Quality Assurance Manager
Resume:
Wesley W. Lackey
Sugar Land, TX 77478
Cell: 713-***-**** (Preferred)
Other: 281-***-****
Email: ******.********@*****.***
OBJECTIVE Attached please find my resume that I am submitting to you for
consideration regarding the above mentioned position. As you can
see, my qualifications indicate that I am loyal employee with many
years of experience in managerial positions. Due to the fact that
the company I worked for is downsizing, I am now seeking
opportunities in new areas. I would be very interested in speaking
with you at your convenience to find more about the position you
have posted. Perhaps it would be a good fit for us both.
Qualifications
. Management of as many as 400 collectors
. Develop & Implement Dialer Strategies
. Pre-charged off and Charged off accounts
. First Party and Third Party collections
. Proven track record of Exceeding Client expectations
. Train and develop Management and Collectors
. FDCPA Certified
. Davox, AS400, Discovery, Windebt, PARCS, ULTIPRO, MS Office, ADP, Kronos
and LIVEVOX
. Undergone five (5) mergers/acquisitions
. Motivational strategies to increase performance
Professional Experience 1989 to 2013: Clients have included: Capital
One Bankcards, AT&T Universal Card, HSBC Pre and Post Charge Off,
various debt buyers, Sprint and Sears
Primary Financial Services LLC - Houston, TX
Department Manager, April 2013 - Present
> Supervise/manage group of 12 collectors on various portfolios
including Debt Buyers: Asset Acceptance, Galaxy, and Square Two, and
ADT
> Manage and monitor daily productivity
> Perform file review and audits
> Perform monitors and analyze batch track reports for improvement
opportunities
> Responsible for staffing, scheduling, employee incentives and
compensation, policy adherence, MIS reporting and Quality Assurance
Pentagroup Financial Services LLC - Houston, TX
Department Manager, December 2011 - April 2013
> Supervised/managed group of 10-18 collectors on various portfolios
including Debt Buyers: Asset Acceptance, Galaxy, Square Two and
Oliphant, also Discover Personal Loans, Sprint and ADT
> Managed and monitored daily productivity
> Performed file review and audits
> Performed monitors and analyze batch track reports for improvement
opportunities
> Responsible for staffing, scheduling, employee incentives and
compensation, policy adherence, MIS reporting and Quality Assurance
Redline Recovery Services LLC - Houston, TX
Director, June 2006 - November 2011
> Implemented projects for Pre-Charge Off Discover Card loans and HSBC
Pre Charge-Off Cards
> Responsible for growth of new products from 5 employees to 43
employees within one year. The project evolved into me directing five
Department managers and over 100 FTE.
> Managed and monitored daily productivity
> Performed file review and audits
> Performed monitors and analyze batch track reports for improvement
opportunities
> Responsible for staffing, scheduling, employee incentives and
compensation, policy adherence, MIS reporting and Quality Assurance
Lackey resume - Page 2
NCO - Houston, TX
Operations Manager, April 2005 - June 2006
> Managed 400 seat Customer Service and Collection Call Center
> Directly supervised 11 Department Managers responsible for $240
Million in accounts receivable.
> Directly responsible for meeting day to day performance objectives,
analyzing collection strategy, implementing new policies and
procedures and interfacing with clients to ensure company is meeting
client objectives.
> Responsible for staffing, scheduling, employee incentives and
compensation, policy adherence, MIS reporting and Quality Assurance.
RMA - Houston, TX
Location Manager, October 2000 - March 2005
> Supervised the daily activity of 7 Department Managers and 125
collectors
> Responsibilities included managing the daily operations of several pre-
charge off collection projects including early and late stage
collections, customer service, inbound call management and skip-
tracing departments
> Worked directly with Vice President of Operations to meet performance
objectives, manage expenses, reduce attrition, maintain client work
standards and meet quality expectations
Equifax, RMS - Houston, TX
Department Manager, February 1993 - September 2000
> Responsible for the supervision of 20 collectors working various post-
charge off portfolios including bad checks, bankcard, medical,
telecommunications and retail departments
> Managed and monitored daily productivity, performed file reviews and
audits, performed remote monitors, trained new collectors and analyzed
batch track reports for improvement opportunities
> Responsible for hiring and training of new employees
Integratec, Inc. - Houston, TX
Unit Manager, May 1990 - January 1993
> Responsible for the supervision of 20 collectors working various post-
charge off portfolios including bad checks, bankcard, medical,
telecommunications and retail departments
> Managed and monitored daily productivity, performed file reviews and
audits, performed remote monitors, trained new collectors and analyzed
batch track reports for improvement opportunities
> Responsible for hiring and training of new employees
Debt Collectors, Inc. - Houston, TX
Collector, January 1989 - April 1990
Excellent references upon request
Contact this candidate