Customer Service Manager

ANTHONY M. JOHNSON

**** ******** **** **

Gainesville, GA 30501 949-***-**** (C)

*******@*****.***

OPERATIONS / FINANCIAL SERVICES LEADER

Seasoned operations/call center leader with proven results in turnaround situations, strategic planning, revenue enhancements and team building.

Key competencies include:

• P&L – Budget Management • Client Relationship Management

• Leading and Managing Change • Trending and Forecasting

• Call Center management • Collection/Customer Service expertise

• Project management • 6 Sigma and Kaizen experienced

EXPERIENCE

AMO - Cleveland, TN… Laid off: 2009 - 2010

A $25MM industry leader in Collections, Customer Service and Outsourcing provider

Site Director - Wachovia Mortgage Project

Hired to lead 100 plus CSR’s, Project Management, and IT support team.

• Increased collections recoveries 18% and improved handling time by 27.2%

• Generated Gross Profits monthly of 44% or better

• Reduced personnel 13% and improved efficiencies by 28%

• Managed client relationships for Wachovia Mortgage and Wells Fargo Financial Services

• Implemented new VOIP phone system and was Beta site for new dialer system implementation

• Team member for the transition to new HR policy and procedures

LaserCraft Inc. - Norcross, GA … Pending lay off - opportunity with AMO: 2007 - 2009

A $20MM provider of Automated Traffic Enforcement services to municipalities.

Vice President of Operations

Hired to lead 100 plus CSR’s, Project Managers, Engineers, Developers and IT support teams.

• Increased collections recoveries 43% and payment processing by 63%

• Generated budgetary improvements of 36%

• Reduced personnel 13% and improved efficiencies by 32%

• Managed client relationships of over 20 cities and over 250 sites

• Implemented new phone system and IVR development

• Managed transition of new system platform implementation from CFM to .NET

PRWT - Los Angeles, CA… Contract job completed 2006 - 2007

A $25MM outsource provider of document, payment, customer service, and lockbox activity.

Director of Operations - City of LA, Parking Violation Bureau Project

Hired to lead 150 plus associates/mangers in CSR and payment processing activities.

• Improved call center productivity 23%

• Increased payment processing productivity 21% and improved collection recoveries over 14%

• Improved budgetary performance 18%

• Installed new system platform, imaging system process, phone switch/call monitoring system/IVR

TOYOTA FINANCIAL SERVICES - Torrance, CA… Departmental Re-org: 2003 - 2006

The third-largest captive finance company and ninth-largest financial organization in the US.

Manager, National Recovery Center, Torrance, CA (2004 to 2005)

Hired to lead over 100 associates in the Skip Group, Lease-End Services, Retail and Lease collections, Legal out-placement group, Credit Bureau group, and the Fraud Department.

• Improved monthly and FYTD recoveries in 13% in 2004 and 39% in 2005

• Increased productivity 26%

• Increased revenue 18%

Field Service Operations Manager: Kaizen trained (2003 – 2004)

Lead the performance of three Customer Service Call Centers (over 1500 associates and staff)

• Improved penetration efficiency results 27%

• Improved work flows 26%

• Established the Fraud Department and hired management and staff of ten

• Deployment and training of the “call blending” tool at the three centers

OSI - Sacramento, CA … Opportunity with Toyota: 2001 - 2003

$30MM outsource provider of non-core business customer service functions.

Vice President of Operations – AT&T Telephony Project: 6 Sigma trained

Hired to lead a group of six direct reports managers and a team of over 800 indirect reports.

• Improved productivity of collection personnel 28%

• Increased dollars collected per hour by over 15%

• Reduced turnover by over 10.7% and increased show rate for unit by 14%

• Established morale and recognition programs that enhanced retention and performance

CBC COMPANIES - Columbus, OH … Opportunity with OSI: 1999 - 2001

$25MM provider of risk management and marketing services to business entities.

Director: National Collection Division

Hired to plan and direct the collection activities of 75 person staff and National Sales Staff.

• Increased revenues by $1.1MM

• Increased sales 32%; profitability 18%; and reduced turnover by 22%

SEARS, ROEBUCK AND CO. (Credit Division) - Hoffman Estates, IL … 1977 - 1999 Nations third largest broad-line retailer.

Director of Account Services - Des Moines, IA (1997-1999)

Lead the Account Services group of 300 associates processing 3MM customer service calls annually

• Managed $20MM budget and reduced 1998 expenditures by 78% over PY

• Reduced turnover by 23%

Manager, Banking, Accounting, and Technical Services - Columbus, OH (1994 – 1997)

Promoted to manage accounting department with 68MM items monthly; file value $22B.

• Regulated daily deposits of over $1.5MM for Sears' seven vendor banks

• Increased productivity 29%, with 6% fewer staff

Manager, Asset Management - Philadelphia, PA (1991-1994)

• Increased productivity by 15% by developing training program for collection associates

Credit Manager, Indianapolis, IN (1986-1991)

Collection Manager - Detroit, MI (1978-1986)

EDUCATION & ACTIVITIES

Western Kentucky University, Bowling Green, KY - Bachelor of Science: Business Administration

Coach for local community youth athletic programs

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