Manager Management
Resume:
Francois LaFate
** ****** *****, *** ******, De *9720
Education: Delaware State University, Bachelor of Science in Accounting
Licenses: Series 6, 63
Experience: Vanguard, Participant Services Institution Department
December 2007 -(Department Manager)
August 2015
-Supervised 10-15 Managers and 100 plus employees in a call center environment
- Provide strong leadership, guidance and direction to the management team
- Developedand implemented new strategies to increase client retention
- Developed policy and procedures for executives and flagship clients
- Ensure the staff is in adherence to Vanguard’s policy and procedures
- Conducted quality audits to insure productive decisions
- Set and attain challenging goals based on trends and past performance results
- Analyzed marketing strategies in the financialindustry
- Developed and implemented new products and services based on industry trends
- Lead high level projects and provide presentations to the management team across sites
Experience: Discover Card Services, New Accounts Lending Partners
May 2005 – (Eastern Region Director)
June 2007
- Established relationship with other banks to issue cards on the Discover Network
- Ensuring a successful partnership with HSBC and exceeding expectations
- Developed and implemented systems, scripts and incentive for project launch
- 2006 actual gross revenue 40 million, 2007 projected 70-80 million dollars
- 2007 YTD brokered 300,000 plus accounts for HSBC @ 80% conversion
- Provided supervision for 8-10 managers and staffing in excess of 150 employees
- Maintained reporting to insure accomplishment of strategic goals
- Tracked and measurement P&L expenses for cost control
- Implemented cost efficient solutions to improve product and services
- Developed and implemented motional incentive for managers and staff
- Provided ongoing coaching and guidance to the management Team
- Best Department recognition in 2006 and 2007 for outstanding achievements
Experience: Discover Card Services, New Accounts Welcome & Acquisition
Jan 2003 – (Eastern Region Director)
May 2005
- Developed and implemented systems, scripts and incentive for project launch
- Developed and implemented new strategies to increase card activation and usage
- Established Inbound & Outbound staffing to provide world class customer satisfaction
- Established customized card design for targeted locations (NY, CA, Chicago, Florida)
- Increased customer’s debit activity by 50-60% in all application channels
- Increased card usage from $1800 to $5000 plus avg. customer balance
- Provided supervision for 10 managers and staffing in excess of 150 employees
- Maintained reporting to insure accomplishment of strategic goals
- Tracked and measurement P&L expenses for cost control
- Provided Executive Management with quarterly updates on accomplishments to plan
- Best Department recognition for 2005 outstanding achievements
Experience: Discover Card Services, New Accounts Credit Department
Jan 1998 (Area Manager)
Jan 2003 Area: Analyzation, Investigation, Application Review, Pre approved
Promotional Enrollment
- Supervise 8 managers and non-exempt staff in excess of one hundred employees
- Developed performance measures and established goals for department
- Communicate forecast plan and performance results to Executive Staff
- Coordinate and assist special projects for the AGM
- Track and measure P&L expenses monthly, report defects related to overcharges
- Evaluate problem areas and implement cost efficient solutions
- Provide direction and guidance to management team
Experience: Discover Card Services, New Accounts Credit Department
Oct 1996 (Area Manager)
Dec 1998 Area: Telemarketing, Data Entry, Customer Disputes, and Mail Support
- Developed and implemented systems, scripts and training for project launch
- Supervised six managers and one hundred non exempt staff
- Developed performance measures and goals for the department
- Evaluated problem areas and implemented cost efficient solutions
- Providing ongoing direction and guidance to management team regarding plan results
- Exceeded plan goal $40 million dollars in balance transfers (manual process)
- Provided quarterly updates to Executive officers and AGM
Experience: Discover Card Services, New Accounts Credit Department
Jan 1995 (Manager)
Oct 1996 Area: Private Issue Card Department
- Supervised Twenty employees in a call center environment
- Conducted quality audits to insure productive decisions
- Developed and tracked performance measurements
- Developed policy and procedures for this elite gold card
- Analyzed marketing strategies in the banking industry
- Developed and implemented new products and services
- Provided compliance testing to the staff
- Analyzed account performance to charge off results
- Analyzed employees credit decisions compared to point scoring model
Experience: Discover Card Services, Credit and Collection Department
Sept 1986 (Credit/Collection Manager)
Jan 1995 Area: Auto-Dial & Phone Bank, 60 day accounts thru charge off level
- Supervised twenty employees
- Responsible for all levels of delinquent accounts
- Motivated employees to achieve high standards through monthly contest
- Provided one on one coaching and development
- Conducted listening and training sessions
- Provided counseling for attendance, corrective behavior, performance
- Implemented motivational contests
- Assessed and implemented recommendations for process improvements
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