Project Manager Quality Assurance

Kenneth Dempsey

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

Address: **** *. ************ *****

City: Highlands Ranch

State: CO

Zip: 80130

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $90,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Kenneth Dempsey

Call Center Management

303-***-**************@*.****www.linkedin.com/in/kennethdempsey

Skills & Expertise

Compliance * Online Services * Process Improvement * Change Management * Risk Management * Work @ Home * Audits * Policies & Procedures * Outsourcing * Negotiations * P&L * Training *

Operational Management & Supervision * Delinquency Reduction & Control *Call Center Statistics

* A dedicated financial professional with proven abilities in leadership, financial management, forecasting, credit analysis, communication, and P&L analysis, as well as developing monthly management and daily collection statistics reports.

* Known for developing and implementing programs to continuously improve processes with the ability to manage multiple projects within required deadlines while achieving the stated objectives. Further experience in auditing systems, writing policies and procedures, and credit and collections.

* Visionary leader with a diverse blend of skills for developing leaders in the Call Center environment. Experience in driving performance and continuously improving processes.

Key Achievements

* Spearheaded the implementation of a centralized skip trace department for CitiFinancial Auto (CFA) that reduced headcount, streamlined processes, developed new policies and lowered the monthly NCL (net credit losses) 30% for the division.

* Supervised, trained and developed seven servicing managers and 85-100 agents in collection skills and reporting competencies to maximize the potential of resolving delinquent accounts.

* Project manager of a team that streamlined policy for CFA, resulting in fewer issues with repossessions and NCL and improved collection strategy and audit reviews.

* Revitalized the QA (quality assurance) team by establishing new processes, eliminating outside influences and holding QA agents accountable for scoring. This allowed collections to become more customer-centric and helped the Regional Center meet corporate objectives.

* Developed a tracking system that lowered the monthly NCL for CFA by $200,000 - $300,000 monthly and held collection/skip agents accountable for how accounts were administered.

* Partnered with Citi Vendor Management on pricing and expectations and conducted on-site audits for outsourced vendors.

* Point of contact for many outside vendors such as Money Gram, Western Union, and Skip Trace agencies for the Call Center.

* Responsible for the monthly budget for the Call Center. Partnered with the Regional SVP to address budget concerns and help meet the allocation or work with the corporate budget team to revise as needed.

* Leader of the Loss Mitigation Department handling repossession process from issuance to redemptions, impound/government seizures, replevins (legal actions) and customer programs, such as amendments, TRIPPs (temporary reductions in payment plan) and deferments.

* Managed multiple departments simultaneously with diverse responsibilities from QA, Loss Mitigation, Skip Tracing and Collection Support.

* Certified Collection Manager in the state of Nevada and license holder for Santander in multiple states, including Oklahoma, Arkansas, Washington, Massachusetts and several more.

Career Summary

Santander Consumer Finance

Assistant Vice President

CitiFinancial

Vice President of Collections

Remarketing Senior Manager

Assistant Vice President of Operations

Assistant Vice President of Centralized Skip Trace

Regional Loss Mitigation Specialist

Buyer

Education

* BA, Business Administration - Austin College; Sherman, Texas

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