Manager Management

**** ******* **. #*

Huntington Beach, CA ***** 562-***-**** Tel

949-***-**** Fax

*********@*****.*** Tony Welle

Objective To find long term employment in the Accounts

Receivable Management / Debt Recovery Industry.

Experience March 2002 - Present Consulting Services Int'l

Newport Beach, CA

Collections Manager

Managed debt collections center with 25 agents.

Managed/Supervised all facets of debt collections

for a wide array of consumer accounts.

In-depth understanding of consumer credit law and

regulatory compliance including FDCPA, FCRA, HIPAA,

etc.

Managed large collection accounts for governmental

entities including The City of Garden Grove.

Gathered and evaluated call center metrics,

conducted agent performance evaluations.

Responsible for hiring, coaching and mentored new

agents and experienced agents.

Managed agent workload and workflow to achieve

maximum productivity.

Investigated and answered consumer disputes, made

recommendations to legal staff on bankruptcy

notifications.

Successfully conducted extensive "skip-tracing" in

order to locate debtors who may have moved or are

difficult to locate.

Prepared detailed reports, presented reports and

made recommendations to upper management and

officers.

Responsible for preparing for and making Small

Claims court appearances on behalf of the company.

Developed and implemented standardized risk

management policies and procedures.

Promoted to Collections Manager within one year of

being hired as a Collections Specialist.

Revenue increased by 40% overall from 2003 - 2007

when I was the Collections Manager. This increase

can be largely attributed to polices and procedures

that I developed and implemented.

1995 - 2002 IBM Corporation

Armonk, NY

Telecommunications Analyst

Call Center Design, Implementation, and Maintenance

for IBM Global Services' Clients worldwide.

Oversight and management of telecommunications/

call center systems rollouts, moves, adds, and

changes for medium to large call centers worldwide.

1992 - 1995 Microdyne Corp. Torrance, CA

Technical Support Specialist

Provided technical support and help desk assistance

to customers and employees of Epson America, Inc.

Education 1988 - 1992 DeVry University Pomona, CA

B.S., Telecommunications Management.

Graduated cum laude.

References Available upon request.

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