David Smith Email & Phone Number

Lewisville, Texas, United States

Wholesale/Commercial Credit & Collections and Patient Pay Collections Manager

Lewisville, Texas, United States

Re-badged to HCL as part of a global outsourcing agreement between Xerox and HCL. Continued to manage Xerox State & Local and Federal AR portfolio throughout offshore transition to Guatemala.

Led a team of 70+ collectors and managers responsible for managing an accounts receivable portfolio with annualized revenue of $1.0B.Organizational Effectiveness -- Delivered operational excellence through process management and cross-functional collaboration.Project Management -- Guided the offshore-transition of public sector accounts to Guatemala.• Collaborated with stakeholders to develop and implement the transition plan. Identified staffing needsand performance management processes. Set up a knowledge management system to transfer knowledge and provide training materials and job aids.

Delivered tactical and strategic support to the collections operations. Led the continuous improvement efforts to drive improved AR performance. Quality Assurance -- Implemented new QA call monitoring process and collaborated with operations to execute improvements. Project Management -- Co-managed the project team responsible for transitioning Early Stage collections to Manila, Philippines. Continuous Improvement -- Led the partnership with the Loss Mitigation team to develop and implement a process to identify at-risk clients and reduce bad debt write-offs– the process enabled a 60% reduction in bad debt write-offs since implementation.

Managed the internal audit process for Collections, responsible for identifying non-compliance issues and remediating open audit actions. Partnered with operations to develop actions and provide remediation testing.Cross-functional Leadership -- Led cross-functional teams to develop and operationalize process for filing State Claims. Partnered with the internal Office of General Counsel to identify opportunities for filing state claims, document internal processes, and develop user training materials and programs. Process Improvement -- Partnered with the Internal Controls organization to develop and implement an audit remediation process to address many open audit items. Strategic Planning -- Developed an operational Business Resumption Plan for Collections.

Project Management -- Led operational project team to develop and implement automation technology to simplify order edit process, resulting in a 15% improvement in productivity. Developed operational Business Resumption Plan for Originations to replace an outdated disaster recovery business continuity plan. Documented process and testing plan, including coordination with internal partners and 3rd party agility vendor to effectively implement