Customer Service, Sales, Credit, Collections, Operations

Bruce Goodwin

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

Conyers, GA *0094

m: 678-***-**** **********@*****.***

STRATEGIC AND OPERATIONAL LEADER / CREDIT, COLLECTIONS AND CUSTOMER SERVICE EXECUTIVE

I am a dynamic leader with extensive senior management experience, applying innovative and impactful solutions in, Credit, Collections, Customer Service, Sales Operations and Technology. Results oriented. I am analytical, with excellent written and oral communications skills and proven effectiveness in using technology to support business objectives. I have a history of developing and implementing strategies and processes that have improved business performance and consistently far exceeded targets. I have been very successful in directing and managing multiple projects and developing and enhancing business, customer and employee relationships.

PROFESSIONAL EXPERIENCE

YP/AT&T, Tucker, GA 2003 – 2017

Director, Claims Strategies 1/17 – 7/2017

Bought into this role by Senior Management specifically to redefine the company’s strategy regarding how to best handle the complaints and claims of our business customers. I directed efforts of a total of over 100 resources in the U.S., India and the Philippines. Reviewed all Claims processes and procedures and identified several opportunities for improvement. Directed the automation of some processes and changed other processes, which produced immediate results.

Produced the following result highlights:

Increased same day claims resolution by 17%, from 78% to 95%

Increased NPR (Net Promoter Score) by 35%, from -20 to +15

Revised claims processes which empowered frontline Claims reps to make solid decisions

Dramatically improved internal relations between Customer Service (Claims) and Sales

Director, Credit & Collections 1/16 – 12/16

Asked to head up this department of 25 managers and representatives because of the need to automate processes as much as possible. I was responsible for the creation and implementation of the automation of multiple processes and a revised credit policy.

Collaborated with Finance and Collections in the design of a new credit policy

Led integration of new credit software into environment

Successfully led project to reduce necessity to manually run credit reports, resulting in cost savings

Established effective communications policy between internal departments

Director, Credit & Risk Management 1/14 – 12/15

Hand-picked by company officers to have corporate-wide responsibility for all credit risk assessments. Led team of over 60 Credit & Risk Management managers and professionals spread across multiple domestic and off-shore sites. Had responsibility of being the final authority/escalation point for credit decisions. I worked closely with senior sales management in building and maintaining partnerships with company accounts. I regularly consulted with sales management to ensure that credit terms were properly applied. Prepared and analyzed budget, budget views and forecasts against a multi-million dollar budget. Ensured that financial and audit controls were in place and adhered to. Coordinated analysis and reporting of key financial and operational results. I led the implementation of policy and process changes to maximize collection potential. Coached, developed & inspired my management team.

Created and institutionalized automated formal risk rating process.

Established process for applying terms of sale and credit lines for new and existing customers.

Devised and scaled ‘Intelligent Risk’ program which increased revenue by $40M in the first two years of the program. Visited 42 company locations and trained Sales, Credit & Collections on Intelligent Risk.

Solidified productive business relationships with all levels of Sales management throughout company resulting in an additional $19.1M in revenue in 2015.

Associate Director, Credit & Collections 2010 – 2013

I managed 14 Credit & Collection Managers and 90 Collections representatives to achieve set goals. I coordinated analysis and reporting of key financial and operations results. Led implementation of policy & process changes to maximize collection potential and coach and develop management team. Prepared and analyzed budget, budget views and forecasts.

Achieved a best-in-class 7.1% of delinquent dollars collected vs. a target of 5.6% (108% improvement over prior year)

Exceeded annual collection target by 1,625% and stretch target by 366%

Reduced net write-offs by 69.5% year-over-year

Increased currently billed accounts ty 6.5% year-over-year

Manager, Credit & Collections 2008 – 2010

I managed the credit evaluation and approval process for print and internet advertising. Interpreted and communicated credit policy to Sales. I managed requests to waive credit policy requirements. Fostered and managed positive relationships with Sales, interfacing and negotiating daily on credit issues. Managed and provided daily/monthly reports which gauge productivity and effectiveness. Effectively coached, developed and motivated employees, acted as mentor.

Substantially increased departmental productivity by developing, maintaining and interpreting productivity reports for all managers in the department.

Initiated and led daily managers’ meetings to discuss resource needs and resource sharing. This resulted in increased cohesiveness between the department managers, increasing productivity and employee satisfaction.

Developed and conducted very effective Credit Policy training sessions for Sales Managers. According to Senior Sales Management, sales results were immediately, positively impacted.

Awarded for ethic, positive attitude, acting as an excellent role model for employees managing credit verification process.

Manager, Call Center (Sales & Service) 2005 – 2008

I assured that a balance was maintained in service, productivity and revenue creation. Led, coached, motivated and developed Customer Service Representatives to ensure that these goals are achieved. Performed daily, weekly and monthly analysis of all metrics and made adjustments on team accordingly. I regularly exceeded sales objectives by executing Success Plan with associates. Reviewed and managed all aspects of employee performance management. Provided daily leadership, guidance and dissemination of new/adjusted guidelines. Maintained awareness of associates’ capabilities and facilitated their understanding and growth.

Successfully back- filled for Associate Sales Director/Sales Manager.

Provided strong leadership by leading challenging teams to exceed service, productivity and revenue goals.

Recipient of Vice-President’s Award.

Recipient of Best In Class Award.

Manager, Contact Quality Center 2003 - 2005

Led and managed group of 30 Analysts whose responsibility was to ensure that Sales and Service Representatives in Call Centers were following guidelines for regulatory adherence and service level attainment. I provided daily leadership, guidance and dissemination of new/adjusted process and procedures.

Increased effectiveness of Center by providing report training to other Managers and Senior Analysts.

Performed regular analysis of performance data for Analysts and Customer Service Representatives. Monitored attendance, quality and quantity performance for analysts. Provided daily guidance based on results of analysis.

Worked as Project Manager for Contact Quality Center, fact-finding, researching, compiling and analyzing information and data and creating reports in various formats. Participated in weekly calibration sessions with Vice President and General Managers

SCROLLING BILLBOARDS, Inc., Richton Park, IL 2001 – 2003

Director, Credit/Collections/Sales/Operations

Established and managed company credit and collections policies

Successfully established, documented and monitored all internal operations, methods, processes and procedures

Increased sales by over 300% in just 2 years

Regularly exceeded all financial and service goals

MCDONALD’S CORPORATION, Oakbrook, IL 1997 – 2001

Manager, Desktop Engineering/Next Generation Infrastructure Engineering 2000 – 2001

Led and managed the Desktop Engineering and Next Generation Infrastructure Engineering Groups. Responsible for overall department operations, managing activities of 11 staff members, with budget responsibility of $3 million.

Leader, Innovation and Insight 2001

Responsible for overall leadership development of top performers within the Technology Engineering department.

Customer Relationship Manager 1999 – 2000

Lead Liaison, Operating System Migration 1998 – 1999

Customer Support Analyst 1997 – 1998

SYSTEMS

Experienced with Microsoft Excel, Powerpoint, Access, Sales Force, CSS and various Oracle applications.

EDUCATION

College of DuPage, Glen Ellyn, IL: Some college coursework completed with hours towards degree in Computer Science.

Work experience commensurate with Bachelor’s degree.

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