Jeff Hunter Email & Phone Number

Woodinville, Wa, Us

Springfield, Oregon, United States

Renton, Washington, United States

TSI Purchased ACT Holdings and the Convergent Outsourcing/Healthcare companies in June 2021Directly manage Training, Employee Development, Legal, Facilities, Client Services, Quality Assurance, Vendor Management, Internal Audit and System Development teams for Convergent Outsourcing, Convergent Healthcare, ACT Inc. and Convergent Commercial organizations.• Helped with the transition of people and processes to TSI as they consolidated companies. Helped with policy and procedure integration. • Worked with Sessions law firm and TSI legal team to wrap up outstanding litigation and regulatory inquiries for company.• Managed TSI real estate for 45 offices domestically and internationally. Worked to exit and consolidate footprint as further embraced work from home resulting in closing/idling 300k sq ft• 30(b)(6) corporate deposition witness

Renton, Wa

ACT Holdings is the parent company of Convergent Outsourcing/Convergent HealthcareDirectly manage Training, Employee Development, Legal, Real Estate, Facilities, Client Services, Quality Assurance, Vendor Management, Internal Audit and System Development teams for Convergent Outsourcing, Convergent Healthcare, ACT Inc. and Convergent Commercial organizations. Budgeting and P&L responsibility for teams.• Moved teams from supporting individual companies to a shared service model supporting multiple companies in organization. Helped eliminate significant cost on ACT Inc reorganization via personnel and vendor spend reductions.• Expanded 2nd offshore site in Philippines to continue moving domestic positions offshore for Client Services, Training, Client Services and QA. • 30(b)(6) corporate deposition witness• Budgeting and P&L responsibility for teams.• Part of team working to sell company using Truist Securities to complete sale to Transworld Systems.• Responsible for review of vendors for consolidation and cost cutting when Department of Ed contract went away. Work with each department on costs and opportunities to reduce or cut vendors.

Renton, Washington, United States

Directly manage Training, Employee Development, Client Services, Analytics, Quality Assurance, Vendor Management Real Estate, Facilities, Internal Audit and System Development teams.• Migrated data warehouse to cloud based platform using Snowflake to dramatically reduce costs and increase speed and processing power with much more flexible way to increase resources if needed.• Updated training program to bring in high energy leader to overhaul training delivery of new hire training. Selected Paradiso to add in LMS learning system to increase effectiveness and tracking of delivering training content. Added video messages to increase personalization with remote offices.• Moved select back office functions offshore to Guatemala to decrease cost versus domestic employees. Pilot of QA/ Compliance and Internal audit team members.• Improved client audit and compliance process to fix deficiencies and monitor for future issues

Renton, Washington, United States

Directly manage 500 agents out of four collections centers that focus on utility, telecommunications, commercial and financial clients for several Fortune 100 companies. Manage client programs for all stages in the recovery process including customer care, first party, EOP, primary, secondary and late-stage recovery. • Manage budget and P&L responsibility of $65 million dollars in top line revenue with $15 million in EBITDA.• Managed client profitability on projects. Changing strategies and costs where needed to maintain performance and profitability.• Started Data Analytics team and implemented new Greenplum Data Warehouse to strategically track and target which accounts to focus on for collections.• Selected and involved in implementation of CallMiner voice analytics platform to review all agent conversations and provide data to Compliance and Operations to identify good and bad calls.• Managed CFPB examinations of agency

Renton, Washington, United States

Directly manage 500 agents out of two collections centers that focus on utility, telecommunications and financial clients for several Fortune 100 companies. Manage client programs for all stages in the recovery process including customer care, first party, EOP, primary, secondary and late-stage recovery. Responsible for achieving and exceeding client performance targets on highly competitive client programs to maintain top tier performance. Research, select and negotiate pricing with new and existing technology and collection service vendors. Development and mentoring of leadership bench strength.• Manage Budget and P&L responsibility of$33 million dollars in top line revenue with $4.5 million in EBITDA.• Helped develop and sell new EOP utility collection process to new and existing clients.• Developed strategic initiatives based on client performance.• Built and maintained relationships with existing clients and travel with sales representatives to potential new clients to sell them on using ER Solutions• Execute collections champion/challenger testing on skiptrace and scoring to continually push process improvement. • Designed and created E-notice program with vendor to realize 35 cent per letter in expense savings by using email.• Optimize expenses via analysis of vendor value resulting in ~$250K in annualized expense reduction.• Maintained and built strong relationships with all ERS directors, sales and department managers.• Qualified licensed manager in all states that require collection licensing.

Renton, Washington, United States

• Grew Seattle office from $6 million to $29 million a year in top line revenue. • Managed daily operation of 400 person call center and remote managed another 100 person site in Phoenix Arizona• Initiated introduction of IVR calling technology into collections process to reduce FTE and increase EBITDA margins on clients.• Developed account scoring process using Experian scoring to maximize recovery on top recovery customers and reduced work effort on low recovery customers.

Renton, Washington, United States

• Managed daily operation of 90 collectors with a team of 7 supervisors.• Responsibility for managing client relationships, strategy development, revenue forecasting, facility management, HR, training and recruiting of agents.• Switched collectors from individual desks to pooled team resulting in 225% increase in EBITDA.• Automated account workflow and Skiptrace process to increase collector productivity.

Renton, Washington, United States

• Managed a team of 8 collectors who consistently achieved financial targets for collections.• Top tier ranking for clients managed and expanded Qwest program.

Renton, Washington, United States

• Top collector who exceeded goal 15 consecutive months and helped train new collectors.• Collected on student loan, retail & telecommunication accounts.