Mark Sadowski Email & Phone Number

Eden Prairie, Mn

• Manager of 23 Credit and Collection Agents• Oversee Willmar and Eden Prairie locations• Hired, trained and developed 11 Agents within 2 months in Eden Prairie start-up• Hands-on oversight of entire credit process and all Accounts Receivable• Project Manager for self-service portal (testing and implementation)• Developed all measurable KPI's for Credit and Collection Agents• Implemented quality assurance call coaching program• Responsible for over $28 Million in… Show more • Manager of 23 Credit and Collection Agents• Oversee Willmar and Eden Prairie locations• Hired, trained and developed 11 Agents within 2 months in Eden Prairie start-up• Hands-on oversight of entire credit process and all Accounts Receivable• Project Manager for self-service portal (testing and implementation)• Developed all measurable KPI's for Credit and Collection Agents• Implemented quality assurance call coaching program• Responsible for over $28 Million in receivables• Increased Agent productivity YOY by over 110% from 2016 thru 2017• Reduced bad debt roll rate from 10% to 8%• Created Agent score card to incorporate core operation focus• Perform all hiring, terminations, and performance evaluations Show less

Greater Minneapolis-St. Paul Area

•Responsible for staff of 60+ employees•Oversee all day to day operations of call center and legal operations•Responsible for all hiring, terminations, evaluations, coaching, reviews and training of new hires•Created collector scorecards to rate overall performance in revenue and customer satisfaction•Implemented forecasting spreadsheet to focus on month over month revenue and projections•Compliance point of contact for all operations•Designed policies relating to… Show more •Responsible for staff of 60+ employees•Oversee all day to day operations of call center and legal operations•Responsible for all hiring, terminations, evaluations, coaching, reviews and training of new hires•Created collector scorecards to rate overall performance in revenue and customer satisfaction•Implemented forecasting spreadsheet to focus on month over month revenue and projections•Compliance point of contact for all operations•Designed policies relating to customer interaction for customer service focus•Point of contact for all client needs•Worked with owner and Attorney to develop best practices for all operations•Conduct regular floor meetings, supervisor meetings, call calibrations and compliance meetings•Point of contact for Minnesota and New Mexico law firm and legal collection staff•Develop all measurable KPI relating to core business functions from call center to legal operations•Develop and implement all strategies for call center and legal operations•Create dialers and daily work flow for all staff and supervisors•Create schedules and hours of operation for call center to maximize productivity•Perform payroll, benefits and on-boarding/off-boarding of new employees •Daily, weekly, and monthly goal setting for all departments Show less

Vadnais Heights, Mn

•Manager of 30 phone sales associates•Created standard operating procedures and policies for employees•Developed customer service requirements for call flow•Set revenue goals and overall customer satisfaction levels•Initial setup of call center operations•Developed training program for new associates•Mining for talent acquisition•Establish, maintain and critique sales representatives overall metrics•Create scripting for associates•Monitor phone calls for… Show more •Manager of 30 phone sales associates•Created standard operating procedures and policies for employees•Developed customer service requirements for call flow•Set revenue goals and overall customer satisfaction levels•Initial setup of call center operations•Developed training program for new associates•Mining for talent acquisition•Establish, maintain and critique sales representatives overall metrics•Create scripting for associates•Monitor phone calls for compliance and best practices•Weekly coordination of call center meetings•Developed sales strategy that aligned with TruGreen vision and customer retention focus•Helped develop voice of the customer for impeccable customer service training program•Constant training of sales associates for best call flow and one call close strategy•Oversaw budget and P&L for branch to sustain business line Show less

Oakdale, Mn

•Manager of 24 Student Loan Advisors/Skip Tracers•Develop and implement new performance policy, incentive program and attendance policy•Establish, maintain and critique advisors overall performance and compliance •Create and implement pilot program for Gainful Employment•Create job description, interview and hire new advisors•Daily monitoring and coaching of advisors on performance stats•Weekly coordination of call center meetings•Monitoring, correcting and verifying… Show more •Manager of 24 Student Loan Advisors/Skip Tracers•Develop and implement new performance policy, incentive program and attendance policy•Establish, maintain and critique advisors overall performance and compliance •Create and implement pilot program for Gainful Employment•Create job description, interview and hire new advisors•Daily monitoring and coaching of advisors on performance stats•Weekly coordination of call center meetings•Monitoring, correcting and verifying ADP timekeeping•Client inquiries and concern resolution assistance•Budget optimum profitability margins for call center•Create dialer strategy for optimum performance metrics•Manage dialer for low abandon rate and high right party contacts Show less

Hudson, Wi

•Client support (Daily phone calls and emails)•Collection of company’s A/R from clients•Sold all clients that utilized collection service•Created policies and standard operating procedures for business•Interview, hire and train new collectors and clerical staff•Develop and implement company motivational and morale programs•Establish collector and company goals, evaluate progress and correct inhibitions•Establish, maintain and critique collectors’ compliance of… Show more •Client support (Daily phone calls and emails)•Collection of company’s A/R from clients•Sold all clients that utilized collection service•Created policies and standard operating procedures for business•Interview, hire and train new collectors and clerical staff•Develop and implement company motivational and morale programs•Establish collector and company goals, evaluate progress and correct inhibitions•Establish, maintain and critique collectors’ compliance of company procedures and FDCPA•Collect 3rd party consumer/commercial past due accounts •Call and work with medical/dental insurance companies•Average recovery rate of 68% - top collector in company along w/management duties•Helped develop Access database for collection software•Perform Human Resource functions of FMLA, leave of absence, benefits, utilize ADP, etc.•Sold business for profit to local competitor Show less

Roseville, Mn

•Implemented goals for collectors and branch performance•Interview, hire and train new collectors and clerical staff•Critique collectors’ compliance of company procedures and FDCPA•Problem-solve inhibitions in collection or clerical procedures•Silver Eagle Award - 2005 (Top collector in company)•Highest collection percentage, postdates and payments 2004-2006 nationally•Trainer for all collection staff•Developed all policies for branch

Bachelor Of Science (B.S.), Human Resource Management/General Management

Education record