Manager Operations

Ryan Matthew Bibler

*** ********* ***** . ********, ** 43235 . 614-***-**** .

**********@*****.***

Professional Experience

Explore Debt Solutions - Columbus, Ohio

Operations Manager . January 2009 to Present

Oversee daily operations of debt advisors in a call center environment.

Organize work flow and performance management. Implement processes to

ensure efficiency and effectiveness. Interact with external vendors to

improve marketing efforts and operational effectiveness.

Discover Financial Services, Inc - New Albany, Ohio

National Dialer Operations Manager (Fraud, Collections, and New Accounts) .

November 2007 to January 2009

Oversaw all dialer operations, strategy execution and campaign management

for eight operational business units in various locations across the

company. (3 Collections, 1 National Recovery, 2 Fraud/Investigations and 2

New Accounts) Managed staff, part locally and part remotely, of three

Dialer Managers and 27 Dialer Analysts that were responsible for building

and managing dialer campaigns for over 3,000 call center employees. Met

daily with Regional Operations Directors and VPs of various business units

to discuss performance of key dialer metrics. Generated and distributed

over 275 pages of daily reports to business units on dialer productivity.

Collections and Fraud Training Manager . August 2006 to November 2007

Managed workload and quality for an exempt staff of eight trainers and two

administrators. Worked directly with collections and fraud/investigations

management staff to improve performance. Oversaw new hire and supplemental

training. Coached and developed direct reports through informal and formal

methods of performance management. Managed training projects that impacted

over 700 call center employees.

Key Achievements

. Created and managed an eight week training program for newly promoted

exempt staff

. Managed monthly delivery of a training program to improve customer

loyalty to 700 representatives

. Oversaw multiple new hire training classes each month (twenty four new

hire classes in 2007)

Department Manager . June 2004 to August 2006

Managed performance and work flow for a department that consisted of over

90 direct and indirect reports. Met regularly with fraud/investigations

and collections department management staff to drive center performance and

reduce losses. Administered monthly performance reviews, midyear and

annual performance evaluations, and corrective action plans for team

leaders. Set goals and drove performance within the department. Held

regular department meetings and recognition rallies.

Team Leader . February 2002 to June 2004

Supervised all aspects of work flow and quality for up to 26 collection

representatives. Administered monthly reviews, quarterly and annual

performance evaluations, corrective action plans, and performance

improvement plans for all direct reports. Motivated, coached, and

developed skills in direct reports and newly hired employees. Interviewed

potential employees and offered recommendations to Human Resources.

Handled escalated customer issues.

Key Achievements

Rated in the top 5% of over 200 supervisors on annual performance

evaluation

Achieved Employee Engagement ratings in the 90th percentile in Gallup

employee opinion surveys

Winstar Communications, Inc. - Dublin, Ohio

Team Leader . July 1998 to November 2001

Hired and supervised all aspects of work flow and quality for 12-14

representatives. Motivated, coached, and developed skills in direct

reports. Recommended and implemented improvements on company methods and

procedures.

Education

Master of Business Administration (MBA) . Otterbein College - Westerville,

Ohio . June 2006

Bachelor or Arts, Spanish and Economics . Brigham Young University - Provo,

Utah . April 1998

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