Customer Service Manager
Resume:
Patrick Ingegno
Bellmore, NY
*********@*********.***
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Summary Statement; Successful Credit and Collection Professional at the Top-of-his-Game. Adaptable problem solver, proven leader; able to increase cash-flow and staff productivity. Deadline orientated.
Websites: http://accountsrecovery.net/profile/PATRICKINGEGNO
http://www.linkedin.com/pub/patrick-ingegno/15/33b/6ba
Professional Experience:
CONDOR CAPITAL CORP. Hauppauge, NY 2008 - 2011 Collection/ Customer Service Manager
• Managed staff of +20 customer service/ loan counselors and collectors.
• Recruited, hired and trained staff in voluntary FDCPA compliance.
• Administered performance evaluations, disciplinary actions and incentive program.
• Responsibility for a portfolio of 20,000 accounts, +$300M in sub-prime secured auto loans.
• Implemented automated e-mail campaign. Managed repossession department.
• Restructured staffing to maximize collector productivity resulting in reduction of staff size.
• Decreased total delinquency, > 60 DPD, by 800 basis points or 40%.
1-800 FLOWERS.COM Carle Place, NY ____ 2006 – 2008 Director of Credit and Collections
• Established and developed policy and procedure, with a written manual, for the BloomNet business-to-business wire service division consisting of 18,000 commercial accounts.
• Consistently exceed collection goals and maintained DSO.
• Responsible for all credit policy domestic and international, including order approvals, financial analysis and credit line review to ensure sales and profit goals are surpassed.
• Supervised and trained staff in interpretation of D&B and Experian Credit reports
• Prepared monthly aging analysis and bad debt reserve.
• Created and administered outsourced Recovery Process.
• Implemented Delinquency fee and Loss of rebate project creating a substantial income stream.
• Implemented expedited payment method and created user fee process.
• Maximized recovery from terminated membership through mobilization of internal resources and expeditious usage of outsourcing.
• Reported directly to the President of the Company.
EASTERN COLLECTION CORP. Bohemia, NY ____ 2005 – 2006 Manager of Collection Risk
• Managed, motivated and recruited staff of forty collection agents while overseeing the customer service department with an additional twenty representatives.
• Developed new account flow chart which standardized treatment of new business from inception through closing.
• Implemented new dialer technology to maximize penetration of existing portfolios through use of live and automated campaigns. Prioritized collector assignments.
• Maximized staff productivity through motivational use of positive and negative reinforcement.
• Utilized various techniques such as “Manager on the Dialer,” “Collector of the Day,” team competition, etc, to create collector buy-in of company productivity goals.
• Created a team environment, through “Open door” management.
Patrick Ingegno
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Professional Experience Continued: Page 2
RAS Group, Inc. Westchester, NY 2002 – 2005 Director of Collections/ Assistant Vice President
• Motivated and managed a staff of twenty collection agents in compliance with FDCPA.
• Full responsibility for managing the call center operations of a debt acquisition firm with portfolios totaling over $100M in secured and unsecured debt.
• Developed and implemented scoring system which utilized internal data to predict future collectability of individual accounts in newly acquired portfolios.
• Created and implemented dialer strategies which maximized our ability to quickly change the direction of calling campaigns.
• Assisted in due diligence and made recommendations for purchases of new portfolios.
• Oversaw bankruptcy department and repurchases.
• Monthly forecasting including cash projections, collateral repossessions, security foreclosures and portfolio management.
• Liaison with lending banks, collection attorneys and collection agencies.
JP MORGAN CHASE BANK, Hicksville, NY 1995 – 2002 Collection Manager/ Credit Analyst
• Hired, motivated, trained and coached fifty-five collection call center representatives.
• Surpassed collection goals including an enterprise achievement of eighteen consecutive months.
• Improved morale and communication; motivated staff with incentive programs,
contests and disciplinary actions.
• Monthly inventory $50M in consumer debt, cash forecasts, action plans, predictive dialer strategies, and performance evaluations.
• Previously, collection litigation supervisor, 180 day delinquency supervisor, post charge-off team leader and consumer credit analyst.
Additional Commercial Credit and Collection Management experience available upon request.
Education: Dowling College Master of Business Administration (MBA)
Queens College American Bar Association Certified Para Legal
Dun & Bradstreet Certified in Commercial Credit and Collection
York College Bachelor of Arts (BA)
Awards: Collection Advisor magazine Top 50 Collection Professionals for 2007
Chase All-Star award for outstanding performance, 2001
West Legal Publishers award for scholastic achievement, 1999
Publications: Collection Advisor 2011, “Fund an end to your recession: COLLECT”
Collection Advisor 2003, “Teamwork spells success on the collection floor”
Collector (publication of the ACA) 2003, “Negotiated Success”
Recovery Advisor 2002, “Tactics for successfully impacting collection performance
License: Notary Public, State of New York
Computer: Word, Excel, PowerPoint, Outlook, WordPerfect, Oracle, FDR, AS-400, Ontario Facs, LondonBridge, Davox, Mosaix, GC, Atlas.
Blog: http://wantagh.patch.com/blog_posts/an-ounce-of-empathy-is-worth-a-pound-of-strong-arm
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