Customer Service Financial

SHAWN M. FARRIS

314-***-**** www.linkedin.com/in/shawn-m-farris ************@*******.***

STRATEGIC OPERATIONS LEADER SKILLED IN BUSINESS TRANSFORMATIONS FOCUSED ON ACCELERATING REVENUE GROWTH WHILE DRIVING OPERATIONAL EFFICIENCIES. SPECIALIZING IN THE AREAS OF DEBT COLLECTION AND CASH FLOW MANAGEMENT FOR CLIENTS IN THE HEALTHCARE, UTILITIES AND FINANCIAL INDUSTRIES. PASSIONATE ABOUT PRODUCING SUSTAINABLE SOLUTIONS WHILE EMPOWERING TEAMS TO DELIVER RESULTS.

AREAS OF EXPERTISE

Cash Flow Management Performance Metrics Financial Management People/Team Development Turnaround Plans Client Solutions Systematic Processes Strategy Development PROFESSIONAL CAREER EXPERIENCE

Aargon Agency Inc. December 2017 to Present

National first and third party debt collections firm utilizing customized and proprietary technology to expedite profitable recovery for clients

Chief Operating Officer /Transformation Leader– Las Vegas, Nevada / St. Louis, Missouri Restructured operations to improve financial drivers and performance metrics to deliver accelerated business growth

Improved the overall financial health of the company in the form of bottom line profitability and overall EBITDA growth by developing and implementing turnaround plans to drive positive collection performance for declining client portfolios

Developed and implemented modern consumer communication technologies which improved performance and decreased costs. (chatbot, texting, emailing, secure payment portal) Decreased overall corporate labor costs by 25% with no reduction in FTE count, redesigned incentive programs to be in line with corporate and client needs Drove operational efficiencies by streamlining the financial reporting system and establishing KPIs Restructured national operating model with multi-site management Implemented new accounting process which included budgeting, forecasting and financial reporting to shareholders and executive team (inclusive of P/L and Balance Sheet management) Implemented and oversaw PPMS (Professional Practice Management System) program, based on ISO 9001/02 and SSAE16 standards to create system efficiency, improve communication, and reduce errors CACi 2001 to 2017

A first and third-party debt collection agency specializing in service excellence, technology, and innovative performance metrics to drive results

Co-Owner / CFO – St. Louis, Missouri

Drove all key financial drivers and performance metrics to deliver client solutions and accelerated business growth Led multiple departments including all back-office support and the overall financial management of the company, which included P&L Management, cash flow management, forecasting, and annual budgeting process

Managed tax and reporting needs through an external CPA firm; managed a daily treasury portfolio of $25 to

$30 million

Cultivated and strengthened client relationships by delivering measurable and sustainable results Doubled revenue year over year by developing and executing a marketing/sales strategy to focus on growing top line revenue

Implemented S.W.A.T. (Strategic Workforce Analysis Team) to assess client needs and identify process improvement opportunities

Developed training and employee development programs to create and retain successful collectors based on client needs

Led and directed the IT function to ensure that IT structure was current with technology demands and needs of clients with a focus on custom program development, solutions to network administration needs & implementation, and minimal downtime

Owned RFP process, client relations, contract negotiations, client on-boarding through go live, and audit SLA/KPI performance

Implemented and oversaw PPMS (Professional Practice Management System) program, based on ISO 9001/02 and SAS70 standards to create system efficiency, improve communication, and reduce errors Created and implemented new compensation plan which took payroll cost from 62% to 57%, which was a savings of ~$500k

Worked closely with health insurance broker to create a 7-year strategy to stabilize health insurance costs while improving coverage to more traditional PPO, and growing employee participation Clark Transportation, Inc. 1997 to 2001

A flatbed trucking company and accompanying freight brokerage firm serving Missouri to the East Coast Chief Operating Officer – Granite City, Illinois

Oversaw every aspect of operations with a primary focus on revenue generation. Managed all operational, financial, and customer service initiatives; successfully sold and transitioned company to new ownership

Drove revenue growth by increasing the overall client portfolio and company bandwidth through addition of 70 flatbeds in less than three years

AFNI 1991 to 1996

A provider of collections and business operations support to companies in telecommunication, satellite/cable, healthcare, and insurance industries

Director of Recovery Operations – Bloomington, Illinois Established sustainable systematic processes and performance metrics to improve cash flow and operational efficiencies

Developed and implemented collector performance review process to drive down inefficiency costs with a team of 7 Supervisors and 100+ collectors; grew top line revenue 25% y-o-y by establishing a metric-based processing cadence for collectors tied to rewards

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