Bill Armbruster Email & Phone Number

New York, Ny, Us

In this role, I play key role in planning strategies, addressing industry changes, emphasizing customer centricity, robust controls, and comprehensive documentation. Along with performing annual site visits to top agencies, including referral agencies supporting billing statement referrals and specialist call transfers, I also research industry trends and risks for assessing internal/external agency information, web searches, blogs, and network connections. Moreover, I communicate multiple tasks of moderate to high complexity with strong prioritization skills, as well as oversee and manage reputational risk assessment and controls for non-profit agencies. A small selection of my key highlights includes: • Directed annual fair share contribution and grant funding budget of $12.1M, overseeing monthly collections ranging from $13.9M to $16.1M, and maintaining inventory exceeding 100K accounts with balances totaling $519.6M. • Influenced decision-making of senior management by collecting/evaluating data, delivering insights and strategic recommendations, and devising innovative solutions for complex challenges. • Fostered strategic relationships with regulators and top executives of affiliated non-profit agencies, influencing industry practices without formal contractual agreements. • Served as leading representative in Credit Counseling Industry for managing relationships with over forty agencies and two industry associations. • Acted as influential advocate in credit counseling industry, modifying initiatives and directions of associations and industry working groups. • Led program execution, life cycle, controls, and audits, as well as spearheaded new initiatives and projects.

New York, Ny, Us

During this tenure, I ensured optimal staffing levels in assigned areas, focusing on thorough training and development of personnel. Along with leveraging exceptional leadership talent in improving division-level productivity by providing performance coaching, guidance on staffing and volume strategies, and ensuring adherence to policies, I contributed to process improvement and re-engineering projects, prioritizing efficiency, effectiveness, and customer-centric approaches. Additionally, I rendered expert-level support in orchestrating company's PPP loan initiative during pandemic. Some of my key contributions includes: • Accomplished performance targets by conducting monthly business reviews with compliance, risk, credit, and other departments. • Achieved desired results by assessing trends from data and observed behaviors and sharing insights. • Spearheaded cross-functional and cross-site projects by delivering top-tier leadership direction.

Norfolk, Va, Us

My primary duties in this role were to manage daily operations of large call center, overseeing 300+ associates, as well as established multiple new centers across the USA, including onboarding and training new personnel. Additionally, I streamlined talent acquisition processes, including interviewing, onboarding, training, conducting performance evaluations by steering performance and offering coaching/counseling in collaboration with HR. Also, I planned, developed, and implemented robust growth strategies and improvement initiatives for increasing organizational productivity, as well as strengthened productive relationships with key clients and stakeholders. Moreover, I oversaw off shore collection and BPO operations in Panama and Philippines. Please check some of my notable accomplishments during this tenure: • Optimized company's capacity to monitor, assess, and improve employee productivity and collection processes through execution of strategic process enhancements and integrated KPIs. • Delivered excellent customer service while leading operations of two international sites in Philippines and Panama. • Attained YoY growth in productivity/recoveries and 40% reduction in staff turnover.My additional experience includes: • Portfolio Recovery Associates LLC, Hutchinson, KS • Assistant Vice President | Operations Manager | Collections Representative

Bachelor'S Degree, Business

Business Management