Bryan Green Email & Phone Number

Naperville, Illinois, United States

• Successfully manage a team of 15 client service department representatives and serve as immediate point of contact for business partner offices.
• Mitigate client and consumer complaints and propose solutions and better business practices to the executive board.
• Collaborate with peers to implement new systems including telephony (C3X/Talkdesk), workforce management (Interaction Desktop/Calabrio) and internal database (Advantech/Key Spring)
• Coordinated and manage work from home deployment and work from home staffing responsibilities.
• Manage and calculate call abandonment rates and statistics to ensure 85% of calls are answered within 20 seconds or less to meet client performance guarantees to avoid monetary penalties.
• Monitored and manage employee productivity relating to hold time, average speed of answer and call handling time.

Buffalo Grove, Illinois

• Successfully managed thirty-five hourly employees who were primarily responsible for fielding inbound calls related to new patient enrollments.
• Coordinated and managed outbound call initiatives for on boarding of new clients. Inventory can be anywhere from 100 records to 4000 records.
• Coordinated and managed work from home deployment and work from home staffing responsibilities.
• Managed and calculated call abandonment rates and statistics for the federal employee program.
• Monitored and manage employee productivity relating to hold time, average speed of answer and call handling time.
• Tracked employee attendance and handled all related coaching, corrective action and performance improvement plans.

Des Plaines, IL

• Successfully managed four supervisors and forty-five hourly employees who were primarily responsible for contacting consumers regarding rescheduling delinquent payments, assistance with the completion and return of.
• Carried out daily tasks relating to inventory management of 12,000 to 17,000 delinquent accounts.
• Analyzed monthly office submission projections and report to the executive board on a weekly basis.
• Created, implemented, and calculated forty-nine employee compensation plans monthly.
• Collaborated with department directors to outline and implement new company action plans regarding loan statuses for more accurate monthly submission projections.
• Communicated with information technology programmers to design new reports to increase daily productivity and more accurate and effective employee tracking reports.

Des Plaines, IL

• Successfully tracked employee daily productivity including the amount of calls made, number of messages left, consumer contacts, gaps between calls and idle time.
• Tracked and provided employees with productivity and goal achievement updates daily to ensure follow through of at least one-hundred accounts worked per day with a minimum of ten percent message-left rate.
• Worked with many tenured employees from multiple branches (Wisconsin and Kansas) to learn different management techniques and guidance towards motivating individuals.
• Performed side-by-side coaching sessions with employees to promote compliant business practices in accordance with Department of Education guidelines.

Des Plaines, IL

• Worked with Microsoft Excel to audit and prepare up to forty accounts per day for rehabilitation and submission to the Department of Education.
• Performed a multi-step process to verify qualifying loan types, audited for nine qualifying payments within a ten month period, verified three references were provided by the consumer, verify receipt of a.
• Performed each task with one-hundred percent success rate to avoid penalty from the Department of Education.

Bloomingdale, IL

• Successfully taught and implemented district 15 curriculum and State of Illinois Common Core Standards in 3rd-5th grade classrooms.
• Prepared students for ISAT testing, Administered ISAT tests, MAP Tests, completed report cards and conducted parent-teacher conferences.
• Attended teacher institute days and staff professional development sessions along with implementing the curriculum through Everyday Mathematics and IRLA reading intervention programs.
• Collaborated with peers and carried out the necessary duties to implement learning and a safe environment.

Des Plaines, IL

• Achieved and utilized skills necessary to stay compliant with FDCPA (Fair Debt Collection Practices Act) and convinced consumers to reschedule delinquent payments and return required loan documentation for federal.
• Served as a team leader and oversaw nineteen other part-time employees.

Bachelor’S Degree, Education And Social Science, 3.9

Activities and Societies: Major in Education with a minor in Social Science and Art.

Bachelor'S Degree, Education