Management Manager
Resume:
Executive Résumé
PETER M. KLIPA
Pickerington, Ohio 43147
Business: 614-***-**** Cell: 614-***-****
Email: ******@*******.**.***
QUALIFICATIONS SUMMARY
Executive Leader with 25 years successful experience, serving in positions of increasing responsibility and authority. Skill in planning, directing, and coordinating process improvement project teams that solve problems impacting budgets, customer information systems, financial results, operational issues, and regulatory compliance. Expertise includes providing leadership and guidance to professional management staff and extensive network of vendor call centers. In-depth knowledge of how to prepare, direct, control, coordinate and execute strategic and operational plans.
Highlights of Knowledge, Skills and Abilities
-Excellent public speaker from military briefing experience, speaker’s bureau membership, energy/credit industry conference speaking engagements, and vendor management meetings.
-Trained facilitator, with experience leading teams.
-Cross-functional experience with compliance, engineering, field operations, call center, billing/collection, information technology, regulatory, vendor management, and financial personnel.
-Proficient in the use of Microsoft Excel, Powerpoint, Project, Word.
-Avid commitment to continuous improvement with proven track record developing and implementing innovative cost saving/revenue generating ideas.
EDUCATION
M.S., SYSTEMS MANAGEMENT, 1992, GPA 3.88
Western New England College, Springfield, MA
Pertinent Course Work: Productivity Management, Management of Quality Assurance,
Managerial Accounting, Cost-Based Decision Making
B.S., MATHEMATICS AND BUSINESS ADMINISTRATION, 1989, GPA 3.79
Otterbein College, Westerville, OH
Academic Distinction: Cum Laude, Mortar Board Honorary, Departmental Honors
PROFESSIONAL HISTORY
Senior Department Manager, National Recovery Center, Discover Financial Services 2010 – Present
Discover, New Albany, OH
Manage network of 60 collection attorneys, 1,200 collection representatives and associated staff. Oversee annual operating budget of $110 million and gross recovery of over $400 million. Supervise 8 member team of managers, project managers, and associates. Implement initiatives to maximize recovery, minimize cost, and improve compliance. Increase technical sophistication and productivity management of collection attorney/call center ownership and management with frequent site visits and monthly calls. Develop reports, review financial statements, manage contracts, set and monitor goals, track compliance, and create recovery incentives.
Selected Accomplishments:
-Assisted with onsite investigation from Consumer Financial Protection Bureau (CFPB). Briefed CFPB personnel on vendor management and customer treatment objectives.
-Designed and provided oversight to program that managed 65 individual recovery projects producing an additional $40 million in annual recovery
-Implemented vendor engagement process that increased site visits to 150 per year, including brand awareness and other annual compliance process reviews.
-Established national attorney scorecard for tracking key recovery and compliance metrics.
-Designed and coordinated twice a year vendor summits focused on compliance and performance.
-Spearheaded production of financial scorecard, increasing understanding of vendor financial health
-Designed and led vendor work effort analysis project, collecting inaugural key performance indicator data
-Efforts led to $91 million recovery increase in 2012, and liquidation improvement each year in role.
Department Manager, National Recovery Center, Discover Financial Services 2009 – 2010
Discover, New Albany, OH
Manage network of 18 collection agencies, 350 collection representatives and associated staff. Oversee annual operating budget of $28 million and gross recovery of over $60 million. Supervise team leader and 8 member Inventory Control team responsible for placement of $8 billion of charged off credit card debt. Implement initiatives to maximize recovery. Increase engagement of collection agency/call center ownership and management with frequent site visits and monthly calls. Develop reports, review financial statements, manage contracts, set and monitor goals, track compliance, and implement contests.
Selected Accomplishments:
-Implemented engagement process that involved over 320 review calls and 60 site visits annually.
-Gathered data and set improvement expectations for agencies on penetration, right party contact, conversion, and average payment. Year following implementation had 15-45% improvement.
-Implemented bonus enhancements which reduced recovery variability by 35%.
-Overall efforts led to $2.5 million improvement in expected results during period of decreasing liquidity.
Director, Revenue Recovery, NiSource Corporate Services 2003 – 2009
NiSource, Columbus, OH
Managed 51-person clerical organization within the meter to cash department, with annual operating budget of $8.0 million; supervised four managers. Responsible for collection activities on delinquent residential, commercial, and large volume electric and natural gas customers in nine-state region in the Midwest, Mid-Atlantic, and Northeast . Managed both pre-charge-off and post-charge-off activities. Formulated and implemented new policies. Improved processes. Exercised personnel management responsibilities. Met with key external officials, internal customers, and vendor partners to assess organizational effectiveness, explain policy and procedure, and resolve significant customer information system problems.
Selected Accomplishments:
-Overall efforts led to improvement in 8 of 9 key metric categories, a five-year low in Days Sales Outstanding (DSO), and a two-year low in write-off to sales
- Implemented competitive collection agency management program, which involved audits of call center operations, monthly management meetings, a customer satisfaction survey, and referral adjustments. Recovery improved 6% while costs decreased 25%.
- Designed and implemented revenue producing/cost saving programs for behavioral scoring, outbound dialing, theft of service investigation, and facility damage recovery.
- Chaired regional utility roundtable covering best practices and strategy with peer companies.
Operations Center Manager, Muskingum Valley Operations Center 2001 - 2003
Columbia Gas of Ohio, Zanesville, OH
Managed and directed 56-person organization with annual operating budget of $3.6 million. Areas of responsibility included construction, maintenance, leakage inspection, field service, collections, and clerical activities for natural gas facilities that cover 13-county region in east central Ohio. Supervised five field operations leaders.
Selected Accomplishments:
-Designed, implemented, and communicated local operating vision that aligned Muskingum Valley objectives with overall corporate direction. This vision helped to unify workforce that was having difficulty understanding and executing corporate plans.
-Championed change by bringing an unprecedented focus on operating budgets and performance metrics. Continuous improvement efforts led to overtime cost decrease of 21%, improvement in 7 out of 10 performance metrics, and an overall operations and maintenance cost decrease of 8%
Manager, Budgets and Operations Analysis, Operations Department 2000 - 2001
Columbia Gas of Ohio, Columbus, OH
Directed development of initial and ongoing operations and maintenance budgets for reorganized Columbia Gas of Ohio (COH) Operations group. Reorganization included 25% workforce reduction and savings in excess of $15 million annually. Provided training, guidance, system tools, and monthly variance feedback to 25 sponsors managing in excess of $100 million.
Financial Analyst, Finance Department 1996 - 2000
Columbia Gas of Ohio, Columbus, OH
Provided support to senior management in the areas of strategic and financial planning. Served on design and implementation of Commitment to Excellence initiative. This project involved 25% workforce reduction while maintaining customer service levels, employee satisfaction, and financial targets. Provided financial management direction and guidance to Leveraging Procurement Initiative Engineering & Construction Services Team. Coordinated annual budget review process.
Planning Analyst, Gas Supply Department 1993 - 1996
Columbia Gas Distribution Companies, Columbus, OH
Cost Analysis Officer 1990 - 1993
United States Air Force Electronic Systems Center, Hanscom Air Force Base, MA
Contact this candidate