Chad Holmes Email and Phone Number

Direct the strategic execution of support services, utilizing cutting-edge technologies and fostering a culture of empowerment and accountability to ensure exceptional customer experiences and drive operational excellence.* Harness advanced analytics and reporting tools to extract data-driven insights from customer and operational data, enabling informed decision-making and proactive problem-solving for continuous improvement * Lead senior executive business reviews and serve as the primary point of contact for key stakeholders, facilitating active communication and engagement to address challenges and capitalize on opportunities* Implemented a coaching and leadership model aimed at attracting and retaining top talent, and define team objectives and outcomes to foster cross-functional success through continuous adaptation and learning* Develop and refine operational and project identification processes to provide strategic insights into timelines, risk management, product updates, and leadership updates to advance organizational goals * Cultivate and manage highly complex stakeholder relationships across product groups, engineering, implementation, IT, and support teams, fostering alignment around customer experience excellence

Lead the Risk Monitoring division, overseeing a team of 15 Credit Risk Managers, 8 Supervisors, and 150 Analysts across 4 states, and identifying and mitigating merchant risk through proactive monitoring of Clover device transactions.* Reduced risk by up to 40% through robust monitoring of high risk accounts to alert vendors, banking partners, and authorities, including the FBI and US Secret Service, of abnormal activities and potential fraud events* Define policies and procedures, oversee portfolio risk, and implement changes to risk control methods and monitoring tools for fraud identification, and review all high risk accounts* Lead risk development technology projects, present risk assessments to senior leadership, and design risk investigations, partnership strategies, outreach, and communication frameworks to enable scalable growth

Worked with the VP of Collections to improve service quality in a multi-site call center environment, generating $25M in monthly revenue through collections for Merchant Acquiring, Leasing, and Consumer portfolios in the US and Canada.* Collaborated with the Vendor Risk Management group to perform annual on-site risk audits, develop remediation plans, and implement third-party agency controls* Improved compliance and processes to facilitate 20% annual growth and reduced costs while improving efficiencies through automated programs* Conducted monthly meetings to raise awareness of merchant fraud risk and centralized evaluation and management of risk and revenue opportunities

Directed a team of 12 Directors / Managers and 300+ agents across multiple sites with accountability for call center operations, client experience, service quality, and collections.* Spearheaded a business process outsourcing (BPO) initiative which drove a 50% increase in monthly revenue within 90 days and developed a compliance system to review internal and third-party collections data* Introduced a web-based payment portal for call center agents to improve quality, security, and efficiency of collections by phone, driving a 50% increase in revenue with a 40% decrease in compliance lawsuits * Launched a learning center with training materials, call monitoring tools, and coaching resources for call center staff and leadership, resulting in a 30% increase in revenue and 11% increase in customer satisfaction * Expanded market share by 35% through improved customer communications and educational presentations on compliance, reimbursement, admissions, and billing

As Director of Operations, I managed all aspects of operations as it pertained to collection and customer service.~Supervised and maintained all aspects of Positive Profit & Loss, hiring and goal setting.~Conducted sales presentations and educated clients regarding compliance, reimburse-ment, admissions and billing discrepancies.~Identified and analyzed business conditions and trends and took appropriate actions to protect the company's interests.~Ensured compliance with company policies and procedures,~Planned and prepared daily work schedules to optimize efficiency. ~Created daily check lists and activity reports, tracked outbound calls, and monitored teams’ activities in call center environment. ~Developed and implemented a new Revenue Cycle Management process.

I effectively managed all aspects of operations. Reinforced key factors in the functioning of the facility.~Developed a prioritization program that facilitated scheduling of events and meetings.~Organized scheduling process~Eliminated double booking of conference rooms~Increased satisfaction levels for all facility users.