Director

QUALIFICATIONS PROFILE

Analytical, performance-driven, and highly accomplished senior-level professional equipped with strong qualifications honed over progressive experience in diverse areas encompassing sales, marketing, and call center operations. Possess proven expertise in driving profitable operations within constantly changing environments. Recognized as goal-oriented leader with extensive experience in developing successful sales and marketing plans to strategically accelerate expansion and maximize profits. Acknowledged for carefully defining goals and objectives to proficiently plan and organize operational strategies; able to effectively balance operational efficiencies and business growth. Skilled in developing policies and procedures to ensure improvement in customer experience through productivity, cost reduction, and overall company goals and achievement. Persuasive communicator capable of cultivating long-term relationships with customers based on professionalism and integrity. Computer literate, proficient in MS Excel and Access.

KEY STRENGTHS

Leadership and Supervision Transition Management Sales Lead Development

Portfolio Profit and Loss Responsibility Business Planning and Analysis Workforce Management

Contract Negotiation Budget Preparation Forecasting

PROFESSIONAL EXPERIENCE

---------------------------

JG Wentworth - Bryn Mawr, PA

SVP, DIRECTOR OF OPERATIONS NOV 2008-PRESENT

Provide primary leadership in overseeing daily operations and all functional areas of sales, underwriting, and information technology.

Key Accomplishments:

- Played a pivotal role in the successful streamlining of operations that reduced number of staff from 197 people to 70 people while increasing efficiency

- Successfully developed effective project prioritization methodology to rank order numerous IT requests based upon risk, revenue, efficiency, and reputation

- Provided efficient performance in creating call center forecasting models to determine call volumes based on marketing spend to establish appropriate staffing

- Launched and introduced workforce management disciplines and scheduling opportunities based upon call volumes

- Developed and implemented attendance database for operating areas to illustrate hours accumulated, hours taken, and a roll up view of daily staffing

SVP, DIRECTOR OF CALL CENTER OPERATIONS JUL 2007-NOV 2008

Efficiently performed liaison responsibilities between sales, marketing, and information technology to develop plans for sales effectiveness and technological advancement. Coordinated recruitment and hiring of new sales staff for the company. Conducted business analysis to identify new business / market opportunities for inbound calling customers. Proactively involved as member of compliance committee.

Key Accomplishments:

- Successfully implemented automated dialer resulting in increased daily dial efficiency by 56 percent, improved answer rates from 63 percent to 68 percent, and enhanced database integrity by identifying an average of 200 clients daily needing new contact information.

- Developed staffing propensity analysis for dialer that increased contacts hourly from 7.08 to 7.44

- Identified and captured call messaging and routing opportunities that reduced abandons from 13 percent to 9 percent and reducing marketing cost for every call by $2.50

- Regarded as key contributor in the successful development of affinity program for Life Settlements business that resulted in signing American Legion and Visiting Angels to pilot launches

- Coordinated sales scorecard program that provided for stack ranking of sales force; identified development opportunities for lead allocation which improved lead conversion by 14 percent

- Determined more effective ways to develop leads through use of public filings that grew “Court Research” function from unit of 1 to unit of 5

- Dramatically reduced annual attrition rates from 199 percent (151 on average sales staff of 76) to 86 percent (68 on average sales staff of 79)

Bank of America - Wilmington, DE

SVP, CUSTOMER SERVICE CARD OPERATIONS STRATEGIC PLANNING MAR-JUL 2007

Identified and recommended opportunities to improve the “end-to-end” customer service experience. Played a significant role as member of Customer Satisfaction Management in Bank of America card services, a five-year strategic planning committee.

Key Accomplishments:

- Identified opportunities and restructured existing systems to drive improvements in customer experience and enhance expense efficiencies

- Rendered efficient performance in identifying more than $5 million in savings and nearly 1.6 million in call reductions

SVP, CALL CENTER STRATEGIES EXECUTIVE MAR 2006-MAR 2007

Established call center strategies for the U.S. credit card business; held responsible for analyzing performance, increasing self service capabilities, identifying drivers of customer delight, and recommending viable solutions.

