Marlene Moorman Email & Phone Number

Indianapolis, Indiana, US

Skokie, IL, US

• Contact Center Consultant partnering with Fortune 500 companies, BPO, and start-up organizations in performance management, benchmarking, KPI attainment, and gap analysis.
• Expert in contact center technology with 10 years of domestic and international on-site vendor management
• Experienced in sales, customer service, and collections building high-performing teams of up to 3,000 people including remote team members in both domestic and international sites including India and the Philippines.
• Align organizational metrics to excellence frameworks.
• Responsible for the implementation of Business Excellence initiatives e.g. CSAT, Internal Customer’s Satisfaction (ICSAT), Operations Self Assessments (Health checks), Best Practices (SPARK), Benchmarking.
• Managing quality audits, calibration, and metrics reportingMeasurable Results:Built virtual contact center in 45 days for startup firm resulting in 22% increased productionCreated Training and Quality templates for.

Smørum, DK

• Serves as Director leading a team of Supervisors and agents in a 200 seat call center that provides customer support and partnership to Hearing Care practices booking appointments via outreach to leads and patients..
• Generate, and review reports to monitor key metrics. Regularly report KPI’s to executive leadership. Suggest alternative procedures and metrics to optimize telemarketing operations
• Partner with sales and marketing departments to ensure alignment with promotional campaigns and sales processes
• Developed and managed call scripts to be used with lead generation and qualification. Implemented formal training program for call center agents.

Mooresville, IN, US

• Served as Collections Officer with Citizen’s Bank managing staff responsible for reviewing delinquent accounts and contacting borrowers to determine willingness and ability to pay. Reviewed legal requirements and.
• Managed portfolio for Fannie Mae, FHA, and conventional mortgages, auto loans, credit card accounts, and commercial lines of credit
• Oversaw $500M collections portfolio identifying areas for improvement and reducing delinquency from 7% to.36%
• Turned-around failing charge-off portfolio and decreased legal costs ~80% by renegotiating with attorneys
• Renegotiated contracts with company’s repossession vendors reducing costs and realizing ~50% in savings Recruited and trained my replacement

Carmel, IN, US

• Delivered operations and consulting leadership by providing portfolio-management advisory services focused on helping higher-education and financial-services clients optimize the management of receivables. Delivered.
• Developed student-loan division for large equity group, resulting in over $32 million in estimated revenues within 3 years
• Was a dominating force in establishing top position and score in customer satisfaction, AHT, FCR, and NPS for our significant clients, such as AT&T, improving their positions from a bottom place to a top contender.
• Selected to lead the overall improvement in the Philippines of a significant contract servicing AT&T, Sirius XM, and Century Link for sales and customer service.
• Through expert leadership, I was able to upscale the BPO team ratings from last place to 4th place within a demanding 90-day deadline.
• Created a process improvement plan for financial organization outperforming competition 60 days after implementation.

• Spearheaded call center operations with full $1.2M P&L responsibility and accountability for 76 collection agents and 5 supervisors across 2 service centers. Tracked and analyzed call center performance against service.
• Improved overall ranking from 18th to 1st on private credit- receiving production bonus from the client for the company
• Facilitated training project in Panama to reduce costs, increase results, and train agents on skip tracing and due diligence.
• Supported executive team on developing and driving efficiency through the organization.
• Performed IT reporting and discovered 108 incorrectly functioning items in an IT environment flagging for improvement.

Herndon, Virginia, US

• Director of FFELP (Federal Family Education Loan) Education Loan Collections with P&L management that oversaw the operations for a $6.2M department. Led the outsourcing strategy for the Collections, Customer Service.
• Managed a $48b 60-days-to-default portfolio for federal education loans, reducing delinquency from 8% to less than 3%
• Developed, designed, and implemented strategic revenue and operational objectives and strategy, resulting in a 21% increase in recoveries
• Created the continual improvement process and scorecards for employee development
• Achieved 120% of established corporate goals and increased overall payment percentage from 1.2% to 23%
• Received the 2006 Sallie Mae Presidential Award for a record year of $32m in reserve savings for private loan collections