Customer Service Manager

KERRY J. CHRISTENSEN

650-***-**** / email: ac02oa@r.postjobfree.com

CALL CENTER MANAGER / OPERATIONS MANAGER / COLLECTIONS / TRAINING

QUALIFICATIONS

30+ years of management and training experience in technology and service industries

Expertise in organizational leadership with customer service and collections call center emphasis

Background in developing project teams through mentoring, coaching, and training programs

PROFESSIONAL EXPERIENCE

CM Retail Management 2009-Present

Vice President – Operations, Big Star Finance, Phoenix, AZ (2015-Present)

Big Star provides commercial loans to owner operator truck drivers and small fleet owners.

Marketing – determining target market, developing email and direct mail campaigns, and growing to marketing contacts to over 100,000 contacts in 15 states.

Established processes managing new applicants from initial inquiry to funding as well as account management and servicing clients.

Managed hiring and growth of team to match increased demand for the lending product and all other needs relative to a growing customer base.

Growth from 0 to $1.6 million per month in loan volumes with an average loan amount of $30,000.

CM Retail Management and Southwest Title Loans, Phoenix, AZ

Vice-President of Call Center Operations/ Independent Contractor/ (2011-2015)

Both companies provide low balance, high risk loans to consumers. My primary role was to help establish metrics, organize training material, build a small call center from the ground up, and provide coaching and mentoring to management team.

Setup new call center and online lending product supporting the testing and implementation as well as the lending, customer service and collections functions.

Develop training and operation manuals for off-shore call center complete with web based written training, narrative video instruction, and audio as well as section testing modules.

Provide analytical audit of off-shore agents and recommended improvement plans.

Establish a call center covering sales, customer service and collections functions.

Provide overall operational leadership and mentoring of operations team comprised of department heads of all major departments including; marketing, sales, retail, customer service, collections, IT, and human resources.

Restructure core business functions to better service customer and achieve core business objectives resulting in 50% increase in annual sales for 2012.

CM Retail Management, Reno, NV

Vice President – Collections (2009-2011)

CM Retail Management is the parent company of pay day lending, check cashing, and title loan stores located in various states with corporate offices in Reno, Nevada.

Responsible for the restructuring of the corporate collections department which handles defaulted loans at 30 days past due. This included staffing changes and technology tools implementation such as predictive dialers and VOIP phones.

Created and developed a collections support team to handle all administrative functions previously performed by collections staff to keep them on revenue producing tasks.

Oversaw the re-organizing of Pre-Legal collections procedures, hiring, staffing and training increasing monthly revenue from $50,000 to $200,000.

Organized the collection department infrastructure to improve coordination between store front staff, corporate collection support, collections, and legal departments.

Kerry J. Christensen Resume Page 2

The Rickenbacker Group, Morgan Hill, CA 2007-2009

General Manager

The Rickenbacker Group is a collection agency specializing in third party debt recovery in the areas of towing, medical, bank card, and commercial debt with offices in Morgan Hill California and Lima Peru.

Responsible for general management of both locations with 100 employees in such departments as Sales, Client Services, Collections, System Administration, IT, Compliance and Risk, HR and Accounting.

Oversaw development of management team and its structure covering two offices to utilize the strengths of members and departments in both locations for overall company benefit.

Leveraged cost advantage of offshore resources in both collections and support functions.

Orchestrated restructuring of operational departments with departmental heads covering all aspect of company operations and aligning such departments as client services and sales and system administration and IT for improved support of core business functions as well as ease of use for clients.

Established operational meeting structure which promoted departmental accountability, performance reporting, and interdepartmental coordination in monthly and weekly operations meetings.

Oversaw the implementation and management of predictive dialer used by all US based call center collection agents.

Developed collector, client, and inventory scorecards for daily measurement of performance toward monthly goals.

Implemented employee recognition and reward programs.

Bay Area Credit Services, San Jose, CA 2005-2007

Executive Director

Bay Area Credit is a collection agency specializing in first part, third party and purchased debt recovery in the areas of telecom, medical, retail, bank card, consumer and commercial debt with offices in San Jose California, Antioch California, and Pune India managing over $1billion in debt.

