Appointed Chief Operating Officer October 2020 to lead Brown & Joseph’s Accounts Receivable Operations. Responsibilities include design and implementation of business strategies, plans and procedures to execute premier service levels for performance and service operational excellence. Oversees daily operations of company’s operations, sales, and marketing to promote the development of Brown & Joseph’s Insurance clientele and customized solutions for the Insurance Industry. Responsible for Brown & Joseph’s training and employee development through key performance management indices, metrics and continuous training curriculums administered by Brown & Joseph University. Establish strategic plans, development and visions that promote company culture and secure the functionality of the business to drive extensive and sustainable growth. In collaboration with ARMStrong RM companies: Paragon Asset Recovery, CPAudits, SubroIQ and Altus Receivable Management, Brown & Joseph provides customized solutions that increase client’s working capital, identify business process efficiencies to reduce premium write off and Days Premium Outstanding (DPO).

Headquartered in Chicago suburbs, Brown & Joseph, Ltd. is a leader in the profession of Accounts Receivable Management (ARM) and has represented companies nationally and internationally since 1996. Brown & Joseph is SSAE 18 Type II certified, certified by the CLLA, a member of the ACA International and has been voted as one of the Best Places to Work in Collections in 2014, 2013, 2010, and 2008.Brown & Joseph, Ltd. offers a wide range of comprehensive accounts receivable management services that are customized to fit our client’s needs. Our professional staff of subject matter experts are expertly trained in trade experiences including Insurance, Transportation, Utilities, Staffing, Wholesale Distribution and Manufacturing.Responsible for developing business platforms for existing and new customers to improve the recovery performance, service and the customer experience for Brown & Joseph’s Insurance customers. Working in a collaborative environment with sales, operations and our customers to expand Brown & Joseph’s qualitative value proposition to meet the business and financial needs of our Insurance clientele.Brown & Joseph’s expertise in the Property & Casualty industry is recognized for providing superior recovery performance on 1st assignments and for 2nd assignments that would have otherwise been written off to bad debt. Brown & Joseph’s Long Term Disability and Short Term Disability Overpayment Recovery Department is staffed with SME (Subject Matter Experts) trained in all facets of recovering overpaid amount to claimants. Our LTD/STD Department only handles overpayments made to claimants which affords them the expertise and domain knowledge to negotiate the highest recovery of amounts overpaid to claimants.

Executive-level operational oversight, P&L management and strategic steering accountability across all vertical market functions pertaining to the recovery of insurance premium accounts receivable funds, a $500M portfolio comprised of Health Payers, Property & Casualty and Medical Market segments. Led more than 200 employees at multiple Customer Centers nationwide. Recruit, train and develop staff; evaluate performance, identifying improvement areas and implementing corrective measures. Coordinate comprehensive analytical and consultative processes regarding accounts receivable management, as well as all domestic and off-shore back office operations. Deliver in-depth process enhancement presentations to senior leadership at major insurance providers on a regular basis. Spearheaded the initial establishment and launch of a new location in Pueblo, Colorado, to accommodate ever-increasing customer demand within the consumer sector in 2015. Within 30 days, on-boarded internal senior-level staff and 27 new employees, ensuring adherence to Down Stream Entity requirements, as well as to enable the organization to serve as a contracted provider to the Centers for Medicare and Medicaid Services (CMS).Personally managed seven key accounts ranked within the Top Ten Property & Casualty producers and eight of the Top Ten Health payors nationwide. Increased total net revenue by $500K as a result of earning 100% of third party referrals for a Top 15 Property & Casualty writer business which led to a First Place score for collection/service excellence in 2015. Transitioned a Top Ten Property & Casualty carrier by serving as lead author for RFP and as lead presenter during on-site client meetings.Generated an average revenue run rate of $700K with potential growth of more than $3.5M annually. Successfully closed high-end agreements with leading insurance carriers, resulting in an increase in annual revenue of more than $2M.

Coordinated and oversaw all insurance premium recovery operations regarding accounts receivable (Health Payers, Medical Markets and Property & Casualty); established and administered a $20M revenue budget and a $9.8M expense budget. Hired, directed and mentored a 170-member operation throughout the Call Center, Customer Service and Recovery. Delivered monthly presentations to leadership regarding revenue results and expense management strategies.Key contributor to Dun & Bradstreet’s Insurance Advisory Meetings (2003 to 2010): worked with Event Planner to coordinate workshops; delivered presentations to educate senior insurance executives regarding innovative concepts to drive performance reliability and increased profitability.Aggressively drove business from $9.6M in 2001 to $15.9M in 2005 and up to $17.6M in 2010, which resulted in more than $130M in total customer dollars recovered on an annual basis. Instituted refined expense management controls and enhanced business processes to strategically align operational functions with organizational objectives, leading to contribution margin growth from 41.7% to 49.8%. Increased dedicated operational staff headcount from one in 2008 to six in 2010 prior to the development of a stand-alone business unit with more than 80 associates; unit generated $3.2M in annual revenue 2014.Conceptualized Business Process Outsourcing for Agency Bill and Direct Bill Operations offering for a key client. Maintained continuous work flow regarding application servicing less than six dedicated employees through effective up-selling/increased penetration of existing accounts. Realigned all system restrictions, operational procedures and training initiatives to verify compliance with the HIPAA for Protected Health Information.Earned the Commitment to Excellence Award for achievement of customer goals in 2003 as well as a Top 5 Property & Casualty Company's 10 Year Service Award for Commercial Lines in 2002.

Appointed to this newly-created position by senior management after introducing the concept of the position in an effort to support the organization’s commitment to providing exceptional customer service. Held full responsibility for establishing a refined organizational structure designed to effectively service customers and reconfiguring functional duties within the existing operational structure to comply with business objectives. Simultaneously managed all Customer Care operations within the Naperville branch. Thoroughly examined staff performance reviews to identify under-performing areas; created new training curricula based on reviews and collaborative efforts with local college instructors to strengthen employee skill sets. Winner of the Florence Nightingale Award for providing exceptional customer service in 2001. Awarded Presidential Citation(s) for ranking within the top 2% of performers in 1988, 1989 and 1999.

Coordinated, planned and oversaw all facets of daily Collection and Customer Service Department operations at three locations, with combined annual revenues of more than $10M and $75M in customer funds recovered. Instrumental in the development/implementation of new systems designed to enable collection associates to more efficiently manage work loads and prioritize accountabilities. Generated 20% growth in the transportation market Year-over-Year (YoY) on a consistent basis. Awarded the Performance Quality Improvement Award by the company Chairman on two separate occasions: Associate & Office Quality Standards in 1996 and Customer Service in 1995. Earned the Collection Performance Award for the successful attainment of performance goals in 1996.