Customer Service Manager

DAVID L. RANSOM

acxmbp@r.postjobfree.com

Home 719-***-****

Cell 405-***-****

CALL CENTER MANAGEMENT

Made a career in call center operations, collections, customer service, reporting, budgeting and loss prevention. Excellent analytical, negotiation, financial strategy, client relationship management skills. PC proficiency with Microsoft Office, specialized financial analysis/reporting software, telephony and account servicing metrics.

PROFESSIONAL EXPERIENCE

Caliber Home Loans

Vericrest Financial, Inc.

The CIT Group, Sales Financing, Inc.

Joined The CIT Group, Sales Financing, Inc. which is a full service lender with division specializing in small business and consumer lending in 1985 as a Consumer Service Representative. Held positions of increasing responsibility specializing in account servicing and operations. The changes in corporate names are a result of M&A in 2009 and again in 2011.

On Sabbatical 2014 to Present

Vice President Contact Strategy 2011 to 2014

Developed strategies based on servicing and audit requirements to improve customer interaction whether digital, telephonic, written or face to face.

●Continually investigating optimal departmental staffing levels and hours of operation for ever changing portfolios

●Provided strategic performance feedback to department heads as well as senior management

●Promoted interdepartmental cooperation for seamless adjustments in workflow levels

●Deep dive analysis for root causes in calling spikes and developed plans of action to eliminate future similar events

●Executed departmental budget and developed automated audit review at loan level for expense control

●Audited servicing requirement thresholds

Vice President Portfolio Manager 2001 to 2011

Directed call center operations for owned and third party servicing, collections, loss recovery and customer relationships for a portfolio exceeding 200,000 active accounts.

●Developed and executed departmental budget

●Hired, trained, motivated and managed a staff ranging from 20 to 110 employees

●Strategically aligned staff and workflow to meet delinquency, loss level, and customer service targets

●Identified and implemented servicing income opportunities for increased profitability

●Evaluated portfolio trends and developed strategies to address changes in market volatility

●Created an all in one report which outlined portfolio: performance, profitability, staffing requirements, forcast

●Direct point of contact for: serviced clients, internal and external audit groups

Assistant Vice President Collections 1998 to 2001

Consistently attained desired delinquency and loss levels while maintaining budget. Managed planning, staffing and daily operations for the collections group.

●Developed and implemented operational plans on a monthly/quarterly basis

●Responsible for the development of front line managers as well as staff level employees

●Motivate staff and promote positive professional work environment

●Designed reports which displayed portfolio performance and future trends

M.I.S Team Leader 1995 to 1998

●Created and updated computer programs to provide value added information to senior management for analysis and strategic planning

●Developed delinquency, repossession, loss, and volume reports for historical performance and projected analysis

●Sought out the reporting needs of call center managers to assist in them in attaining desired goals

Collections Manager 1988 to 1995

●Planned and implemented collection strategies to obtain desired levels of delinquency and loss

●Managed a staff of 20 call center employees responsible for: Business Equipment, Home Equity, Mobile Home, Marine, and RV portfolios

●Managed the implementation of two automated dialing systems.

EDUCATION BA, Sociology, Minor in Economics, Louisiana State University, Baton Rouge, LA (1980)

References Available on Request

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