Manager Project

David J Taylor

**** **** ********** ******, ****** Arrow, OK 74012

E Mail ******@*****.***

Phone: 918-***-****/918-***-**** cell

Summary

Solid experience working with: budgets, forecasting, key performance center

metrics and analytics .

Technical skills: Excel, Microsoft Office suite, CRS, FACS,

Access, WinDebt, and Latitude software. Help ensure that employee training is

effectively conducted for all positions. Lead Collection Teams and Divisions of

15-150 Collectors Maintained an active role in integrating talent management and

extending job offers to top applicants. Organized and conducted off site job fairs for

corporate hiring needs.

Created a positive work environment.

Certified in the behavioral interviewing process.

CBS Call Model SME trained with HSBC for North America and International Assignments, UK

2008 Relationship/Project Manager 2008 Financial Guidance Team, (Collections

Escalation Unit) Southend-On-Sea, United Kingdom assessing the quality and

effectiveness of external debt management agencies. Managed: Collections department in Southend-On-Sea through integration completion. Six month work visa.

Experience

Collection Floor Manager July 2014-May 2016

National Credit Adjusters Hutchinson, Kansas

Lead a Team of Collectors in pre-legal and backend portfolios while

maintaining a 98.1% performance in achieving goals for 22 month period.

Coached and Developed Collectors for next assignments. Conduct Performance reviews.

Created a Positive Work Environment with contests and incentives.

Member Compliance Review Board for CFPB and legal inquiries.

Interviewed high potential applicants for employment and extended job offers.

Division Manager Dec 2010-Dec 2013

NCO Financial Systems Tulsa, Oklahoma

Experienced: Bank Cards, Student Loans, DDA, and retail.

Reviewed applications for employment, interviewing, and

hiring new employees.

Increased liquidation rates of all clients including setting, tracking, and

attaining goals.

Improved client performance portfolios for: Barclay's, Citibank, Chase,

and Bank of America.

Improved market share with Bank of America from 4% to 42% by implementing

KPI's to target consumers contact numbers more effectively.

Improved Barclay's market share in a competitive market from 33% to 90%

utilizing same KPI's as addressed above.

Developed risk control strategies that were implemented to minimize our

losses, increase profitability while providing the best service and customer

satisfaction to our client base.

Created and implemented training materials to insure dominant site

competition in regard to collection performance and service.

Designed activities to attract, develop, and retain a diverse work team.

Managed 95 Collectors in Division- Final interview for all prospective

applicants.Conducted performance reviews and collector improvement plans.

Call Center Operations Unit Manager Jan 2006-Sep 2010

HSBC Tulsa, Oklahoma

Improved the leadership, coaching, and management of up to forty five employees.

Mentored underachieving unit managers through the use of a more effective

performance matrix.

Ensured positive customer experience through call monitoring and listening

sessions using Witness and Verint systems.

Analyzed and communicate performance trending.

Established monthly performance goals to exceed revenue goal expectations.

Maintained appropriate staffing levels by use of 20/70/10 employee

effectiveness and managing attrition by promoting employee engagement and limiting employee turnover.

Led top performing teams in a variety of bank owned sub-prime and near

prime portfolios.

Professional of the month: Call Center Operations, Tulsa, OK 2009.Five times.

General Manager Jan 1999-Jan 2005

NCO Financial Systems Tulsa, Oklahoma

Hired as Collector in transfer from Commercial Financial Systems to Jul 1999

service 2.7 million securitized credit card accounts.

Supervisor with responsibility for 20 collectors. Sep 1999

Operations Manager with hiring responsibilities and overseeing Feb 2000

office of 200 collectors and 10 administrators.

General Manager with responsibility for 230 FTE. Apr 2004

Education

Business Economics

University of Tulsa Tulsa, Oklahoma

Bishop Kelley High School Tulsa, Oklahoma

Associate of Science: Business Economics

Northeastern Oklahoma A&M College Miami, OK

Community Service

Lymphoma and Leukemia Volunteer North Texas.

Vice President Shiloh HOA Broken Arrow Oklahoma 2014-

Awards

Dean's Honor Roll- Northeastern Oklahoma A&M

President's honor Roll- Northeastern Oklahoma A&M

Professional of the Month five times- 2009. Three times 2010- HSBC Tulsa

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