Christopher Lewis Email & Phone Number

St Louis, Missouri, United States

• Supervise staff of 21 Call Center Representatives.• Provide coaching and assistance to Call Center Representatives.• Handle escalated supervisor calls• Performed live monitoring and call calibrations to ensure accuracy and compliance• Conduct weekly StandOut’s• Perform monthly/quarterly/yearly performance appraisals• Process corrective action• Trained staff and provide updates as needed• Manage team schedule, including PTO and overtime request

Greater St. Louis Area

• Supervised permanent staff of 5 including - 1 Work Coordinator, and 4 Account Processors.• Supervised temporary staff of 5-12 contractors as needed for projects.• Assisted in managing performance of four third party collection agencies with total inventory of $485M.• Performed ten call calibrations monthly for each agency vendor for quality assurance, and compliance.• Recoveries exceeded plan by $3M in the last 12 months.• Led vendor weekly calls discussing call calibrations, batch tracks, scorecard, and overall performance.• Managed quarterly project for cease and desist sale file, including account reviews, calling, and lettering. • Maintained audit score of 99.3% for past 3 years.• Hired, trained, coached and conducted monthly/quarterly/yearly performance appraisals.• Created or rewrote all department standard operating procedures.

St. Louis, Mo

• Managed two $105M Sub-Prime portfolios located in St. Louis and Minneapolis.• Supervised staff of 12 including - 1 Team Lead, 9 Site Collectors, and 2 Regional Collectors.• Hired, trained, coached, and conducted monthly/quarterly/yearly performance appraisals.• Averaged 30+ Delinquency of 2.9% in 2011, 3.5% in 2012, and 4.1% in 2013.• Net charge-off amount under budget by $3.8M. • Controlled call quality at 97% accuracy with plan rate of 90%.• Maintained Repossession Rate at 4.9% with plan rate of 6.5%.• Administered daily account reviews, phone quality reviews, and direct workflow.• Conducted all repossessions, replevins, skips, and extension approvals while maintaining vendor relations.• Problem-solved all escalated calls, including executive complaints.

St. Louis, Mo

• Led team of 3 Pre-30 collectors located in India.• Managed average collection portfolio of $24M in 2005 and $30M in 2006.• Assisted in department delinquency-reduction by $16M in 2005 and $25M in 2006.• Completed Loan Modifications including re-writing terms.• Coordinated outside Counsel for Non-Voluntary liquidations including suits, replevins, and foreclosures.• Worked with Outside Counsel on all assigned Bankruptcies (Chapters 7, 11, and 13).• Ordered and reviewed Appraisals and Phase I Environmental Reports.

Fenton, Mo

• Supervised 8 including - 4 Call-Center Representatives, 1 Loan Officer, 2 Collectors, 1 Technical Specialist; hired, trained, and conducted performance appraisals.• Managed consumer loan portfolio of $105M. • Member of Commercial Loan Committee.• Controlled 60+ rate of delinquency equaling less than 1% of total portfolio.• Increased monthly credit approval ratio from 38% to 57%.• Approved repossessions, extensions, third party placements request.• Reduced yearly net charge-off amount from $1.4M to $1.1M • Prepared and delivered daily, monthly, and annual reports to President and Board of Directors.

St. Louis, Mo

• Supervised staff of 7 Collectors and 3 Technical Specialists.• Reduced 60+ delinquency rate by $49M from 1.09% to .82%.• Managed $300M portfolio, decreased yearly net charge-off amount from $3.3M to $2.1M.• Conducted daily review of collection routes, repossessions, and bankruptcies. • Hired, trained, and conducted performance appraisals.• Approved repossession orders, third party placements of charged off accounts.• Organized sale of repossessed merchandise with local auctions.• Ensured legal notices were sent to customers in required time frames. • Reviewed extension request for approval / denial of current and delinquent payments.

Bloomington, Il

• Visited 10 dealers weekly to maintain and improve business relationships. • Increased application approval rate by 75%, and funded contracts from 5 to 65 per month.• Managed staff of five employees; including hiring, training, and development.• Controlled bad debt and branch expenses.• Produced monthly projections and end of month reports• Approved credit for unsecured and secured personal loans.• Solicited loan rewrites on delinquent accounts, including balance increases to consolidate bills.• Sold additional insurance included life, disability and unemployment.• Made daily collections by phone and mail, as well as handled field collections.• Organized sale of repossessions through wholesale vendor and local auctions.