Key Accomplishments:

- Utilized predictive treatments that increased self service rates and IVR performance by 300 basis points at MBNA and nearly 400 basis points for BAC

- Designed and implemented differentiated service level treatments (customer segmentation) through effective utilization of profit models and behavioral segmentation

> Enabled the company to manage to a 90 second blended ASA but deliver 30 second or better service to premier customers and created a staffing efficiency of about 15 FTE

MBNA America - Wilmington, DE

TRANSITION TEAM, CUSTOMER SATISFACTION OPERATIONS NOV 2005-MAR 2006

Key Accomplishment:

- Provided recommendations regarding staffing, site selection, service levels, forecasting methodology, work-force methodology, reporting techniques, as well as platform and operational structure

SVP, DIRECTOR CALL CENTER OPTIMIZATION 2004-2005

Key Accomplishments:

- Coordinated customer satisfaction VRU to enable MBNA to recognize inward calls and apply account specific treatments such as risk referral or solicitation of cash which generated a 13 percent increase in dollars for every total call

- Developed and implemented customer satisfaction segmentation strategy to optimize service levels for the "best" customers which enabled the company to absorb business for Merrill Lynch and Charles Schwab with minimal need for incremental staff

SVP, CUSTOMER SATISFACTION STRATEGIES 2003-2004

Key Accomplishments:

- Facilitated direct sales of cash and credit insurance within the call center resulting in increased sales rates by more than 8 percent, reduced expenses, and increased customer experience

- Organized reporting management program for representative level data to drive change and manage performance (the scorecard)

SVP, NEW BUSINESS SOLUTIONS 2001-2002

Key Accomplishments:

- Proactively involved in the development of automated leads delivery system to customer satisfaction representatives

- Improved product offerings from two products to eight products and increased cash sales from $4 billion in 1999 to more than $7 billion by year end 2002

- Led the successful implementation of SQL server in analysis area to enhance delivery of data; created sales reporting that identified lost opportunities and educational needs

OTHER EXPERIENCE

---------------------------------

MBNA America - Wilmington, DE

SVP, MOTORSPORTS SECTOR DIRECTOR 1997- 2000

FVP, ALLIANCE MARKETING / NATIONAL SALES MANAGER 1995-1997

FVP, REGIONAL MARKETING MANAGER 1994-1995

FVP, FINANCIAL INSTITUTIONS MARKETING DIRECTOR 1993-1994

VP, FINANCIAL INSTITUTIONS NATIONAL SALES MANAGER 1991-1992

VP, OPERATIONS MANAGER / MERCHANT SERVICES 1990-1991

Equibank - Delaware

AVP, OPERATIONS MANAGER 1985-1990

EDUCATION

---------------------

MASTER OF ARTS IN ORGANIZATIONAL COMMUNICATION

Emphasis: Organizational Structure and Design

UNIVERSITY OF BUFFALO - BUFFALO, NY

Graduated summa cum laude

BACHELOR OF ARTS IN SPORTS MANAGEMENT

Concentration: Athletic Personnel Administration and Public Relations

UNIVERSITY OF BUFFALO - BUFFALO, NY

Graduated cum laude

PROFESSIONAL TRAINING

-----------------------------

Bank of America Green Belt Certification Program

Graduate School of Retail Bank Management, University of Virginia, Charlottesville, VA

ABA School of Bank Card Management, Norman, OK

PROFESSIONAL AFFILIATION

-----------------------------

International Call Management Institute (ICMI)

ACTIVITIES

--------------------

Board of Directors, Delaware Autism Society

Leadership Circle, Blue White Club, University of Buffalo

AWARDS AND HONORS

--------------------------

Received MBNA’s Financial Excellence Award for NASCAR portfolio improvement

Presenter at 1998 NASCAR National Marketing Conference on product integration in NASCAR arena

Contact this candidate