Manager Customer Service

Fernando Rubio Jr.

*** *. ******* ***, *****, California 91702-3610

Cell: 626-***-**** - Home: 626-***-****

E-mail: ********@*******.***

PROFILE

Operations Manager of Multiple Companies. Successful Leader in Recovery, Credit & Collections and Customer

Service Management. Proven track record of success with Bank of America and Sears Roebuck in

communication, building teams (of up to 74 people), and inspiring exceptional morale. B.S. degree in Business

Administration.

CORE COMPETENCIES

• Services Management Executive – Leader • Build Successful Teams (Up to 74 People)

• Continual Success in Communication Skills • Inspire Exceptional Morale

• Recruiting/Selection/Training/Evaluation • Focus Others’ Energies Toward Solutions

EMPLOYMENT BACKGROUND / TRANSFERABLE ACCOMPLISHMENTS

Operations Manager

Mystique Limousine Service LLC/AIM Financial Loan Services LLC - Azusa California 2005 - 2009

Majestic Enterprises - Azusa California

Private owned company. Employees for all companies number 32

Mystique Limousine Service, LLC - Limousine Service

AIM Loan Services LLC - Hard money lender

Majestic Limousine Service, Inc. Limousine Service

Majestic Investments - Hard money lender

Sa-Vonn Computer Service - Computer Service and Repair

Duties include the promoting and selling of each company. Instituted Company Policy & Procedures for each company

produced an employee handbook outlining expectations and services for the employees. Increased sales for the Limousine

business by 34% over the previous years gross sales. Increased 27% revenue for Investment company. Expanded service

offers for computer store to allow revenue to reach a break even status for first time in previous two years. Oversee all

aspects of Majestic Investments which include new application review, approval of loans secured by real estate, collection

and recovery of delinquent accounts. Review and assign for foreclosure on all defaulted loans.

VICE PRESIDENT INTERNAL RECOVERIES

Bank of America - Brea, California 928**-****-****

Major financial institution, loan center. Employees at this site: 5,000.

Responsible for: Recovery of Consumer Card, Indirect/Direct/Lease Auto loans, First and Second Mortgage loans, Equity

Lines of Credit, Small business and Government Credit Cards. Ensured all FDCPA and Banking regulations were followed

and completed in a timely manner. Coordinated the incentive program for Brea and sister site in Greensboro N.C. for all

internal collectors on a monthly basis. Created extensive training courses for incoming collectors on the use of demand

collections, persuasive talk-offs and skip tracing methods to locate customers. Integrated call center strategies to enhance

volume calls and increase contact rate for both collections and customer service. Led a staff of six direct leaders and 68

associates.

Accomplishments:

• Reorganized card collections from third party agencies back into “in-house” collections and improved the cost

effectiveness of recovery teams. Card recoveries increased to $1.5M/month, cost/dollar collected were reduced from

$.24 to $.14, and saved $1M/year in miscellaneous costs. Consistently exceeded total recovery plans by an average of

22% yearly.

• Lead team of managers in preparation for a conversion to new collection system that incorporated all products into a

base system. This allowed us the ability to cross train and stream line staffing requirements.

• Awarded a Bank of America Leadership Award for leading a process from problem to a Win-Win conclusion.

• Implemented the use of a dialer to increase contact rate 24% over previous manual dialing plan and increased penetration of

queue volume to an average of four times per day. This also allowed us to increase accounts per associate to 350 accounts

per person and continued to increase production of reviews per associate an additional 18%.

Fernando Rubio Jr. Page 2

EMPLOYMENT BACKGROUND

VICE PRESIDENT CONSUMER RECOVERY

Bank of America - Brea, California 1997-2001

Major financial institution, loan center. Employees at this site: 5,000.

Responsible for recovery of Consumer Card, Indirect Auto Loans, Overdrafts and Repossession Support. Also oversaw a

unit responsible for locating customers whose accounts were to be escheated to the State due to lack of account activity.

Initiated use of letter series for Overdraft collections to facilitate recovery of losses. Streamlined reporting and increased

accuracy for notices sent at time of repossession of vehicles to ensure all state guidelines were met. Managed a staff of 5

direct managers plus a team of 55 associates.

Accomplishments:

• Partnered with repossession manager and implemented an online tracking report to eliminate the use of duplicate manual

reports and reduce loss time in tracking notice of intent sales letters. This led to improved turn times by 17%.

• Increase recoveries of secured auto loans by segregating the product to an elite unit of collectors specializing in skip

trace and negotiation skills. The “find” rate of the product improved 34% and recoveries increased 16% after sale of

vehicle.

• Rewrote the Training Collection Manual to expand the use of outside Attorney firms in recovery of Probate, Fraud and

Small Claims accounts in the recovery of appropriate consumer and commercial card accounts.

• Oversaw the implementation of group to locate pending ESCHEAT accounts and save customer’s deposits from being

sent to California’s unclaimed property.

ASSISTANT VICE PRESIDENT COLLECTION MANAGEMENT

Bank of America - Pasadena, California 1987-1996

Major financial institution, loan center. Employees at this site: 2,200.

Responsible for: Managing a collection team that recovered consumer loan losses. Focus was recovery of Mobile Home,

Unsecured Personal Loan and Unsecured Lines of Credit losses. Responsibilities included randomly monitored calls for

quality; Monitoring call volumes, abandon rates, and average speed of answer, for forecasting and performance purposes.

Attending Division meetings, bringing Business partners up to date on the Loan Center achievements, and addressing issues

that Retail Branch entities were encountering regarding credit or the loan center in general. Promoted from Bank Officer of

Collections to Assistant Vice President Operations Manager of Internal Litigations. Managed a staff of 13-18 associates.

Accomplishments:

• Performed due diligence (working as a member of a Subject Matter Experts team) and successfully incorporated the

products and clients of an acquired financial institution (Nevada Savings and Loan) into the mainstream operations.

• Introduced new Performance tracking reporting and evaluation of Outside Attorney firms handling assigned legal requests.

• Partnered the systems and telephony groups with senior project management and relocated an entire Call Center/Credit

Facility to a new facility with no negative impact to our associates, clients or business partners.

• Improved the cost effectiveness of the internal legal recovery team’s cost/dollar from $.35 to $.19 and increased

recoveries to $1.2M/month.

COMPUTER SKILLS

Microsoft Windows, Office, Word, Excel, PowerPoint, Outlook,

Lotus Notes, Six Sigma training, CROSS, Merlin, Davox Dialer, Quickbooks

EDUCATION

B.S. Degree in Business Administration - California Polytechnic Pomona - Pomona, California

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