Customer Service Sales

Wayne V. Knapczyk

PO Box *** Cass Lake, MN ***** 218-***-**** Home 320-***-**** (mobile)

More than 10 years of call center management experience in a high volume setting with multi-site

responsibility which included domestic and offshore operations. Demonstrated record of success to

increase efficiency and enhance productivity. Hands on leadership which includes customer service

and default operations, strategic business planning, project management, quality control, client

retention and sales revenue. Highly motivated, detailed oriented with strong relationship building

skills. Proven expertise in:

Multi-site Management Budget Management

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Strategic Planning Vendor Management

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Compliance Customer Retention

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Management Information (MIS) Team Building

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Incentive Strategies Facility Management

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Record of Success

Collaborated with business partners – successfully centralized branch collections

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Recipient of prestigious Chairman’s Award (2) times

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Earned recognition as top performing default call center 3 out of 5 years

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Drove unit cost down by 42% over a two year period

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Deliver over $6M in sales revenue (annually)

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Facility management – relocated (2) domestic sites and opened (1) site successfully

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Community Involvement (March of Dimes, United Way, Habitat for Humanity Site

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Chairperson)

Professional Experience

Citifinancial Auto, member of Citigroup, Inc. 1997-2008

Director of Operations and Facility Management - Irving, Texas 2005-2008

• Managed and directed day to day activities of a national customer service unit servicing a $22 Billion

non-prime loan portfolio.

• Managed three inbound and outbound call centers. (2) Domestic and (1) offshore.

• Managed 8 direct reports and 250 indirect reports. Determined staffing requirements with the

assistance of Work Force Management.

• Directed and monitored operations to ensure service levels and customer satisfaction goals were met

or exceeded.

• Prepared and managed a $18M operating budget, controlling direct expenses, while reducing unit cost

and gaining operating efficiencies.

• Increased sales revenue from $500K to $6M annually.

• Developed and maintained customer loyalty programs to improve client relationships- resulting in

repeat business and increased revenue annually.

• Led projects using top-notch organizational and time management skills.

• Created cohesive team environment with focus on quality, customer service and cost-effectiveness.

• Prepare monthly deck to review with senior management.

• Actively involved in the community representing Citigroup promoting Financial Education

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Wayne V. Knapczyk

Default Operations Manager – Bloomington, Minnesota 2001-2005

• Managed and directed the day to day activities of a regional default call center servicing a $13 Billion

non-prime loan portfolio.

• Managed 8 direct reports and 300 indirect reports.

• Assisted in reducing overall credit losses by $80M over three years.

• Developed and implemented collection strategies at various stages of delinquency: (early, mid, late

stage, loss control-pre/post charge off – cramdown and settlements)

• Partnered with Risk and Compliance to review and enhance policies/procedures to improve processes

and minimize risk.

• Prepared and managed a $15M operating budget.

• Partnered with Incentive Strategies to develop new programs to maximize agent and supervisor

performance.

• Key player in centralizing branch collections which improved internal controls and enhanced sales

opportunities for the field.

• SME for Center(s) of Excellence, promoting consistency and best practices.

• Managed site turnover successfully, exceeding company expectations.

• Coached and mentored associates providing career development opportunities.

Collections Manager – Eden Prairie, Minnesota 1997-2001

• Managed late stage delinquency unit. (minimizing loss and reducing delinquency)

• Managed 6 direct and 125 indirect reports.

• Assisted Center Director and peers in developing collection strategies to improve performance.

• Interviewed, recruited and hired staff.

• Developed in-house capacity plan to ensure adequate staffing coverage.

• Impact Award recipient demonstrating consistent loss and delinquency performance.

• Coach and mentor employees. Annual review preparation and oversight.

CNAC Credit – Duluth Minnesota 1995-1997

• Credit/Collections Manager for sub-prime used car portfolio.

Ford Motor Credit Company, Inc. - Fargo, North Dakota 1988-1995

• Various supervisory positions in collections, credit and sales.

Education

Bachelor of Science, Finance/Business Administration

Bemidji State University, Bemidji, Minnesota

Computer Skills

Windows XP, Microsoft Office, Word, Excel, PowerPoint, Outlook, Internet Explorer, AS400, CACS

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