Call Center Recovery
Resume:
Internal
Chris R. Gillie
Landrum, SC 29356
864-***-**** (Cell)
E-mail: **********@*****.***
Objective:
To obtain a position with a progressive organization where my training, skills, and acquired abilities would be of value and fully utilized.
Qualifications:
• 34 years of experience in 1st party and 3rd party collections/call center industry
• 26 years of management experience in the collections call center industry
• Experience with automated dialers.
• Software experience: CUBS / AS400 / Shaw / FAW / CACS / Ts2
• Self-motivated and high energy level
• Excellent verbal and communication skills
Accomplishments
• 2021 TD Bank Q4 Wow Award Winner
• 2021 TD Bank CEO Award Winner
• Certified graduate of 6 ACA schools, American Collectors Association
• Recipient of multiple top producer awards including the Captain Award from Resurgent Capital Services in December 2004 for top secondary retail agency. Professional Experience:
Collection Senior Supervisor
TD Bank, Greenville SC March 2018 to Present
• Assign, prioritize and monitor work of staff
• Contribute to development of department policies and procedures and assists staff with most complex aspects of work as necessary
• Supervise between 14-20 employees
• Coach and develop employees, ensure performance management activities are undertaken and completed for all employees
• Effectively communicate corporate and department objectives daily
• Audit staffs work on a regular basis to ensure that day to day policies and productivity levels are maintained
• Monitor and record staff performance, provide coaching and counseling as needed with the direction of the group manager
• Responsible for interviewing and recruiting of top tier talent as well as the onboarding of new staff members
• Prepare and communicate performance assessment for staff supervised
• Assist with preparation of quarterly town hall decks as well as participate in meetings
• Lead for the iD8 project to assist in simplifying the work process in ACW within the TDAF department
• Assisted with Orbit as a business continuity planner within the USBC department Internal
Customer Service Manager
Credda Capital LLC, Spartanburg SC July 2015 to September 2017
• Responsible for 13 customer service agents in effort to collect past due payments from delinquent customers.
• Maintain and motivate staff while developing highly effective collection strategies to increase revenues.
• Engage and inspire team members throughout the day to ensure individual and team goals are met on a daily and weekly basis.
• Conduct weekly coaching sessions with team members based on account reviews and weekly production.
• Assess department results and metrics to gauge team and performance and develop collection calling strategies for continuous improvement.
• Responsible for interviewing and recruiting of top tier talent Group Department Manager
American Credit Acceptance September 2011 to January 2015
• Manage members of the team for a staff of 100+, to include collectors and supervisors.
• Resolving complex problems and inquires
• Developing and monitoring collection results and goals
• Critical thinking and project management
• Planning, evaluating, implementing, and continuously improving all aspects of the collection functions and processes
• Ensuring professional relationships are established and maintained with customers
• Effectively communicate corporate and department objectives daily
• Motivate and create a positive working environment to achieve productivity and performance standard
• Prepare performance appraisals and provide feedback and recommendations to direct report
• Assess supervisor development needs, draft plans, and monitor performance Operations Site SR. Director
Capital Management Services, Greenville SC December 2004 to August 2011
• Manage collection department and activities for staff of 180+ collectors in a call center environment including 10 Collection Supervisors and 2 Department managers
• Responsible for 5 business types (Chase Bank, Citibank, Discover Card, Capital One, & Resurgent Capital LLC.
• Maintain and motivate staff while developing highly effective collection strategies to increase recoveries
• Responsible for departmental budgeting, P&L, work center and physical site issues
• Perform associate evaluations, promotions, and salary reviews
• Constantly monitor inventory management and ensure that company and client policies are maintained
• Effectively communicate corporate and department objectives daily Internal
• Track daily results of work efforts to assure required levels of production and efficiency are achieved
• Evaluate and maximize the liquidation results for assigned accounts by each group assigned and by portfolios assigned
• Resolve HR issues as necessary
Director of Unsecured Recovery
Allegis Group LP, Greenville SC (AKA Resurgent Capital) April 2001 to December 2004
• Manage a team of 15– 20 Recovery Specialist/Customer Service Reps in the liquidation of pending and dismissed bankruptcy portfolios.
• Conduct live monitoring of phone calls
• Track daily results of work efforts to assure required levels of productions and efficiency
• Rigorously review status of accounts to assure work standards are within compliance
• Conduct side-by-side sessions with individual team members
• Resolve HR issues as needed
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