MARK COX

**** *********** ****. *******, ** ***25 · 901-***-****

ad0op2@r.postjobfree.com · www.linkedin.com/in/mark-cox-6120328/

OBJECTIVE

To obtain a management position where I can utilize my skills in leadership, training, and development in order to accomplish goals and exceed company expectations. Experience leader in financial development setting, with the ability to problem solve through communication and organization.

EXPERIENCE

04/2015- 02/2023

OPERATIONS MANAGER

aMERICAN FINANICAL, MEMPHIS, TN

Ensure proper succession planning, implement reviews on collections performance, develop and implement strategic collections operating plans and optimize program operations (structure, processes, and tools).

Plan, assign and supervise daily activities including hiring, termination, performance evaluations, training and workplace problem resolution and compliance to department/company/state/federal policies, procedures, and operating standards.

Managed all collection aspects for $832 million in the accounts receivable portfolio. (7 supervisors, 7 collection teams, 30–60-day recovery team and 85 employees)

Facilitate the rapid development and implementation of key company initiatives through collaborative efforts with all levels of management and departments.

Review and approve all key service/performance metrics, staffing models, financials, productivity, scorecards, incentives, and customer/employee satisfaction measures.

Key decision maker for fiscal Department Operating Projects and Standard Operating Process initiatives.

Lead Collections team and processes for portfolios resulting in the optimal receivables performance through day-to-day leadership.

Lead the successful completion of projects by creating key milestones, tasks, assigning drivers responsible for implementation and measuring results against established goals and industry benchmarks.

03/2000-04/2015

COLLECTIONS/ PORTFOLIO MANAGER

REGIONAL ADJUSTMENT BUREAU, CORDOVA, TN

Managed all collection aspects for $600M+ accounts receivable portfolio within a blended call center environment across two collection sites.

Manage department of 150+ with direct responsibility for all P&L.

Lead Collections team and processes for portfolios resulting in the optimal receivables performance through day-to-day leadership and direction to Collection Leaders and review and analysis of all departments KPI.

Ensure proper succession planning, implement reviews on collections performance, develop and implement strategic collections operating plans and optimize program operations (structure, processes, and tools).

Key decision maker for fiscal Department Operating Projects and Standard Operating Process initiatives.

Manage collection processes and new initiatives to ensure adherence to established guidelines in improving roll rates, overall liquidation, and effectiveness in maximizing return and mitigating risk.

Plan, assign and supervise daily activities including hiring, termination, performance evaluations, training and workplace problem resolution and compliance to department/company/state/federal policies, procedures, and operating standards.

Facilitate the rapid development and implementation of key company initiatives through collaborative efforts with all levels of management and departments.

Review and approve all key service/performance metrics, staffing models, financials, productivity, scorecards, incentives, and customer/employee satisfaction measures.

Lead the successful completion of projects by creating key milestones, tasks, assigning drivers responsible for implementation and measuring results against established goals and industry benchmarks.

Assist in credit granting decision making on new and re-aged accounts receivables.

Managed and led training courses for incoming new hires. Conducted testing on FDCPA, HIPAA, TCPA & FCRA and CFPB Compliance.

01/1993-11/1999

COURIER/DELIVERY DRIVER

FEDERAL EXPRESS, AUSTIN, TX

Provided an efficient pick-up and delivery service.

Responsible for scheduling routes and executing delivery.

Supported customers on any issues regarding features of services.

Followed compliance with all operational, security and safety policies, procedures, and processes with the objective of meeting service commitments and maximizing customer satisfaction.

Provided weekend management support for the Sorting Department

EDUCATION

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT AND ADMINISTRATION, UNIVERSITY OF WEST ALABAMA

SPOTLIGHT OF LEADERSHIP EXPERIENCES

Managed staff of 80+ associates for third-party collection efforts for Capital One, CitiFinancial, Fifth Third Bank, Bank of America, HSBC, and Department of Education.

Managed all collection aspects for $832 million in the accounts receivable portfolio. (7 supervisors, 7 collection teams, 30–60-day recovery team and 85 employees)

Managed over of $350M in placements/month and over $550K in fee/month.

Developed and trained Section Managers to ensure excellent service to clients through exceeding portfolio performance goals, deliverable expectations, and client servicing needs.

Provided guidance and strategic planning for inventory management with respect to portfolio profitability, collections techniques and proactively working to remain top client vendor.

Monitored and reviewed work of Section Managers, Team Leads and Collectors to ensure it was within company and legal policy.

Reviewed and analyzed overall client performance, monitored work plans and adjusted staffing levels and strategies as necessary to ensure profitability, ROI, and competitiveness of organization.

Reference upon request.

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