Responsible for general management of Antioch call center with more than 150 employees

working for multiple clients in several industries.

Oversaw work strategies for multiple teams which include inbound call flow and handling. Outbound automated dialer and manual calling campaigns, and associated staffing requirements, bonus and incentive plans, long range planning, and new client integration.

Improve scoring models to improve productivity by aligning resources with appropriate portfolio segments for more efficient call handling and improved customer experience.

Execute organization and technology changes resulting in 50% reduction in resources while maintaining existing levels of performance.

Developing managers for team leadership and portfolio management.

Implementation of centralized supporting team which provides supporting resources for all call center teams in such areas as client services, quality assurance, internal auditing, IT, Human Resources, and training.

Facilitate integration and operations of mergers and acquisitions being moved into call center.

Institute hiring and individual performance standards for overall performance improvement of entire center.

Communicate all aspects of call center operations with corporate office in San Jose ranging from daily call results to monthly profitability.

Kerry J. Christensen Resume Page 3

Collection Bureau of America, Hayward, CA 1998-2005

Executive Vice-President and General Manager

Collection Bureau of America is a third party collections/accounts receivable company providing debt collection services for major telephone service providers, medical, municipal, consumer and commercial accounts totaling $30 million annually.

Responsible for call center business operations and leadership of 100 – 150 employees in multiple departments including Client Services, Collections/Customer Service, Training, IT, Quality and Productivity, and Human Resources.

Converted overall business structure to a client based organization to create teams specializing in client specific needs.

Translated monthly client based performance reports from such clients as SBC, AT&T, Cingular, Nextel, Stanford Medical, and DS Waters into departmental strategies.

Oversaw the installation and implementation of improved dialer technology for increased productivity in all collection teams.

Created and implemented incentive program to provide compensation incentives to call center agents.

Organized and taught leadership training programs for the purpose of developing leadership skills, identifying individual skillsets, and improve overall teamwork.

Established departmental expectations and held department heads accountable for completion of objectives.

Ensured effective communication and coordination structure between department managers and team members.

IAT – SmartDial – Salt Lake City, UT 1993-1998

Installation and Training Manager

IAT – SmartDial is a technology provider specializing in productivity tools such as predictive dialers and IVR’s for call centers.

Responsible for the planning and implementation of 6-12 new system installations or upgrades per month at client facilities in the United States and Canada.

Facilitated communication and interaction between all relevant departments, client, and other vendors to ensure on-time completion of installations of new predictive dialers and associated client site training.

Established in-house staging and testing department to increase monthly installations and revenues.

Organized, scheduled and taught regional training programs for clients in several states each year.

Organized in-house training programs to keep support staff up-to-date with current system releases, and improve general customer service skills.

Provide the client/customer with the very best system installation and training experience.

Art Center College of Design – Pasadena, CA 1985 - 1993

IT Director

Art Center College of Design is a private college offering undergraduate and graduate degrees specializing in art, graphic arts, industrial design, environmental planning, film, and photography.

Joined Art Center as a Records Office Clerk in 1985 and was promoted to IT Manager in 1986 and to IT Director in 1987.

Responsible for the overall implementation plan of Art Center’s first in-house computer system which supported all college departments including; Admissions, Registrar, Alumni/Development, Facilities, Library, Human Resources, and Financials (A/R, A/P, G/L, and Payroll).

Managed day to day operations of the IT Department including 3 staff members and contracted programming consultants.

Oversaw software enhancement and implementation projects.

Organized training for staff on all system applications and programs.

EDUCATION and TRAINING

Working knowledge of MS Office products including Outlook, Word, Excel, PowerPoint, CUBS, Smartdial/CT Center

1985 – 1993 Various Courses in PICK Operating System

1983 – 1985 Fullerton College

1981 – 1983 Missionary – Church of Jesus Christ of Latter-day Saint – Tallahassee Florida Mission

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