Alan Enright **** E. Pleasant Run Pkwy S Dr.

Indianapolis, IN 46219 Cell: 317/270-7416

E-mail: adxkj8@r.postjobfree.com

Objective

Results driven leader in the areas of Compliance, Project and Call Center Management, Customer Service and Training and Development provides creative solutions to achieve company objectives and resolve complex problems.

Overview

Proven successful leader who excels in leading teams at all corporate levels to innovatively exceed corporate and customer expectations. Key accomplishments include: validation and design of detailed process improvement enhancements which reduced liability and risk; developed, tested and implemented all aspects of call center start up; successfully led operational and IT teams; and trained and audited operational teams to maximize productivity and profit. Employment

Renaissance Life and Health Insurance Company of America October 2022 to April 2023

Call Center Quality Control Supervisor

Oversight of the quality control program for the call center. Managed a team of four quality control specialists who monitored procedural and compliance requirements as outlined by Renaissance and HIPPA. The team would coach each agent based on audited results. Developed a reporting methodology which for the first time provided all levels of management a clear and defined picture of the call center's strengths and weaknesses. Facilitated weekly and monthly meetings at various levels management to review results. Phoenix Financial Services July 2020 to October

2022

Collector / Training Manager

Working with individuals who have defaulted medical debt to provide them with the available options to successfully resolve their debt Once the Covid crisis is lifted and Phoenix begins to hire I will move to the organizations’ Training Manager position.

Pendrick Capital Partners July 2019 to June 2020

Client Relations Manager

Responsible for creating a Client Relations department that was transitioning from New York to Indianapolis. My initial duties were to learn the operation, enhance training material, hire and train an Indianapolis team, and once established manage the daily operation and the relationship with clients. Due to Covid uncertainty, my position was eliminated since Pendrick’s Senior Leadership decided to leave the operation in New York.

Smart Care Solutions July 2019 to March 2020

Customer Service Manager

Directed an onshore and offshore customer service team which answered customer incoming calls and processed email correspondence.

I was a decision maker in terms of goals, standards, budget, procedures and policies, and HR related issues. Managed the daily operation (24/7 on call), monitored team performance, conducted one-on-ones monthly meetings, and facilitated annual performance reviews. Navient December 1987 to January 2019

Credit Bureau Reporting Compliance Manager

Directed the compliance oversight of all credit reporting, fraud, red flags, and Navi-Refi (new product which disbursed and serviced student loans) functions for seven business areas at different management levels.

Performed monthly, quarterly, and annual risk assessments to independently assess whether controls, policies, and procedures were adequately documented and effectively practiced. Ensured that if the business areas were audited by the US Department of Education, State Governmental Agencies, Consumer Protection Financial Bureau, and/or clients that their reputation, and potential financial fines and penalties were reduced and/or eliminated. Facilitated quarterly compliance regulatory meetings to all levels of management which highlighted oversight results, any potential or new laws / regulatory changes that could impact their business, and lessons learned by other corporations with similar business activities. Reviewed and distributed business reports to the necessary management teams which emphasized their accomplishments or compliance concerns and recommendations for resolution. Lead the compliance effort surrounding operational and IT improvements by serving as subject matter expert to identify, track, and report control-related issues. Strengthened Navient’s relationship with the National Credit Bureaus and servicers. Implemented strong relationships between compliance, business, and our outside partners. Project Administrator

Exceeded as a business analyst for all operational and IT projects for Navient’s Post Claim Assistance team. The team is responsible for providing customer service to defaulted Federal and Private Credit student loan borrowers.

● Managed operational projects that evaluated team processes and the validity of proposed enhancements.

● Evaluated and coordinated IT involvement as needed.

● Designed and conducted all User Acceptance and post-migration testing

● Ensured customers, internal teams and collection agencies were aware of the product

(e.g., mentioning it in letters, IVR, or the Web).

● Designed and implemented an internal Workflow application, an Interactive Voice Response system and Web application, and a Letter-writing system which allowed the team to create and send letters to customers in seconds with several delivery methods.

> These accomplishments contributed to a $255,000 annual cost savings, reduced customer response time by 11%, and reduced staffing related inquiries by 9%. Recipient of Sallie Mae’s Excellence Award.

● Managed the team’s disaster recovery program based on business recovery requirements, and conducted off site testing.

Offshore team

● Established a Post Claim Assistance call center in the Philippines.

● Responsible for all phases of the implementation including the installation of all required systems, drafting procedures, and traveling to the Philippines for nine weeks to train the team and then to manage the team once they started answering calls. Manager

As a result of reorganization, promoted to also manage the PCA team. I continued to contribute as the Project Administrator as well as to lead a team of 20 internal agents and the oversight of the Philippine team.

Duties consisted of:

● Decision making in terms of goals, standards, budget, procedures and policies, and HR related issues

● Managing the daily operation

● Leading the team to ensure goals were met or exceed Accomplishments / Education:

● CDIA CCRA Data Furnisher Requirements Certificate.

● Six Sigma Yellow Belt.

● 1986 Bachelor of Science degree from Mount Senario College / Ladysmith, Wisconsin

- Major in Business Economics, Minor in Sociology

● 1983 Certificate of Accomplishment from Inver Hills Community College / Inver Grove Heights, Minnesota

- Small Business Management

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