Greg Schlaff Email & Phone Number

Chicago, Illinois

Phoenix, Arizona Area

Served as the Vice President of Operations of the companies US division with oversight of a team of 140+ FTE in Phoenix Arizona including training, client services, compliance, Q+A, call center and dialer operations. Targeted areas of responsibility consisted of improving Client Relationships, increase overall performance across all the client portfolios, inventory segmentation/scoring, Policy and Procedure creation, Compliance as well as Q+A enforcement, enhanced dialer and systems integration and improve recruitment methods while aligning a robust training curriculum to target attrition.

Served as the Operations Manager of the companies Off-Shore division located in Mumbai, India. I managed the contractual relationship between Zenta Recoveries INC., a subsidiary of Accenture and AACC. Supervised a team of 300 consisting of both collection as well as Q+A members. Functional responsibility includes Dialer Operations, Inventory Management, Call Center Training, Quality Call Monitoring, Compliance, and System Integration & Strategy.

PARC was the medical division of AACC which offered clients an alternative revenue stream to their accounts payable issues other than the conventional methods of contingency collections. I served as the Director of call center collections for 100+ FTE in Deerfield Beach Florida responsible for an annual operating budget of $12 million. Functional responsibility includes Dialer Operations, Inventory Management, Call Center Training, Quality Call Monitoring, Compliance, and System Integration & Strategy.

Serve as Officer of internal call center collections and call center support functions. Led a team of over 400 highly skilled and motivated professionals in the AZ, TX and MI call centers. Developed global dialing strategies targeting the high valued, high scored, and vintage year purchases. Developed and implemented a corporate wide strategy for capacity management utilizing sophisticated scoring, workflow and system methodologies enhancing collector efficiency and overall productivity. Developed a training program targeting collection technique, account resolution skills as well as implementing a transitional environment to coach and develop, the new recruits, improving productivity and retention. Developed an incentive based bonus program focused on account rep performance, supervisor retention and compliance oriented. Built new departmental Dashboard reporting using business objectives and required KPI’s cascading from the Executive level to the Account rep improving performance and efficiency at each level.