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Manager Operations

Londonderry, New Hampshire, United States
August 21, 2018

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Focused Operations Manager with extensive experience in both front and back end operations. Proven ability to develop and execute business processes, to maximize operational efficiency. Well established track record in negotiation, implementing strategies, and leveraging in-depth knowledge of industry trends and shifts, offering valuable insight of operational and revenue opportunities. Demonstrated success in crafting skilled approaches to turn around under-performing programs, and creating highly profitable programs through process control, mentoring and team building techniques.


Inventory Management

Vendor Relations

Training & Development

Workflow Design


Cross-Functional Team Management

Budgeting & Forecasting

Regulatory Compliance

New Program Implementation

Strategic Planning

Litigation & Arbitration


Call Center Management

Goal Setting

MS Office Proficient

Employment History

Director of Litigation Operations

Schlee & Stillman LLC, (formerly Richard J. Boudreau & Associates, LLC) - Woburn, MA 2012 – 2018

Act as litigation liaison for clients, vendors and multiple satellite office locations

Directed and mentored all litigation staff, processes, and client reporting pertaining to, suit filings, case management, contested cases, discovery and arbitration management

Interpret and relay legal information in a clear and precise format to clients and collection staff

Increased number of suits filed, while decreasing time frame to file suit and obtain judgment

Management of all filed suits according to contractual client level service agreements and scorecards

Initiated redesigning the drafting of legal documents and suit filing packages for all satellite locations maximizing efficiency and increasing output

Grew post judgment recoveries by over 500% during first year as Director

General Manager-Collection Operations

Richard J. Boudreau & Associates, LLC - Salem, NH 2010 – 2012

Managed a call center of twelve mid-level managers and over 100 collection staff

Coordinated the staffing and development of supervisors and collection teams to maximize client needs and recovery

Implemented predictive dialing system and was responsible for campaign management and audit controls

Provided weekly, monthly and quarterly forecasts for all clients, regularly achieving 98% or greater accuracy

Responsible for setting goals and objectives specific to client and company needs

Achieved company record in receivables

Organization was regularly a top performing vendor for all clients while General Manager

Adam Purpura Page 2

General Manager-Litigation Operations

Zwicker & Associates, P.C. - Andover, MA 2007 – 2010

Directed strategic initiatives to achieve client objectives

Managed all steps of litigation process on segment strategies based on batch-tracking and progress analysis through post judgment action and recoveries

Training of multi-state network of attorney collection firms to expand the company’s legal footprint

General Manager-Collection Operations

Zwicker & Associates, P.C. - Andover, MA 2005 – 2007

Implemented and maintained client specific contractual requirements, objectives and initiatives in accordance with federal and state regulatory compliance into daily work flow

Managed receivable portfolios for some of the nation's largest retail banks, student loan organizations

and credit issuers.

Recruit, screen, interview, hire

Collection Manager

Zwicker & Associates, P.C. - Andover, MA 2000 - 2005

Monitored, reviewed, and mentored collection team of up to 15 associates

Provided daily, weekly and monthly goals and collection strategy for long term success

Evaluated job performance and supplied timely, consistent feedback and training as appropriate


Diploma: Middleboro High School - Middleboro, MA

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