Manager Customer Service

Michael D. Reeser

*** ******* ** ● Warminster, PA, 18974

215-***-**** ● ************@*****.***

OPERATIONS/CALL CENTER/COLLECTIONS MANAGER

Business savvy finance professional with a record of achievement in collections management. Well-versed in banking and lending, loans, and credit reports. Analyzes operations to optimize workflow, improve processes, and enhance performance. Proven leader who hires and trains staff members to meet organizational goals. Diversely experienced across the industry, with a strong desire to continually learn and grow.

KEY STRENGTHS

Portfolio Management ● Work Flow Optimization ● Hiring ● Employee Training ● Problem Solving ● Coaching

Excel Reporting ● Process Improvement ● Client Relationship Building ● Staff Development ● Strategic Planning ● Performance Tracking ● Networking ● Employee Discipline ● Collections ● Regulations Compliance

EXPERIENCE

Progressive Financial Services - Eddystone, PA 11/10-Present

Director of Operations – United States Department of Education Project

Manage a portfolio of over $800M in inventory and a team of admins,collectors, managers, and training staff ranging from 70 to 90 full time employees. Oversaw and implemented process’ including interviewing, hiring, and training new representatives. Create daily, weekly, and monthly coaching sessions for each team member to optimize performance. Optimize procedures by designing dialer strategies and creating work queue logic. Created commission structures. Draft and maintain excel reports for liquidation, attendance tracking, and RPC reporting.

Law Firm of Bronson and Migliaccio- Horsham,PA (3/08-11/10)

Branch Manager- Collect America

Managed an office of 40-50 employees. Oversaw hiring, training, compliance, and daily collections. Game planed for multiple clients. Assisted with account closing. Set performance goals. Performed client specific audits and reporting. . Communicated with clients on daily basis.

NCO Financial- Horsham, PA (1/02-3/08)

Collections Manager – United States Department of Education

Managed a team of 10 to 20 reps. Coached and trained collectors by listening to recordings and live calls, and by second voicing calls when needed. Monitored team discipline to support attendance, work quality, and phone utilization. Consistently top Collection Manager on the project.

EDUCATION

Bachelor’s degree, Business Management, Philadelphia University, 2001

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