Customer Service Management

Brian Kay

*** **** **** ******, #*, New York, NY 10028 P: 917-***-**** E: ************@*****.***

Summary

People oriented management professional with diverse experience in the real estate, debt collection and financial services industries. Skilled and knowledgeable with all aspects of team building, talent development, human resources, operations management and client relations.

New Business Development

Team Leadership

Organizational Development

Training & Development

Operations Management

Competitive and Market Analysis

Performance Management

Policy Implementation

Training Material Development

Professional Experience

The Corcoran Group, New York, NY September 2012 – Present

Real Estate Broker

Manage all aspects of residential real estate transactions for a $3M Portfolio including the sale and rental of coop’s and condominiums valued between $500K and $2M

Attended tradeshows and open houses to develop a client network, producing 80% of all new business development through referrals

Analyze real estate trends, comparable properties and industry forecasts to provide clients with market insights and guide them through the purchasing process

Collaborate with the listings department to list various properties on digital platforms and print advertising including avenues such as Trulia, MLS and the N.Y. Times

K2 Acquisitions, LLC, New York, NY September 2003 – September 2012

Managing Partner

Developed and implemented all operations, organizational design, sales and human resources process guidelines for a financial entity focused on the acquisition and outsourcing of credit card portfolios

Attended bids at various banking institutions to secure structured credit card debt portfolios, securing a total portfolio volume of approximately $50M

Hired, trained and supervised all support staff including as many as 70 offshore call center operators and collectors to manage portfolio collections strategies

Generated process guidelines and training materials for employees on topics including cost-effective calling and letter campaigns to optimize liquidation

Created detailed scripts for the collections team to utilize during interactions with clients

Analyzed debt in order to create a risk assessment profile for different debt purchases to ensure maximum profit margins achieved

MKM Acquisitions, LLC, New York, NY January 1997 – September 2003

Managing Partner

Managed the business strategy for an organization with a $100M credit card debt collection and home sales portfolio from suit initiation to settlement and/or garnishment and wage attachment

Implemented a development program that included operations manuals, customer service guidelines and systems training materials for a staff of as many as 70 employees

Hired, trained and supervised all support staff including call center operators, collectors and attorneys to manage portfolios

Oversaw all performance management activities for the employee population, including goal setting, performance reviews and feedback sessions

Developed an employee outsourcing structure that led to a labor cost savings of over $1M

Education

The American University, Washington DC

MS in Industrial Psychology

BS in Judicial Administration

Technical Skills

Microsoft Office; Word, Excel, Power Point and Publisher

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