John Rochell Email & Phone Number

Dallas, Tx, Us

Dallas, Texas, United States

Indianapolis, Indiana Area

• Manage a staff of over 70 direct reports that includes management, administrative, customer care and liaison personnel.• Oversee all levels of production for one of the largest accounts’ receivable contracts in the country with almost $14 billion in inventory.• Manage over 50 additional clients, including those in the healthcare field, debt purchasers, private banks and various state government agencies.• Write and enforce policies and procedures.• Develop training materials and SOW’s for all clients.• Establish monthly performance expectations for all staff.• Write compensation plans to stay within an operating budget.• Operate the division with over 30% margins.• Manage a division with $10 million in annual revenue and $3 million in annual net income.• Conduct regular meetings with key client personnel both on site and at the clients’ locations.• Implement Dialing strategies for multiple clients• Meet and exceed division performance expectations on a regular basis.• Interact with other departments on a regular basis to keep all staff in line with company policies including HR, Compliance, Finance and Client Services.• Good understanding of operating under many laws and regulations including but not limited to FDCPA, HIPAA, SCRA, TCAP and UDAAP.

Jacksonville, Florida, United States

• Became a supervisor in 10 months.• Manage a staff of over 60 direct reports that includes management, administrative, customer care and liaison personnel.• Employee of the year award 2009• Have specialized in managing new employees to learn the business.• Have taken certification classes in Keeping Valued Employees, Providing Constructive Feedback, Listening in a Hectic Environment and Principles of Quality Leadership.• Use skip-tracing techniques to locate borrowers.• Was the top collector for the front line two months in a row in 2006.• Finished in the top half of all collectors that took part in Tax Amnesty in 2005 even though was in the last group that hired into the project.• Develop training materials and SOW’s for all clients.• Establish monthly performance expectations for all staff.• Write compensation plans to stay within an operating budget.• Handled weekly employee schedules, weekly conference calls with clients• Managed high profile clients, maintaining turnover. Customer Service, Conflict Resolution, , Implementation of contest• Implement Dialing strategies for multiple clients• Conduct monthly scorecard meetings to go over performance KPI’s on all direct staff