Sales Customer Service

ROBERT P. KLAMERT

**** *** ******* *****

Lake St. Louis, Missouri 63367

636-***-**** Home ~ 636-***-**** Cell

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

OBJECTIVE: Continue to advance my career where an industry leader may utilize my

extensive experience and talents in leadership, management and performance

improvement in sales, operations and mentoring valuable human resources.

SUMMARY OF QUALIFICATIONS:

Extensive experience as a mentor and leader of valuable human resources.

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Extensive experience in professional sales & sales management and training

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including national key pointed sales team as well as call center based and

certified as a National Sales Trainer.

Extensive experience as a process improvement specialist for departments,

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regions or companies looking for a performance lift.

Experienced with sales, credit and collections experience for small ticket and

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commercial equipment.

Experience in Call Center Technologies including dialers, ACD systems,

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electronic workflows and imaging.

Experience with automated credit application processing, funding and auto

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decision processes.

Extensive experience with Fair Isaac scorecard development and validation

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processes.

Experience in call center start up, portfolio transfer and facility closure.

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Experience in 3rd party client servicing.

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Extensive experience in process and flow redesign, champion / challenger

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and self audit processes.

Extensive experience in department and center wide budget & P&L process.

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Strong belief in policies, procedures, work flows and self audit processes.

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Extensive experience in the design, implementation, auditing and validation

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of policies and procedures.

Multifaceted skills including sales, credit, operations, collections, and

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customer service in mid to senior levels of management.

Strong belief in the team concept of providing superior service to customer.

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Strong belief in working very hard but also keeping the work environment

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challenging, fun and exciting.

ROBERT P. KLAMERT Page 2 of 5

PROFESSIONAL EXPERIENCE:

Global Recruiters of St. Charles Lake St. Louis, MO

January 2006 - Present

Managing Partner

Built a successful permanent placement recruiting business in HealthCare

Technology that has a strong client base of companies in diverse business

throughout the US.

P & B Management Consultants Lake St. Louis, MO

October 2003 -- Present

Managing Partner and Consultant

Provide extensive consulting services for sales improvement, sales management

and training, consumer credit processes, collections, customer service, call

center management, asset recovery and operations.

Sample of Clients and Scope of Services:

Thomasville, GA

Stewart Park Homes

Contracted to review National Sales plan and staffing. Designed and

implemented new training and operational processes for outbound sales team

and National field sales teams. Developed and implemented National Dealer

plan for US expansion.

Bangalore, India

Infosys Technologies Ltd

Chani, India

Review of 3rd party call center and operations, implementation of

recommendations and training / education of local staff.

Duluth, GA

The Reynolds & Reynolds Company

Contracted to review new venture business plans and implement

recommendations. Managed all operations (1 year) until permanent staff

recruited, hired and trained.

Rates and Residual

• Manage National sales effort including start up recruitment and training

that yielded performance over plan by 47% in the first six months.

Developed all marketing plans and roll out. Managed all operations

departments for the collection and entry of all data.

• Building relationships with National and Regional finance / lease

providers (Indirect) to receive direct rate and residual data.

• Manage out sourcing relationship with vendor for the entry of data into

proprietary systems that included quarterly onsite inspection and process

validation.

Compliance & Support

• Manage National compliance department activities including all back line

support and service requests for system calculations, legal and tax data

related to all forms in the national forms library and customer specific

library.

Center Management

• Manage all center related needs to support 200 associate center

including temporary staffing, facility expansion, daily support functions,

technology and desktop needs.

ROBERT P. KLAMERT Page 3 of 5

FELCO AutoLease St. Louis, MO

Senior Vice President – Service Operations

Company Closed September 2000 – October 2003

National Sales

• Expanded sales team by 25% in 6 months and produced a 35.30%

monthly increase in volume while reducing operational costs by 27% as a

direct relationship to improved quality customer relationships.

Implemented quarterly training and performance review process that

targeted increased product knowledge, improved sales skills, improved

listing and presentation skills and effective sales closing techniques.

Implemented presentation role playing as well as video and audio

recording as part of training and feedback process.

Dealer Services

• Reduced application entry, credit decision process from 5.3 hour average

to 42 minutes.

• Designed and implemented quality processes to improve the

performance of the new originations from a 6.02% delinquency to 2.03%

with .20% reduction in credit losses while increasing the percentage of

approvals & related booking ratios.

