Manager Customer Service

Thomas P. Halverson

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M: 336-***-****

***********@*****.***

Operations and Finance

Manager

Operations and finance manager with 20+ years' experience. Expertise in

premium auditing, collection, and call center operations management. Proven

ability to maximize cash flow, supervise diverse staffs, and prevail in

contested court cases resulting from premium audits. Demonstrated skill in

interfacing with varied internal departments, achieving collections that

exceed company goals, and developing and leading high-performing, cross-

functional teams.

Budget Preparation ? Collections ? Customer Service ? Expense Control ?

Financial Management

Forecasting ? Office Administration ?

Operations Management

Policy / Procedure Development ? Premium Audit ? Process Improvement ?

Start-Up Operations

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Career Achievements

V Grew unit to produce $245 million over 10 years at 10% expense ratio,

developing a true profit center.

V Worked with agents to collect 73% of $245 million at normal agency

commission.

V Led group of direct collection staff to collect 27% of billed audits

for direct collections from policyholders.

V Accepted $66 million of audits for direct collections; collected $38

million in cash and wrote off $16 million, a 7% billed amount over 10

years.

V Increased revenue by $245 million over 10 years; collected 93% of

additional premiums billed.

V Guided recovery efforts on a bankruptcy of a major managing general

agency. Recovered $3 million (50%) over 2 years; company placed itself

in position of agency, serving thousands of policyholders on a direct

basis with no addition to staff.

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Professional Overview

Accounts Receivable Manager

Lanyon Solutions. 2014 - 2015

. Managed collection representatives taking inbound service calls and

placing outbound collection calls to approximately 4,000 commercial

clients.

Accomplishments:

V Reduced overdue balances by $3 million in 6 months.

Patient Customer Service Manager

Solstas Lab Partners. 2013 - 2014

. Managed 26 representatives and 2 supervisors in an inbound call center

providing basic services for patients and light collections of self-pay

balances.

Accounts Receivable Manager. Burlington Insurance. 2002 - 2012.

. Directed 30 staff members involved with all aspects of billing and

collecting commercial general liability premiums, specialty lines

premiums, and final audit premiums from agents, brokers, and

policyholders.

. Built premium audit department from the ground up: began auditing,

billing, and collecting on all policies written subject to audit.

. Interfaced with IT developers to determine audit thresholds on various

classes of business and whether to complete phone audits or physical

audits.

. Worked with Underwriting on non-productive audit attempts.

. Built direct collection department from the ground up.

. Interviewed, hired, trained, coached, and mentored staff in both

departments.

Accounts Receivable Manager continued

. Developed systems and procedures for tracking uncollectible audits from

agency to direct bill system.

. Led effort to enforce agency contract terms regarding uncollectible

premium audits from the wholesalers.

. Reduced agent bill 90-day statutory overdue balances from $2 million to

$150,000.

. Identified and implemented automated work-flow efficiencies as IT

resources became available. Frequently assigned to role of analyst to

interface with IT / MIS on development of new systems or enhancements to

current systems.

. Managed all relationships with external vendors in both premium audit

(field auditors) and premium collection (collection firms and attorneys)

areas of responsibility.

. Assumed management responsibility from claims department for deductible

recovery unit.

. Served as expert witness in court on large premium audit cases. Prevailed

in 90% of cases, winning directed verdicts in most jury trials.

Accomplishments:

V Grew unit to produce $245 million over 9 years at 10% expense ratio,

developing a true profit center.

V Worked with agents to collect 73% of $245 million at normal agency

commission.

V Led group of agents to return 27% of billed audits for direct

collections from policyholders.

V Accepted $66 million of audits for direct collections; collected $38

million in cash and wrote off $16M, a 7% billed amount over 10 years.

Manager, Billing and Collections. InServe Underwriters. 1997 - 2002.

. Coached 11 staff members involved with all aspects of billing and

collecting workers' compensation premiums from agents, brokers, and

insureds utilizing Applied Systems software.

. Interfaced with underwriting and operations to ensure quality and

timeliness of information delivered to premium billing and collections.

. Appointed to systems committee responsible for evaluating, selecting,

testing, and installing new integrated system; product linked marketing,

underwriting, policy issue, accounting, audit, and claims.

. Reduced overdue receivables from $10 to $5 million while annual written

premiums grew from $40 to $125 million.

Accomplishments:

V Brought billing and collections departments current from large

backlogs.

V Reduced overdue ratios significantly.

Operations Manager, Premium Accounting Service Center. Royal Insurance

Company. 1988 - 1996.

. Promoted to Charlotte headquarters to consolidate countrywide regional

accounting units into one service center.

. Coordinated conversion of manual records to on-line agency billing

system.

. Managed staff (70) in Field Operations, Specialty Operations, Legal

Recovery, Cash Processing.

. Achieved efficiencies by reorganizing workflow and reducing staff by

25% from 1990 to 1995.

. Exceeded all cash management objectives by collecting 99.4% of

receivables due from agents and brokers countrywide.

. Receivables averaged $800 million on 25,000 items from approximately

1,000 agents and brokers.

. Directed recovery efforts on a major bankruptcy of a managing general

agency. Recovered $3 million

(50%) over two years.

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Education and Professional Development

B.S. in Business Administration. University of Wisconsin. Stevens Point,

Wisconsin.

Certified Administrative Manager. Administrative Management Society.

Contact this candidate