Customer Service Manager

Charles Blommaert

***** ********** ****, #******, ********, CA 92591

Mobile 661-***-****

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

S UMMARY OF QUALIFICATIONS

• OVER 25 YEARS OF MANAGEMENT IN CONSUMER CREDIT AND COLLECTION.

• EXTENSIVE KNOWLEDGE AND EXPERIENCE IN COLLECTION AND

TELECOMMUNICATION SYSTEMS.

• COMMUNICATES CLEAR DIRECTION TO EMPLOYEES TO ACHIEVE A HIGH LEVEL OF

PRODUCTIVITY.

• ANALYZE DATA AND PRODUCE A CLEAR PATH FOR MAKING PROCESSES MORE

EFFICIENT.

• EFFECTIVELY APPLIES MANAGEMENT SKILLS WITH STAFF TO ACHIEVE STRONG

MORALE AND PRODUCTIVITY.

• PREPARED ANALYTICAL AND STRATEGIC RECOMMENDATIONS BASED ON REVIEW

OF DATA

• STRONG INTERPERSONAL SKILLS IN DEALING WITH EMPLOYEES AND EXTERNAL

CUSTOMERS.

P ROFESSIONAL EXPERIENCE

OneSource Educational Development Corporation 2006 to Present

Senior Vice President

Murrieta, CA

• Develop, manage, and implement customer software programs.

• Oversee lender and customer service staff, addressing all issues as they relate to the

customer satisfaction.

• Work with customer base to perform needs assessment and prepare detail design documents

• Developed business plans and forecasts for multiple business units.

Springboard Non-profit Consumer Credit Management 2005 to 2006

Chief Operations Officer

Riverside, CA

• Oversee and manage the strategic direction of the company as it relates to consumer credit

counseling.

• Review and analyze operational reporting metrics to determine if levels of service are being

met.

• Developed a predictive debt settlement scored card based on historical indicators.

• Acting liaison between creditors, reporting agencies, government agencies, and clients.

• Tripled staff to meet new opportunity demand as it relates to the new bankruptcy reform.

• Implemented new call routing to reduce abandonment rate by 50% to below 5%.

• Manage a budget of $8 million per year.

Charles Blommaert Page 2

Systems and Services Technologies, Inc 2004 to 2005

Senior Vice President

Saint Joseph, Missouri

Wholly owned subsidiary of JP Morgan Chase specializing in 3rd party servicing

• Reorganized deficiency balance collections group to improve recoveries 10% per month.

• Assisted in the analysis for clients on the sale of bad debt.

• Evaluate and define necessary collection strategies for optimized collection effort.

• Managed 250 plus staff in most back room operations from facilities to asset recovery and

liquidation.

• Reengineered payment processing for improved efficiencies

• Leveraged technology and existing systems to maximize performance of the auto loan

portfolio.

• Clients include : Ford Motor Credit; CitiCorp; Mitsubishi Motors Credit of America, E-Loan, and

Net Bank. Portfolio of 750 million dollars.

Household Automotive Finance Corp. 2000 to 2003

Director of Collections

Lewisville, Texas / San Diego, California

• Established and staffed Lewisville call center up to 400 employees.

• Developed, implemented and analyzed collection strategies utilizing TRIAD software with

internal scorecard development.

• Managed both Inbound/Outbound/ and Blended agents.

• Responsible for cost center budgets up to $10,000,000.00.

• Exceeded productivity standards for staff through hands on management.

• Participated in project team to outsource work to India.

• Portfolio of approximately $3.5 billion dollars.

Federated Capital Corporation. 1998 to 2000

Vice President of Receivable Management

Farmington Hills, Michigan

• Oversee all commercial and consumer lease servicing of approximately $300,000,000.00.

• Managed micro-ticket to tractor trailer commercial leases.

• Automated most audit and collection reporting.

• Managed multiple locations.

• Improved credit decisions through development and uses of intelligent credit scoring.

Guardian National Acceptance Corp. 1996 to 1998

Director of Receivable Management/ COO

Southfield, Michigan

• Responsible for all aspects of non-prime auto loans from Customer Service through Asset

Liquidation.

• Reengineered all credit and collection processes and procedures to achieve maximum

efficiencies.

• Assisted in the analysis and development of behavioral and credit scoring models.

Charles Blommaert Page 3

• Use of SPSS and SAS to develop scorecards, analyze trends, and determine best actions to

improve performance.

Jayhawk Acceptance Corp. December 1995 to June 1996

National Collections Director

Dallas, Texas

• Enhanced strategies for the use of the predictive dialer.

• Assisted in the implementation of the IVR for Collections and Customer Service areas.

• Utilized static pool analysis for the development of loss mitigation.

GTE Directories May 1991 – March 1995

Collection Department Manager

Irving, Texas

• Coordinated collection strategies and installed a predictive dialer.

• Developed and implemented automation to improve customer service, collection systems,

increase productivity, and to ensure higher quality of service.

• Acted as liaison for other GTE business units and the directory company.

Far Western Bank October 1989 – March 1991

Vice President of Collections

Tustin, California

• Developed collection strategies and automated collection processes.

• Transformed a non profitable branch within 90 days to become competitive.

• Reduced staff by 50% and still achieved superior results.

Fireman’s Fund Mortgage Corp. August 1979 to October 1989

Department Manager

Farmington Hills, Michigan

• Managed mortgage loan collections through foreclosure, bankruptcy, and REO asset

management and outsourcing.

• Developed automation of foreclosure processes.

• Installed and designed calling strategies and predictive dialer.

P ROFESSIONAL MEMBERSHIPS

• Member of the National Association of Credit Managers (NACM)

• Former member of Michigan Mortgage Bankers Association

• Member of the American Collectors Association

E DUCATION

LeTourneau University BSBM

Longview, Texas

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