Frank Merritt Email & Phone Number

Blacksburg, Virginia, United States

Blacksburg, Va

 Oversee the daily performance of the retail collection group, including retail foreclosures, repossessions, legal placement, and general collection effort. Monitor Federal and State regulations to ensure Collection and Recovery compliance procedures are current. Developed appropriate metrics to track department performance. Established internal cross training program to increase employee knowledge level and department performance. Focused on the successful reduction of annual charge off volume while increasing charge off recoveries.

Virginia Beach, Va; Hyderabad, India

 Managed all phases of project development and implementation by ensuring that business deliverables were completely satisfied, on time and within budget. Produced reports on assigned project deliverables to keep management apprised of project status, major issues, scope changes, resource changes and milestone achievements or misses. Met with end users and technical specialists to develop and execute project plans for all tasks related to the launch of programs. Group Leader of a four month site audit in Hyderabad, India. Completed internal audit of compliance and management operation. Conducted process and compliance for collection department; oversaw development of collectors. Unit Manager- Managed Late Stage, Sub-prime Consumer portfolio & Front End collections.- Monitored individual performance metrics & accomplish development plans to ensure that goals all are met.- Facilitated Quality Monitor Assurance to sustain consistency and accuracy of calls.- Delivered comprehensive reports for management and teams.- Responsible for employee development.- Responsible for issuing Corrective Actions to ensure employee's productivity and adherence.- Conducted Interviews to applying applicants.- Facilitated the Introduction and Process to Learning.

Client Manager/Project Manager Controlled the business development and execution of processes and procedures for a customer service/collection call center. Managed all phases of project development and implementation by ensuring that business deliverables were completely satisfied, on time and within budget. Managed a group of 6 Unit Managers and 110 Representatives for multiple 3rd party clients that included UPS, AT&T and American Express. Analyzed problems in terms of process and/or system functionality; generated data and applied analytical and quantitative techniques to formulate, describe, communicate and coordinate implementation of recommended solutions. Initiated and oversaw the build out of new call center located in Mumbai, India Other positions held at NCO included, Director of Training, Quality Assurance Manager, Unit Manager, and Automated Dialer Manager

Managed Bad Debt portfolio. Responsible for recovery of outstanding balances.

Managed customer service team of 15 representativesHandled daily management responsibilities

Education record

Education record

Political Science / Business Management