Andrew Barker Email & Phone Number

Greater Salt Lake City Area

Phoenix, Arizona Area

Oversee and direct daily operations of a Center of Excellence for all enterprise-wide repossession administration activities of a multi-billion dollar auto loan portfolio. Created team from the ground up to address and resolve a high-volume of unique, specialty collection situations for delinquent borrowers while ensuring operational compliance and superior customer service. Manage vendor relationships and monitor vendors to ensure adherence to company policies and procedures when repossessing vehicles. Train and develop all team members following standardized training program to ensure consistency and accuracy.Spearheaded and coordinated centralization process for all specialty collections from 60 regional offices across the country into one Center of Excellence by planning, developing, and directing repossession call center activities to well-trained, compliant teams with increased controls to prevent repossession errors.Lowered operational costs 60% by centralizing operations.Hired, trained, and led managers, specialty collectors and operations processors in three separate sites.Successfully implemented process automation and introduced high-risk process reporting to improve controls and oversight.Decreased error rates by 70% in first six months in Center of Excellence.Maintained employee attrition at 8% from historical 25%-30% in regional offices.

Greater Salt Lake City Area

Directed team of supervisors, team leads, and associates in the daily collections activities of a multi-million dollar accounts receivable portfolio, including credit cards and secured cards, monitoring effectiveness and results of collections calls. Managed all staffing issues and monitored budget and expenses. Recruited, hired, trained, and developed high-performing teams with a focus on coaching and developing supervisors. Conducted project analysis, performance forecasting and risk modelling. Developed collection strategies and created dialer campaigns to maximize contact efficiency and reduce delinquency. Established statistical measures and metrics, developed and implemented incentive plans and employee compensation programs, including recognition and motivational objectives, and created activity-based costing models and enhancement of collections policies, procedures, and strategies.Maintained a 94th percentile average in annual Gallup Q12/Team Member Connection Survey with 4.82 overall score.Led location top-producing site ranking by hitting 115% of target collections goals with a net of 108% from 2010-2015.Oversaw project reducing time-allocation shrinkage by 3% across the consumer lending enterprise through improved tracking and reporting of associates’ productivity, resulting in $5M annual expense savings.

Managed team of supervisors and collectors, managing operations of a multi-million dollar auto collections portfolio. Implemented collections procedures to reduce delinquent accounts. Prepared and generated collections reports on weekly and monthly basis. Led team to top-producing site ranking in 2008 and 2009 with the lowest overall delinquency levels throughout the organization.Created and implemented Maintaining Customer Loyalty training used across enterprise to teach and develop collectors into high-producing team members.Consistently exceeded collections target goals, including exceeding loss goals by $45M, representing 30% of overall company’s savings.

Developed, trained, motivated, and supervised team of 15 account managers. Researched credit histories, performed skip tracing, and managed portfolio of delinquent accounts ranging from 30 to 210 days delinquent.

Master Of Business Administration - Mba

Bachelor Of Science - Bs, Business Management