Digital Marketing Manager

Christopher R. Starkey

Raleigh, NC. / 623-***-**** / *********@*****.*** / www.linkedin.com/in/chrisstarkey Director of Collections

Purpose driven, hands-on, customer focused Senior Collections Manager with a depth of experience in heavily matrixed, consumer and commercial collections supporting FinTech, Credit Card, and Telecom. Deep experience at building cohesive, engaged, diverse, high performance teams. Comprehensive understanding of the collections eco-system.

Core Competencies

• B2B and B2C Collections • Employee Engagement • Change Management

• Strategy and Execution • Customer Experience • Analytics / KPIs / SLAs

• Risk Management • Teacher Coach Mentor • Regulatory Compliance

Demonstrated Achievements

• Directed heavily matrixed, high volume IB/OB Commercial and Consumer collections operations.

• Designed and implemented B2B / B2C customer engagement call model across multiple sites improving productivity by 96%, call quality by 78%, reduced cost per dollar collected 55%.

• Deployed B2B digital collection strategy increasing RPCs 60% with a 90% cure rate.

• Oversaw Pre-IPO transformation of collections operation center setting policy, validating work processes, built compliance auditing, Quality Assurance, Training, and back office processes.

• Key leader in the opening of a new operation center accountable for customer engagement, training, coaching and development, recruiting, on-boarding, and compliance auditing.

• Increased results over 140% by changing KPIs, improving BTAP strategy, implementing new letter strategy, and by teaching, coaching and mentoring collections call model.

• Oversaw third party collection agencies and contracts lifting performance 15% within 60 days.

• Championed real-time collections strategy generating $223M globally.

Executive Experience

Information Energy Services Inc. San Diego, CA (remote) 2020-Present Director of Collections

• Responsible for government and military commercial receivables and client propensity to pay.

• Accountable for vendor relationships and file placements.

• Provide guidance on call handling, compliance, and client engagement.

Private Equity Investment, Raleigh, NC. 2015-Present Co-Founder and Partner

• Launched a real estate construction and renovation company after my family was poisoned by carbon monoxide.

• Leveraged data to secure projects resulting in an average profit margin of 32%, under tight deadlines.

• Oversaw construction projects, contractors, inspections, permitting, site safety, and materials.

Lending Club (Nasdaq: LC); San Francisco, CA. 2013-2014 Head of Collections

• Oversaw the Collections contact center operations during a hyper-growth, Pre-IPO period.

• Established KPIs, set performance goals, implemented BTAP collection strategy, implemented monthlies, performance reviews, coaching and development, and commission plan.

• Collaborated with cross-functional teams to validate, document, and standardize all work processes.

• Implemented customer engagement call model lifting performance over 140% within 30 days.

• Oversaw third party collection agencies, renegotiated contracts, SLAs, and placement criteria.

• Streamlined back office processes: bankruptcies, customer contact, complaints, payment programs.

Time Warner Cable (NYSE: TWC), Raleigh, NC. 2012-2013 Collections Department Manager

• Directed the day to day for a high volume inbound/outbound B2C / B2B department.

• Implemented comprehensive empathetic, customer-oriented call model across multi-site operation setting M-O-M performance records: Dollars increased 96%, $/HR improved from $734 to $1066,

$/FTE grew from $74K to $115K, wrap-time decreased 45%, talk-time by 34%, customer saves increased by 42%.

• Key team member in the opening of a new operation center accountable for customer engagement, training, coaching and development, recruiting, on-boarding, and compliance auditing.

• Developed and nurtured third party vendor relationships, contracts, and SLAs.

American Express, (NYSE: AXP), Phoenix, Az 2009-20112 Collection Manager, Business Analyst; Global Credit Administration

• Directed B2B and B2C high volume loss mitigation groups, portfolios, and analytics.

• Improved operations performance from bottom 5% to top 10% globally by implementing coaching and development plans, and by creating a highly engaged culture.

• Developed digital collection strategy, increased right party contacts 60% with a 90% file cure rate.

• Championed a real-time collections strategy generating $223M globally.

Dash n Dine LLC (DashnDineOnline.com), Anthem, Az 2006-2009 Co-Founder and Partner

• Created and oversaw digital marketing campaigns offering an array of services, news updates, monthly menu changes, and deals.

• Lead e-commerce site creation, creative look and feel, monetary processing, merchant setup, inventory management software and functionality.

Discover Financial Services, (NYSE: DFS), Phoenix, AZ 1988-2007 Cardmember Assistance Sr. Team Leader

• Directed collections teams from early stage through charge-off; taught, coached, mentored agents.

• Built a collection department to 65+ seats recruiting Supervisors, Leads, and Agents; on-boarded, trained, taught, coached and mentored new hires in all levels of collections.

• Facilitated Six Sigma / TQM process and quality management programs.

• Lead the Predictive Dialer Team providing analytics and campaign performance for 800 seat vertical generating over 1M calls monthly.

Education

BS, Business Management / E-Commerce, University of Phoenix 2003-2005

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