• Selected new automated credit application entry, decision and contract

booking system, implemented Fair Isaac scorecard and validated all rule

based credit decision and scorecard cutoff’s in new system.

Collections & Recovery

• Managed a complete turn around process for both departments with

existing technology of dialer & ACD management systems. Reduced

FTE by 33% while lowering delinquency over 1,000 bps in 12 months

• Designed and implemented service standards, quality review processes,

self-audit procedures and pre charge off mitigation teams to achieve

increased performance in all areas.

Customer & Administrative and Training Services

• Reduced FTE by 41% improved all department standards to meet or

exceed industry standards for abandon calls, speed of answer, average

talk time and calls per FTE.

• Redesigned title tracking and release process to reduce errors and lost

titles by 43%.

• Managed the design and implementation of complete new training

developed for sales, collection, credit, customer service and company

wide administration teams.

• Redesigned invoice & payment processing procedures and reduced

errors by 71%

Mentor and lead 8 direct reports with a staff of 146 associates, corporate credit

committee leader, member of corporate strategic planning committee, corporate

disaster recovery plan author and leader.

ROBERT P. KLAMERT Page 4 of 5

Firstar Bank N. A. St. Louis, MO

Assistant Vice President – Consumer Loan Operations

Center Closed January 2000 – September 2000

• Managed national service & call center to process all indirect auto lease

& retail finance transactions as well as all mortgage, HELC and direct

loans generated through 527 branch banks and all exception payments

from all lock boxes.

• Managed centralization of 8 service centers (395 FTE) into 1 national

processing center with complete new systems roll out.

Lead 9 direct report managers and 196 associates

Westar Financial Services Incorporated Olympia, WA

August 1999 – November 1999

Vice President – Operations

Company Closed

• Managed National sales team, all operations and support departments for

dealer based and internet expansion.

World Omni Financial Corp. Earth City, MO

Director – Dealer Services, National Credit Operations & Client Services

Division Closed March 1997 – July 1999

Dealer Services

• Developed and implemented plan for 90,000 annual contract ($2 billion)

unit dealer services group in new start-up national location.

• Developed and implemented new policy and procedures for national

operations.

• Increased efficiencies and reduced funding time by 30%.

• Developed and implemented a self audit process that reduced funding

errors by 14%.

• Designed and piloted a national sales training program to improve the

product knowledge for all sales associates that increased volume by 14%.

Credit Operations

• Successfully expanded to four regional credit locations.

• Developed and implemented national credit policy.

• Successfully doubled credit volume and reduced service time by 41%.

• Developed and implemented new credit scorecards that successfully

improved approval ratio and reduced delinquency / losses.

• Designed and implemented automated credit decisioning process that

was scaleable to 78% of all applications.

• Developed and implemented a regional self-audit process for credit office

locations that significantly reduced policy violations by 67%.

Client Services

• Accomplished the development of dealer service department for a

National Client that produced 180,000 annual contract volumes ($3.5 B)

• Developed and successfully implemented plan for seven day a week

centralized credit operation providing service to 400+ dealers.

• Successfully developed and implemented electronic application

processing system.

Supervise, mentor, and lead 8 managers with a staff of 225 associates.

Member of corporate due diligence team for portfolio and client

acquisition, National Sales Improvement team leader.

Recipient of 1998 AWARD OF EXCELLENCE for Outstanding

Performance.

ROBERT P. KLAMERT Page 5 of 5

Mitsubishi Motors Credit of America Casselberry, FL

October 1995 – March 1997

Region Manager, Southeast

Provided indirect finance services to captive dealers in a ten state region that

included credit application processing and decision, contract funding, sales,

wholesale debit, and credit processing.

• Selected by senior management to restore sales performance, credit integrity

and operational stability to the largest volume region in the company.

• Piloted National client servicing relationship program, designed and

implemented successful National sales training for roll out and dealer training.

• Managed team of 9 professional sales members comprised of the top 5

ranked professionals in the company.

• Corporate trainer of Professional Selling Skills for entire National Sales

Team.

Mitsubishi Motors Credit of America

Schaumburg, IL

Assistant Region Manager, North Central

April 1994 – October 1995

Mitsubishi Motors Credit of America

Schaumburg, IL

Business Development Manager

June 1992 – April 1994

Education: Kent State University

Kent, OH

Recreation Management

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