Customer Service Manager

KRISTOFER W. BERGMAN

***** ****** ******** ****, ****** 66213

Cell: 913-***-****

Email: **********@*******.***

SUMMARY

Over twenty years of experience as a results-oriented manager with a broad range of collection management,

customer service, and financial analysis experience. A creative and well-organized planner with a successful

track record in project management, team development, customer satisfaction and client relations.

PROFESSIONAL EXPERIENCE

S MITH, HAYNES & WATSON, LLC, Mission, Kansas 2007 – Present

Director of Operations

Managed all aspects of a third party collection agency including collections, sales and client services with P & L

and budgeting responsibilities.

• Reorganized a “cost center” into a profit center within the first year of managing the company, implementing

process improvements and efficiencies resulting in a $400K improvement.

• Revised the policy and procedure guidelines and implemented a Quality Assurance program to maintain

Federal compliance, increasing productivity through error reduction, reducing duplicate payments and

customer complaints.

• Critiqued existing Key Performance Indicator Metrics, enhanced industry-specific training guidelines and

implemented the new company performance standards, resulting in improved revenue and client retention.

• Established a training curriculum to improve employee knowledge and performance, focusing on negotiation

skills, overcoming customer objections and building a cohesive conflict resolution team.

• Managed new business development team increasing portfolio size by over 200%, establishing survey

techniques, monthly call reviews and partnerships to increase clients’ revenue.

• Formulated expansion budget for a second office in Las Vegas, NV, developed policies and procedures and

established new business development strategies.

N OVASTAR MORTGAGE, Kansas City, Missouri 2002 – 2007

Default Servicing Supervisor

Managed three separate default units responsible for collections on sub-prime delinquent mortgages.

• Promoted to manage the Accelerated Loss Mitigation and Pre-Foreclosure units.

• Established a special collection team responsible for the performance of loans in states with stricter legal

requirements.

• Consistently achieved performance and budget goals year over year.

• Developed a daily report to calculate up-to-the minute performance results.

• Established a training curriculum and schedule to improve employee knowledge and performance.

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KRISTOFER W. BERGMAN Cell: 913-***-**** Email: **********@*******.***

VERIZON WIRELESS, Overland Park, Kansas 1999 – 2002

Manager, Financial Services

Oversaw the regional financial services department of the nation's leading wireless company.

Responsible for managing all aspects of a $10 million operation including collections, account

servicing, budgeting, forecasting, and employee development.

• Selected to fill interim position of Associate Director.

• Consistently maintained bad debt expense below 2% through improved collection techniques and

training.

• Improved customer retention rate by 20% through implementation of a customer retention program and

initiated employee training.

• Met service level standards as established by Verizon Wireless for customer satisfaction through

effective staffing and call volume management.

• Successfully set up and tested a new regional billing system using project management skills and

communication skills with the IT department.

C OMMERCE BANK, N.A., Kansas City, Missouri 1996 - 1999

Collections Manager. Bank Officer

Responsible for a $412 million Installment Loan collections and customer service department.

• Reduced bad debt by 17% through increased training in account management and skip tracing techniques.

• Lowered the number of repossessions per month 15% while improving portfolio health by educating

employees on cost analysis.

GE CAPITAL, Lenexa, Kansas 1989 - 1996

Manager of Bankruptcy Services

Managed a $22 million collections and customer service business for over 250 clients. Responsible for

collections, financial reporting, forecasting and employee development.

• Accelerated the customer bankruptcy notification process by 31 days thereby improving collections, reducing

costs and reducing bad debt.

• Increased collections 21% by introducing a successful write-off reduction program and effective negotiation

skills training.

• Developed and implemented a new and more accurate forecasting model to project monthly recoveries.

EDUCATION

B.A., Management, Western Illinois University

Paralegal Certificate, University of Missouri at Kansas City

ACA Certified Professional Collection Specialist

Dale Carnegie Sales Professional Seminar

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