Commercial Collections Manager

MARC H. WITTES

**** ********* ***** • Johns Creek, GA 30022 • 770-***-**** (H) • 404-***-**** (C) • **********@***.***

CAREER PROFILE

Dynamic Collection Management Professional with a proven track record of developing and executing strategic business plans, operational goals and performance metrics that drive productivity and ensure a high level of collection, and customer satisfaction and retention. Analytical and detail-oriented with extensive experience working with cross-functional teams to resolve customer issues and innovate new sales strategies and programs. I am a motivational collection manager who fosters a positive work environment and provides coaching and developmental opportunities that continuously improve both individual and team capabilities. I have specific expertise in the areas of collections and customer service management.

Key Competencies

Systems Design and Implementation Workforce Forecasting Operational Audits

Personnel Training and Management Recruitment and Selection Budget Analysis

Policies and Procedures Review Organizational Design Quality Control

PROFESSIONAL EXPERIENCE

SINGLE ATLANTA 2009 – 2010

Vice President of Business Development

To build brand development and business opportunities for upscale singles matchmaking firm through advertising, social media, social contact as well as increasing traffic to our online site as well as oversaw the day to day management of company’s collection, call center, sales and customer service departments.

• Created company’s mission and developed realistic business objections.

• Generated management reports consisting of call volume, customer contacts, appointments made, e-mails received and responded.

• Created and established procedures and policies governing customer appointments and increased monthly sales by 35%

METRICS 2006 – Present

Call Center Consultant Alpharetta, GA

Conducted in-depth, onsite, operational audits in call centers to promote best practices and optimize the strategic value to customers.

• Consulted with senior management to create call center’s mission and develop realistic business objectives

• Designed organization of the call center and clearly identified and communicated roles and responsibilities

• Thoroughly reviewed all policies and procedures to ensure accurate support of each department’s mission and business objectives

• Overhauled roles of call center management team and allocated responsibilities, including: recruiting, training, supervising, quality control, sales, customer service, scheduling, reporting and analysis, and technology.

NALLEY CHRYSLER JEEP 2006 – 2008

Call Center/Internet Sales Manager Roswell, GA

Directed call center staff and oversaw departmental process of tracking customer contact.

• Designed and implemented new system to gain insight into both short-term and long-term customer relations.

• Monitored dealership generation of sales and service appointments and developed new prospecting initiatives to increase business and enhance existing relationships

• Managed the web e-commerce channel and successfully implemented new timely e-mail response to internet inquiries from prospective customers

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• Established outbound and inbound call standards for staff and monitored adherence on a weekly basis

• Generated management reports consisting of call volume, customer contacts, appointments made, e-mails received and responded.

• Developed operating policies and procedures for the Call Center functions, including scripts, and ensured compliance with company and confidentiality policies

AMERICAN READING CLUB, INC. 2002 – 2006

Call Center Director of Operations Cumming, GA

Oversaw day-to-day management of the Customer Service, Collections and Sales departments. Reviewed, tracked, and trended call volume through Daily Operations Report and ensured accuracy of data presented.

• Implemented coaching, development and motivational programs to achieve superior results as demonstrated by an increase in monthly collection revenue from $47,000 per month to $144,000 per month

• Reduced monthly credit card charge backs from 4% to less than 1% by performing in-depth analysis and effectively training customer service staff

• Created and established procedures and policies governing customer contact and the handling of customer complaints; increased monthly sales by 25%

• Developed, implemented and maintained an effective QA program to address service request, system specs and test scripts effectiveness

• Established a comprehensive employee performance appraisal system based upon production, attendance, organization, skills, communication and teamwork that decreased turnover

• Recruited, developed and mentored personnel to create a positive and productive culture (Integrity, Attitude, Leadership, Teamwork and Results)

• Determined all resource planning, training and skills development needs across the company

• Prospected, developed, negotiated, and closed new and repeat business opportunities increasing sales by $25,000 per month.

• Analyzed sales and market trends to customize sales strategy

• Ensured compliance with regulatory agency guidelines and standards

RISK MANAGEMENT ALTERNATIVES, INC. 1996 – 2001

Senior Collection Manager Atlanta, GA

Managed the Emory Clinic, Gwinnett Anesthesia, Southwest Hospital, Abilene Regional Hospital, Bell South Mobility, First Union Auto Deficiencies, Southtrust Bank Early Out and Primes call center collection departments.

• Achieved increase in fee revenue of medical departments from $30,000 per month to $125,000 per month by creating motivational compensation programs for call center employees

• Managed receivable portfolio in excess of $15 million monthly

• Recruited, selected, and developed an increasingly competent team of collection account representatives and provided on-going training

• Ensured compliance with federal and state regulations applicable to Insurance, HCFA, HIPPA, FDCPA, Bankruptcy, lien laws and FCRA

• Managed operational metrics, ensuring customer satisfaction, managing staff using metric based statistical performance levels, managed support cost to targeted forecast

EDUCATION

WOODROW WILSON COLLEGE OF LAW, Atlanta, GA

Juris Doctor – Cum Laude

UNIVERSITY OF CINCINNATI, Cincinnati, Ohio

B.A. – Political Science

Student Government – Director of Public Relations

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SKILLS

Microsoft Office – Word, Excel, Power Point, Access, Outlook and Netscape Web Browsers

Collection Systems – CUBS, Ontario FACS and Gandalf

CRM System – Reynolds & Reynolds, Noble and Web Control

Predictive Dialer Systems – Davox and Noble and contact center technologies including IVR, ACD, recording/monitoring and e-care systems

Social Media – Linkedin, facebook, and twitter

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