James Boone

Phoenix, AZ *****

ad4rc4@r.postjobfree.com

+1-480-***-****

To obtain a position with a results oriented company that seeks an ambitious and career conscious person with exceptional management experience, superior project management skills, above average team building abilities, and thorough knowledge of contact center processes and procedures Work Experience

Director of Customer Care

OneMain Financial - Tempe, AZ

November 2021 to Present

Oversee the day to day operation of customer contact center Management of all contact center staff

Establish, measure and monitor all company KPIs

Develop operational strategy and policies

Managing department budget

Coordinate and manage third party vendor relationships Plan training and professional development courses Call Center Manager

PSI Services LLC

October 2014 to November 2021

Responsibilities

Responsibilities

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

Customer Service Manager

Avesis

December 2012 to October 2014

Responsible for the day to day operation of the customer service center. Establishes the processes and procedures to ensure quality service for providers as well as the customers. Establishes KPIs and monitors those KPIs. Holds one on one meetings with direct reports. Works to find areas of opportunity in both technology and process to improve the performance of the customer service center Collection Manager

Associated Creditors Exchange

September 2008 to December 2012

Employee of the Year 2010

* Managed, coached, and developed teams of 7-32

* Audited delinquent accounts to ensure all appropriate action was taken

* Consumer and business credit card products

* Worked both early and late stage projects

* Point of contact for escalated issues

* Report delinquency percentages for group and individual performances

* Conducted performance reviews

* Oversee projects to improve department and individual collector results

* Participated in weekly calls with the client to provide current productivity and forecasting Collection Manager

Nationwide Credit Inc

September 2007 to September 2008

Manage and train team of 10-15 collectors

* Managed negotiation of repayment of past due credit card accounts

* Track individual, team, and company collection goals & report delinquency percentages

* Monitor FDCPA compliance and train in proper skip tracing techniques

* Oversee collection activity and customer interactions

* Audit files to ensure all collection procedures are performed

* Perform performance reviews and coach to improve individual results

* Report productivity results and forecast future expectations Collection Manager

Primary Financial Services

December 2005 to August 2007

Manage and develop team of 10-15 collectors

* Train employees in proper collection and skiptracing techniques

* Managed negotiation of repayment of past due credit cards

* Track individual, team, and company collection goals

* Monitor FDCPA compliance and customer interactions

* Point of contact for escalated situations

* Oversee collection actions and ensure all available opportunities are exhausted Education

Bachelor's

Skills

• Time management

• Communication skills

• Analysis skills

• Microsoft Powerpoint

• Microsoft Office

• Organizational skills

Certifications and Licenses

Driver's license

Assessments

Management & leadership skills: Impact & influence — Proficient September 2021

Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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