Management Manager

Wilbur Decker

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

Address: *** ***** ****** **

City: Atlanta

State: GA

Zip: 30071

Country: USA

Phone: 678-***-****

Skill Level: Director

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Wilbur F. Decker

518 Chase Common DR aai Norcross, GA 30071 aai 678-***-**** aai *********@********.***

More than 15 years of Call Center experience, the last 5 as Vice President, Caribbean Operations for NCO Financial System, designing, organizing, coordinating, directing, and executing operational activities, including Site Operations Management of offshore sites, expense management, vendor relationship management, directing production analysis, personnel administrations, and remittance processing. Adept at developing comprehensive systems and processes, including computer technologies, to improve performance, competitive position and risk management.

CORE COMPETENCIES

Site Administration Management aai Expense Management & Controls aai Site and IT Infrastructure

Relationships Management with Foreign Local Governments aai Site Occupancy Optimization

Attrition and Retention Management aai Recruiting and New Hire Programs

Accounts Payable/Receivable aai Staff Development & Training aai Quality/Auditing/Compliance

Policies & Procedures Manuals aai Report & Document Preparation aai Meeting & Event Planning

EXPERIENCE & ACCOMPLISHMENTS

NCO Financial System

Advanced through positions of increased accountability for Call Center Management based on consistently exceeding goals and expectations with this call center company with 140 global sites handling outsourced pillar functions, such as back-office services, inbound and outbound customer service, healthcare, bank cards, ARM management both for 1st and 3rd party charge off debt; 40K employees, and revenue over $600M.

Vice President, Caribbean Operations, Bridgetown, Barbados aai 2008 aaiaii Present

Assistant Vice President, Caribbean Operations aai 2007 aaiaii 2008

Oversee 2 sites in the Caribbean (Barbados and Antigua), managing operations as well as infrastructure, IT, hiring, local vendor and government relationships, metrics and performance. Direct oversight of 1500 Call Center employees, including 70 managers, between 2 Caribbean locations. Meet with government officials to educate on the revenue and employment benefits of having a call center in their location. Manage existing programsaaiai P&Ls to ensure accuracy and cost efficiency. Work with Senior Vice Presidents to ensure all aspects of operations are maintained, advising on issues, and suggesting solutions to any trends or recurring problems.

aai Coordinated with Sales Team to develop new client relationships resulting in onboarding new clients for $6.3M annual revenue and $528K annual revenue.

aai Collaborated with U.S. management and clients to help improve processes for clients, including American Express, Capital One, Bank of America, JPMC, GE Capital, AOL, Sprint, Metro PCS, and Clearwire.

aai Established new recruiting and hiring procedures reducing annualized attrition by 48%.

aai Partnered with corporate HR resulting in realignment of organizational structure and standardization of Job Descriptions to optimize supervision and staff utilization.

aai Developed management teams and maintain staff efficiency through retraining and promotion.

Wilbur F. Decker aai 678-***-**** aai *********@********.*** Page Two

Professional Experience, continued

General Manager, India Operations, Mumbai, India aai 2003 aaiaii 2007

Responsible for launching and growing Third Party Collection in Mumbai, India as well as direct interaction with Fortune 500 Clients such as American Express, Capital One, Chase, Bank of America.

aai Launched Third Party Collections in Mumbai, India May 2003 with 20 Collectors, which grew to 375 towards the end of 2007.

aai Developed and cultivated a collectors mentality in a foreign country which knew very little about US Culture

aai Worked side by side with Fortune 500 clients to develop new strategies to grow their programs and increase revenue

aai Implemented new strategies to streamline account collection efficiencies resulting in increased average revenue per FTE from $1K to $4K over 4 years.

aai Increase in revenue went from $100k (at launch) to near $1 million at the end of the 4 years

aai Work with our corporate team to introduced Performance Management tools and training for management staff at all levels to drive production via consistent and quality skills development, effective communications, understanding of essential skill sets, and effective planning and commitment utilizing pro-active versus reactive management.

Division Manager, NCO Financial System, Buffalo, NY aai 2001 aaiaii 2003

aai Oversight of Bankcard Team with 30 FTE

aai Development agents to meet client needs and company revenue goals

aai Work with Supervisors to develop time management skills, communication skills as well as how to develop their agents

aai Worked with VP to implemented new strategies to and increase revenue

Collector, NCO Financial System, Buffalo, NY aai 1997 aaiaii 2001

Collector, NAFS (National Action Financial Services), Buffalo, NY aai 1996 aaiaii 1997

MILITARY

United States Coast Guard, Cape May, NJ aai 1991 aaiaii 1994

Telecommunications Specialist

CERTIFICATES, LICENSING & TRAINING

Certified Collections Manager (NACA-CCM/ National Association of Collection Agents)

Collections Licenses aaiaii All States Required

Six Sigma Training

Wilbur F. Decker aai 678-***-**** aai *********@********.*** Page Three

AFFILIATIONS

ACA aaiaii American Collections Association International

BPO Executives aaiaii Business Process Outsourcing

Credit and Collections of America Worldwide Contact Center Professionals

Debt Collection FDCPAaaiaiiFCRAaaiaiiFACTAaaiaiiGLBAaaiaiiTCPAaaiaiiFTC & CFPB Regulations Forum

EDUCATION

Computer Science, Tompkins Cortland Community College

Contact this candidate