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.• Tracked employee attendance and handled all related coaching, corrective action and performance improvement plans.

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 supporting financial statement documentation and receipt of Department of Education program agreement letters.• 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.• Effectively collaborated with corporate training managers to implement and promote effective and compliant business practices.• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, AS400, and Noble Dialing System.

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 rehabilitation agreement letter and properly tagged loans on the Department of Education Titanium system.• 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 program completion.• 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