Customer Service Sales

George Uko

nd

***** * *** ****** 913-***-**** Overland Park, Kansas 66062

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

Profile Summary

An ambitious, dedicated, and pro-active professional with a strong background that

includes: negotiating, problem solving, innovating and confident decision making; with

successful experience in credit management, collections, fraud prevention, and staff

supervision.

• Over 20 years experience with consumer/commercial collections. Collections experience includes

collecting, skip tracing, and charging off all types of accounts ranging from personal card

products, commercial card products and fraud accounts.

• Unitized ACS, Davox systems to control both inbound and outbound calls. Utilized staffing

program to ensure each 30 minute period of day was staffed to exceed department Service level

agreement.

• Ensured budget goals where met by keeping department operating at utmost efficiency.

• Monitored associate phone calls with Witness system along with monitoring live calls. Ensured

all customer issues where resolved in a timely manner.

• Strong written and oral communication skills. Wrote team procedure manual, led meetings.

• Posses a solid base of knowledge and experience upon which to draw that assists in developing

new strategies and policies.

• Provided comprehensive reporting to team and upper management to show all areas of team

functions.

• Process improvement orientated, always looking for better ways to improve both productivity and

efficiency. Work with other areas of department to learn and share best practices.

• Strong ability to work with both internal and external organization to achieve results.

• Strong problem solving skills. Work hand in hand with staff on an ongoing basis to resolve issues

and look for efficiencies.

• Utilized Six-Sigma to lead and work projects.

Professional Experience:

Bayer Corporation Shawnee, Kansas 2008- Present

• Manage credit limits while controlling risks. Balance sales needs while meeting credit objectives.

• Ensure accounts are collected in a timely manner. Current DSO at 39.91 days.

• Promote customer service to help increase sales.

• Work with both external and internal customers on an ongoing basis.

• Manage group of 4 associates.

• Handle escalated calls and provide necessary feedback to associates.

• Ensured policies and procedures are followed in accordance with SOX guidelines.

Business Consultant Overland Park, Kansas 2007-2008

• Participate in conference calls with Gehrson Lehrman Group relating to credit policies, fraud

trends, and credit trends.

• Managed Accounts Receivables for law firm.

• Worked with Bank to explore possible purchasing card program.

• Performed year end inventory activities for both accounting and also store inventory.

Commerce Bank Kansas City, Missouri 2006-2007

Bank Card Security Manager

• Aggressively managed budget to come in $738,000 under budget.

• Created new fraud work process that resulted in department becoming 30% more efficient.

• Responsible for preventing and limiting debit, credit and commercial card losses to the bank.

• Managed a multi site of 12 fraud investigators.

• Acted in a work force capacity to manage work between sites to create optimum efficiency.

• Streamlined reporting to focus on key metrics.

American Express Phoenix, Arizona 1991 – 2006

High Balance Team Leader

• Developed an incentive program for Team members permitting increased spending with minimal

additional Credit Losses. This resulted in $24,000,000 in additional annual spending on newly

underwritten accounts.

• Acquired and enhanced an online fax system and managed all incoming and outgoing faxes on a

daily basis resulting in annual operating expense save of $100,000 and a reduction of 3.5

associates.

• Analyze financial statements and customer payment history to determine Credit worthiness to

drive spends.

• Identify and acquire Cardholder financial documents required for the underwriting approval

decision to authorize additional spending by the applicant.

• Developed a database to track underwriting results for Department to create competition between

individuals and teams. This drove up the underwriting for Department in excess of $6,000,000 per

month.

• Led a team of 15 associates.

• Review customer calls and accounts on a daily basis to ensure associates execute training

disciplines that exceed productivity standards while Customer satisfaction goals are exceeded.

• Developed and delivered training to department.

• Work with other Departments such as Fraud, Customer Service to help exceed customer requests.

• Worked with internal audit group to ensure department met all areas of the Sarbanes-Oxley Act.

Fraud Team Leader

• Worked with analysts and risk partners to identify fraud rings resulting in reduced Fraud losses in

excess of $4,000,000 annually to American Express.

• Analyzed accounts to determine potential fraud and prevent future losses. These detailed

account/purchase reviews resulted 17% reduction in the American Express Fraud loss rate.

• Led effort with Fast Data/First Pursuit Verification Company to renew contract and meet company

objectives. This resulted in a yearly save of $200,000 and a higher success rate with skip tracing

searches for locating card members.

• Managed Fraud system rules to correctly utilize thus maximizing Fraud prevention.

• Created macros to reduce work efforts and increase efficiency which resulted in higher contact

rate while preventing future loss.

• Created new procedures along with training for department.

Team Leader

• Increased productivity in the Credit Administration group by 25% with a net savings of $134,000.

• Proposed and implemented Right Fax system enhancements for the Credit Administration group

that resulted in an $119,000 in annual savings. This affected the entire Department and drove

positive bank process feedback from customers.

• Created system rules to reduce unnecessary work efforts through both automation and elimination

of work resulting in an $85,000 annual savings.

• Realigned department along with process and procedures.

• Negotiated contract with Affiliated Computer Systems (ACS) vendor to outsource work for

clerical department to meet budget targets.

Credit Analyst

• Exceeded performance requirements year over year.

• Handled intervention calls for all team associates while proving coaching to analysts to prevent

future escalation calls.

• Was an “On the Job Trainer” for new associates and taught Account Security training for the

Customer Service department. Drove new employee production while also maintaining a zero

attrition rate.

• Worked all accounts for collections, customer service and credit.

Educational Background:

Masters, Organizational Management 2005 University of Phoenix Phoenix, AZ

B.A, Communications 1994 Arizona State University Tempe, AZ

A.A., Business Administration 1990 Johnson County Community College Overland Park, KS

Computers:

• Advance computer skills include: Right Fax, Microsoft office programs: Microsoft Word,

Microsoft Excel, Microsoft PowerPoint, Microsoft Access and Microsoft Project.

Contact this candidate