Call Center Performance Manager
Resume:
**** *. ****** ***. *******, IL ***** Cell: ***-**3+1683 acampbell0220@gmail
Call Center Management Project Management Administrative Support EXECUTIVE SUMMARY:
Operations Director offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with a track record of success. Innovative leader offering a distinguished, multidisciplined career in operations management, call center operations and staff development. Proven ability to train, evaluate, and motivate large and successful teams. Recognized for streamlining operations, eliminating redundancies, and maximizing assets in personnel, facilities, and cultivating a positive work environment. HIGHLIGHT OF QUALIFICATIONS
− Trained in analyzing and interpreting financial reports, credit information and accounting functions.
− Proficient in managing customer credit files, accounts receivable records and reconciliation of accounts.
− Working knowledge of state and federal laws governing collections and a good understanding of the lien law process.
− Strong business insight with excellent negotiation and decision-making skills based on solid analytical thinking.
− Effective time management, project management and organizational skills.
− Able to work successfully in a deadline-oriented environment.
− Capable of handling difficult conversations with tact, diplomacy, consideration, and discretion.
− Effective in creating a productive and positive environment as a valued team member.
− Skilled in posting payments, debit/credits, journal entries and GL experience.
− Technical skills include: Accounting, collections and operating software systems, Credit Reports: Equifax; Experian, Trans Union, MS Office Excel, Word, Outlook.
KEY HEALTHCARE & MANAGEMENT SKILLS
HIPAA Compliance
FDCPA Compliance
Members Support Analyst
3RD. Party Insurance P
Medicare/Medicaid Compliance
Covid Healthcare Screening
Quality Assurance & Auditing
Staff Development/Leadership
DOE Portfolio Acquisitions
Cost Reduction Management
Staff Retention Strategist
Project Management
Operations Management
Decision Making/Analyzing
Corporate Credit Collection
Resource Management
Data Reporting & Financial Analysis
Skip Tracing Locator
Call Center Management
Financial Management/Budgeting
Contract Management
EDUCATIONAL STUDIES
Eastern Illinois University, Charleston, IL
Robert Morris College, Chicago, IL
Associate Degree in Business Administration
Diploma: Computerized Business Systems & Accounting Anthony Campbell, Resume Page 2 *************@*****.*** PROFESSIONAL EXPERIENCE
Best Foot Forward Solutions Svcs. (BFFSS) Hillside, IL (Director of Operations) 202*-**-****
Managed daily operations, including reviewing financial statements, operational data and other performance data to measure productivity. Identify methods for operations improvements through department changes and cost reduction.
Work closely with insurance members with completing Health Risk Screen (HRS) as well as scheduled doctor appointments with members’ Primary Care Physicians.
Provide supervision of 60 employees, five supervisors and one manager, ensure that HIPAA and FDCPA laws are adhered; oversee that department is complying with all laws and regulations set forth under Medicare, Medicaid and 3rd. party insurance providers; locate Covid patients and provide healthcare screening to minimize healthcare cost.
Work with staff in establishing department policies, objectives and individual goals by providing resources to improve employees’ work performance.
Provide personal development training to staff to increase efficiencies in the office and boost employee morale.
Supervise staffs’ progress, work closely with staff in handling dissatisfied customers to overcome complex issues.
Responsible for developing new processes to boost the call center’s efficiency and productivity levels. Alltran Education, Inc.—Skokie, IL (Performance Manager, Dept. of ED) 2018 – 2020
Educated borrowers on ED’s programs (Rehabilitation, Consolidation, Standard, balance in full & settlements).
Ensured project/department milestones/metrics/goals were met and adhered to approved budget.
Assisted borrowers with defaulted student loans.
Designed and implemented processes to improve Rehabilitation funding.
Ensured monthly compliance training, FDCPA, and ensure collection guidelines are met.
Managed monthly waterfall and other skip tracing sites to maximize borrower contacts. Colleges & Universities CU/AR—Chicago, IL (Performance Manager) 2016- 2017
Managed and oversaw 125 collectors, as well as assist in training new hires on policies and procedures.
Responsible for $400K in postdated receivables and collecting $2.3 million in cross sales monthly.
Negotiated payoffs, settlements or payment arrangements based on clients’ history.
Managed outsource waterfall, I3 dialer phone system, which presented accounts to collectors.
Facilitated daily meeting with staff to discuss daily credit goals and expectations.
Used the Associate Devolvement plan (ADP) to evaluate account managers’ monthly performance. Alltran Education, Inc.—Woodridge, IL (Performance Manager, Dept. of ED) 2014-2016
Educated borrowers on ED’s programs (Rehabilitation, Consolidation, Standard, balance in full & settlements).
Ensured project/department milestones/metrics/goals were met and adhered to approved budget.
Designed and implemented processes to improve Rehabilitation funding.
Ensured monthly compliance training, FDCPA, and ensure collection guidelines are met.
Managed monthly waterfall and other skip tracing sites to maximize borrower contacts. Van Ru Credit Corporation—Chicago, IL (Collection Training Manager, Dept. of ED) 2003-2014
Ensured borrowers are informed with the available programs implemented by Dept. of ED.(Balance in full, settlements, rehabilitation, consolidation & discretionary compromises).
Rendered supervision with overall workflow and coordination dialer and skip tracing strategies to maximize calls and contacts for the collection department.
Managed new hires training, 100+credit collectors, and used strategic methods in delivering suitable and valuable training.
Developed follow-up procedures for delinquent accounts and used E-Systems to manage clients’ information and loan status.
NCO Financial Systems, Inc.—Richton Park, IL (Collections Manager, Dept. of ED) 1998-2002
Trained 40+ current and new hire account managers in effective collection practices.
Implemented the consolidation and rehabilitation of student loans, in accord with government rules and regulations.
Oversaw and negotiated all settlements of defaulted loans; Collected $900-$1.5M in monthly revenue on past due loans.
Used the Department of Education E-System to review clients’ information and loan status.
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