Henry Marsh Email & Phone Number

Kansas City Metropolitan Area

Overland Park, Kansas, United States

I assist in a variety of duties to compile, analyze and provide information to both internal and external customers. On a daily basis I generate report to aid in monitoring and improving work flow.

Olathe, Ks

I investigated claims against automobile insurance, determined liability, and made payments to help drivers get their property repaired or replaced.

As a Supervisor at U.S. Bank, I managed the performance of phone agents in a credit card portfolio by analyzing trends in performance metrics, delivering feedback to individual strengths and opportunities, scoring and reviewing recorded customer interactions, and providing coaching to assist in reaching developmental goals.Most recently I established a new department in collections to work internal recovery accounts by implementing and refining a new collection system, outlining job functions, developing quality assurance criteria, creating and redefining performance goals and metrics, monitoring account inventory and account to collector ratios, and collaborating with multiple lines of business to ensure compliance with internal and external regulatory requirements.

Overland Park, Kansas

As a Supervisor at AMG Services, I managed a team of collection agents by delivering performance feedback, monitoring customer interactions, upholding company policies, and developing strategies to achieve goals. I also created call scripts to address business needs and to aide agents in achieving individual goals. In addition, I ensured customer satisfaction by resolving customer complaints and assisting agents with escalated calls.

As a Supervisor at Citi Cards, I also managed a team of bankcard collectors by providing monthly performance feedback, analyzing performance trends, creating development plans, and monitoring customer interactions.

Kansas City, Missouri Area

As a Tax Examining Clerk for the Internal Revenue Service, I had two primary job functions. The first was to review and analyze internal documents and/or taxpayer returns, prepare coded entries to amend and complete records, and refer questionable returns/documents to the appropriate area.The second job function was to process individual or small business returns by requesting and interpreting taxpayer information, perfecting documents, and initiating research to correct missing or inaccurate account information.

Certificate In Data Analytics, Data Analytics

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Pi Kappa Alpha, Resident Assistant, Cross Country Team, RAKERS