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Call Center and Collections Operations Manager

Abington, Pennsylvania, United States
October 30, 2016

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**** ******** ******

Abington, PA 19001



Seasoned Operations Manager with more than 19 years’ experience in a call center environment overseeing the daily responsibilities in customer service, collections, client relations, and marketing. Known for building, training and motivating high-performing teams to provide superior results. Exceptionally hands-on and demonstrates the ability to understand and adjust to changing priorities, circumstances, and personal styles. Seeking a role to formulate strategies, recovery models, and tracking programs to deliver profitable growth.


THE LAW OFFICE F FREDERIC I. WEINBERG & ASSOC. Conshohocken, PA March 2013 to Present

Collections Manager/ Client Relations

Oversee daily operations in the Accounts Receivable call center, managing real time work volumes and providing assistance to customers, clients and staff; responsible for revitalizing a mature firm by revamping business strategies and instilling a new creative culture and collection approach; stay up to date on all client, company and industry policies, perform training classes on these policies and deliver remediation surrounding compliance infractions; manage the integrity of the collections process by assisting with daily scheduling for call volumes and adherence to client/company service level agreements; meet with direct reports for performance metrics review and professional development; administered staffing, training, and management of collectors; motivate employees to reach department goals and objectives; review staff call recordings for ongoing FDCPA and state law training as well as evaluate compliance and collection proficiency; delivering client performance reviews and forecasts; develop performance reports to determine the effectiveness of current strategies; identify claims to prepare for suit, judgments, and applicable garnishments; extensive knowledge of PA and NJ state collection laws; responsible for firm’s compliance requirements including call monitoring and review, training, remediation and client deliverables.

Led 3-year record of double-digit increases with 20+% growth in both 2014 and 2015.

Drove a strategy for clients that produced revenue growth from 32% to 328% in 90 days.

Established advanced KPIs that supplied a dashboard of historical data and accurate projections.

Introduced the firm to a unique letter campaign that generated a 6% liquidation increase within 60 days of execution.

CENTURION IV, LLC Bensalem, PA August 2013 to September 2016


Founding partner and managing member responsible for all day to day tasks including operational strategies, client relations, audits, business development, compliance and collections; deliver innovative and successful collections services to leading companies nationwide by working closely with clients to understand their specific challenges; analyze data and revise work strategies to create customized solutions to improve rate of recoveries.

Co-authored the company business plan and policies and procedures.

Manage compliance and internal audits for CFPB (Consumer Financial Protection Bureau) oversight.

Lead operations and strategic direction with full responsibility for loss prevention, including long range planning and budgeting, daily production management, technology investment, and outsourcing initiatives.

TATE & KIRLIN, ASSOC, Philadelphia, PA August 2000 to February 28, 2013

Site Operations Manager/ Senior Collections Manager/ Client Relations

Executive level position working closely with the CEO, Vice President, and CFO. Primary duties include: Manage up to 60 collectors and administrative personnel; handle all employee relations including hiring, facilitating group and individual meetings with team members, and delivering monthly performance reviews; train new employees; assign work to collections team and manage work queues for effective employee performance; perform auditing processes that include call monitoring and reviews, review collector activity reports, perform open audits on individual file inventory; report and discuss all forecasts with clients as well as evaluate performances; review batch tracks and scorecards for efficient work strategies; create and execute performance strategies; inspire extraordinary performance in others.

Lead portfolios for major clients nationwide ranging in all spectrums of the credit and collection industry.

Increased profitability by 40% within 90 days of taking over site.

Awarded within the company for maintaining the top performing site of their 3 offices.

Developed and managed a default mortgage call team of more than 30 collectors (portfolio with Washington Mutual/Chase). Responsibilities included: designing and implementing daily work-flow strategies, negotiating short sale of properties, completing client audit deliverables, executing internal audits of the inventory for effectiveness, and weekly and monthly forecasts.

Developed a unique payment plan process that increased residual monthly revenue by nearly 40%.

Demonstrate workforce diversity, team building, and group leadership.

National Account Manager, Sales and Marketing (Tate & Kirlin, Assoc.)

Signed and serviced numerous clients in the banking and investment industry. Primary duties include: Seeking out potential customers, establishing and maintaining client relationships; attended national trade shows and responsible for selling Tate & Kirlin’s various services.

Reputation within the industry for building lasting rapports with clients and future clients that includes a deep understanding of their needs and expectations while assuring client satisfaction.

Designed booths, brochures and other marketing materials for local and national trade shows; generated multiple leads by giving publicity to our products and catching the attention of attendees.

Team Manager, Collections Department (Tate & Kirlin, Assoc.)

Primary duties include: Managed up to 20 collectors; responsible for auditing, training, and crucial end-of-month performance deadlines for various clients.

Notable for constructing the top agency team for Target National Bank and Nuvell Financial.

Debt Counselor (Tate & Kirlin, Assoc.)

Primary duties include: Collections on all stages of delinquency for credit cards, installment loans, and auto deficiency loans.

Average liquidations: 8% Prime; 5.5% Seconds; 3% Tertiary

PENNCRO ASSOCIATES INC., Southampton, PA 1998 to 2000

Debt Counselor

Primary duties include: Collections on all stages of delinquency for credit cards, installment loans, and auto deficiency loans.


Villanova University, Radnor Township, PA

Certified Six Sigma Green Belt, 2012

CHI Institute, Southampton, PA

Associate of Applied Science in Graphic Design, 2003

Bucks County Community College, Newtown, PA

Associate of Applied Science in Business Management, 2001

Pennsylvania State University, Abington, PA

Studied Business Management


Proficient in Microsoft Outlook, Word, PowerPoint, and Excel; Adobe Photoshop and Illustrator; Quark Xpress; CBC Intelius; Accurint (LexisNexis); TLOxp Skip Tracing Software; Columbia Ultimate Business Systems (CUBS); Commercial Legal Software (CLS); Global Connect Predictive Dialer; LiveVox Predictive Dialer; Black Knight Director; Avaya Contact Center Manager; Sharepoint; ADP; Aspect Workforce Manager.


Co-founded a mastermind group of business professionals that focuses on self-improvement; meets monthly to discuss personal and career goals, express entrepreneurial ideas, raise funds/volunteer for various charities, and motivate and inspire one another to grow in business and as humanitarians.

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