Lee Mcdowell Email & Phone Number

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Covington, Georgia, Us

Manage all functions of a 500+ seat national call center (recruiting, training, sales, customer service, technical support, and outsourced vendor management) to support and grow a customer base of cell phone customers (consumer and commercial) across multiple lines of business. Recruited and hired more than 150 internal call center agents to reduce reliance on outsourced resources in a difficult employment market. Creation and implementation of an online training program allowing agents to be hired and trained in a totally remote environment. Acting as a change agent to introduce sophisticated call center technology and programs to optimize performance and customer satisfaction.

Plano, Texas, Us

In response to the 2020 pandemic and resulting dynamic changes to internal structures and strategies, the company was required to migrate field collection and recovery activity from over 900 retail store locations into a centralized servicing department. Recruited, hired, trained, and mentored 100+ direct reports, in addition to managing another 50 offshore-call-center agents. By utilizing available technology (automated dialer) and developing additional resources and processes (e.g., agents working from remote locations, text and email campaigns), the department contributed to company performance significantly exceeding expectations, as reported to shareholders for 2nd and 3rd Quarter 2020; with this continuing trend expected to be reported for 4th Quarter 2020 and beyond.

Consultant for independently owned and publicly traded companies with an emphasis on the consumer lease and rent to own industry. Focused on creating best practices to maximize revenue generation in the consumer debt collection arena.• Identification of process improvement opportunities to drive recovery results• Recruiting (Active and Passive) and Onboarding, including providing new employee training protocols• Establishment of KPI’s and team coaching processes for first and third-party collection managers • Creating customized, results driven incentive and compensation programs• Training for regulatory compliance with the credit reporting processes, use of automated dialers and texting campaigns, bankruptcy protections, national, state, and local collection regulations.• Assistance with divesting bad-debt portfolios

Created internal recovery department to support a large group of franchised RTO retail locations with more than 50K customers (across 10 states). Investigated and integrated collection software with POS data to manage delinquencies, reduce charge-offs and increase profitability. Harnessed trend analysis, data mining, and application of business intelligence to identify KPIs utilized to drive superior recovery results. Focused on customer retention via effective verbal, electronic and mailed customer communications, customer data verification, preventive and investigative skip tracing. Provided training for field associates regarding compliance issues and improving collections and customer retention. Retained and managed business support vendors and acted as liaison between outside counsel and field associates for litigation and bankruptcy matters.

Plano, Tx, Us

Initially engaged as a SME consultant in consumer lease purchase collections and became a full-time corporate employee after two months engagement. Responsible for staffing up a new department designed to service and support the newly created Virtual Acceptance Now (VAN) line of business and to seek out and implement technologies needed to manage the servicing department. Worked with RAC senior leadership to implement departmental policies and procedures and establish KPI's for production.

Transformed this publicly traded, consumer rental purchase company’s “one-man-show” collection function by creating an international collections call center focused on the resolution of charged-off accounts ($180M annual portfolio). Increased recovery results 12 years in a row, with $54MM in bad debt losses recovered in 2014 on a departmental budget of <$3MM. • Liaison with legal, IT, internal security, and C level executives to identify and resolve internal process issues, customer account issues, including investigation and prevention of fraud and identity theft. • Instrumental in the development of the corporate Policies and Procedures Collection Manual Utilized by call center employees and in more than 2,100 corporate and franchise stores Taught as the basis for closing and collection techniques at Aaron’s University “Boot Camps” for newly promoted operational General Managers and Regional Managers• Marketed and sold over $1.5 billion in bad debt (2006-2014)• Recipient of the highly coveted Frank Constantino Outstanding Achievement Award and Chairman's Circle accolades (10 corporate support recipients are selected annually from over 12,000 employees)

Third party collection agency, servicing more than 800 nationwide and local clients (specializing in credit union and medical/dental accounts). In addition to traditional bad debt recovery services, offered clients internal training and conducted seminars for clients and professional health management groups to reduce bad debt placements.