Marcel L. Gillenwater Email & Phone Number

Remote

Alabama, United States

Morrisville, North Carolina, United States

Plymouth, Mn

Plymouth, Mn

Overall responsibility for performance of Pacific West Region and Pac-West collection staff. Accountable for performance across multiple 3rd Party OCA’s, competitive rankings, and overall profitability for the business unit. Developed and implemented strategies while providing leadership necessary to meet established goals and support company core values.Manage all phases of front line collections with our 3rd Party OCA’s. Monitor and analyze client performance and trends, to identify and forecast for risk and financial losses. Optimized collection performance through facilitating ongoing training on GetPaid, RentalMan and VoIP. Serves as MN Credit Office Administrator for VoIP and GetPaid operation systems Manage eight (8) direct reports

Assumed responsibility of the Training and Development department operations vertical which included: Government Services, Utilities, Medical and 3rd party bad debt collectionsCreated a unique continuing collection educational and development program to increase lower performing personal and flatten the learning curve, as new hires transitioned from training to the collection floorCreated a Collection Developmental Unit, Management Mentoring Program and assisted in the creation and management of the Outbound Transfer Operators across all lines of businessCollection Developmental Unit assisted in increasing revenues and liquidation rates by 16% across all medical portfolios and by 32% for government services clientsDeveloped collection scripts and a standard training and new hire reporting package to assist operations in tracking and measuring organizational KPIAssisted in the rewriting of small balance medical strategies to manage inventories and increase collections while keeping staffing flatEstablished and maintained corporate and client training, in compliance with all federal and state standards, identifying and resolving program and client problems and assisted in moderating client visits, calls and presentationsManaged three (3) direct reports and 13 FTE

Managing the day-to-day financial and operational functions of the division, including Accounts Payable supervision, corporate and divisional reporting requirements, and Payroll administration.Ensure Corporate Accounting policies are in place and followed.Oversight and approval of the month end financials, month end reports, corporate deliveries, etc.Final review of financial statements, corporate deliveries.Third party portfolio JV – with corporate approval and input, lead in securing third party portfolios in the form of debt, or JV partners.

Managed collection training across multiple sites, which enhanced a professional and corporate mentality and employee loyalty while maintaining client competitive rankings and overall business unit profitabilityEstablished an innovative six (6) month training program that assisted in increasing retention to 72%, increasing telecom collections by 12% and overall gross profit margins by 28%Monitored performance to identify organic growth opportunities and enhance business relationshipsDeveloped a standard training collection/client performance metrics reporting packageAdvanced core corporate values and goals while improving morale through a combination of adventure based management development and companywide mentor training programsManaged three (3) direct reports in two (2) countries

Managed collection training across multiple sites, which enhanced a professional and corporate mentality and employee loyalty while maintaining client competitive rankings and overall business unit profitabilityMonitored performance to identify organic growth opportunities and enhance business relationshipsDeveloped a standard training collection/client performance metrics reporting packageAdvanced core corporate values and goals while improving morale through a combination of adventure based management development and companywide mentor training programs

Managed all phases of front line collections, specialty programs, monitored and analyzed client performance and corporate rankingsEstablished creative collection initiative which assisted in increasing overall program submissions by 26%, increased revenues by 30% and an overall scorecard ranking by 5 places, from 12th to 7thOptimized collection performance through the use of dialer, manual and skip trace strategiesServed as point Operations person for departmental Dialer and system conversionManaged five (5) direct reports

Managed all aspects of the training and development of the organization, ensuring compliance with all federal, state, company and client standardsEstablished an on-site mentoring employee development training program for the 30 – 120 day employees, which assisted in increasing retention by 32% during the quarter and 47% annuallyManaged Bank One credit card and bank services client, to an overall #1 ranking and obtaining client award as top overall agency for fiscal year 2006 and 2007Created and managed a management development program for vertical growth in partnership with local colleges and accredited certificate institutionsCreated and provided reports to Operations that monitored performance to identify organic growth opportunities and enhance business relationshipsReviewed and helped create internal work standards for client portfolios to maximize revenue potentialManaged two (2) direct reports