Education Manager, Business Lending (2000-2001)
Provided managerial oversight and training to a team of 250 analysts
responsible for business lending credit, credit maintenance, fraud, and
customer support. Revamped and implemented new quality standards to
address and maintain higher customer satisfaction goals. Analyzed
specific FICO, job specific performance of business card portfolio and
created/implemented methods of lowering cost per account while
maintaining/improving overall profitability.
. Lending & Approval Ratings Growth - Contributed to growing Business
Lending outstanding from $2.3 billion to $3.1 billion; also increased
overall approval rates from 32% to 45% by holding daily strategy meetings
to implement new in-house scoring metrics, which assisted analyst in
identifying specific credit applications for approval requests while
mitigating overall risk.
Team Leader, Mortgage Lending (1999-2000)
Team Leader, Customer Satisfaction (1997-1999)
Fast-track promotion to become Team Leader in the corporation's Mortgage
Lending Department. Oversaw a team of 25 analysts that were accountable for
fielding internal transfer of delinquent non-secured customers, selling
secured products (home equity, 1st/2nd mortgages) offered by external
vendors, conducting external calls to solicit secured products, and holding
meetings with marketing/strategy areas to identify ways to increase
mortgage product sales; also met with external vendors to discuss approval
rates, and determine ways to expand the scope, level, and caliber of
customer service in an effort to improve customer satisfaction.
Previous Experience (1990-1997)
. Credit/Telesales Barclay's Bank
. Collection, First USA
Education / Additional Information
. Business Administration- University of Delaware, Newark, DE 1985
. Computer Skills - Expert in Microsoft Excel, PowerPoint & Word and
working knowledge of CMS, TSYS, SAS, SQL, Nobel, Artiva, Salesforce and
NICE
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