Mike Brunken Email & Phone Number

Key Achievements• Transformed call center operations, surpassing collection benchmarks and achieving double-digit efficiency gains• Implemented advanced analytics to align operations with strategic business objectives, enhancing KPI tracking and reporting.• Established a culture of professional development, fostering team growth and increasing retention rates.• Directed operations for a first-party collections call center, achieving a 215% profit growth over the last five years by implementing innovative processes and client-specific solutions.• Optimized collection strategies using multi-channel approaches, including voice, email, and SMS, alongside analytics and scoring models, resulting in enhanced contact rates and recoveries.• Spearheaded the migration and integration of the LiveVox Cloud-Based Contact Center Platform, incorporating voice, SMS, Business Intelligence, and compliance tools to improve recovery rates.• Established and maintained strong client relationships with key accounts, including Charter Communications, Altice/Optimum, Comenity Bank, Imprint Payments and Publishers Clearing House.• Ensured compliance with FDCPA and TCPA regulations, introducing procedural updates for emerging communication channels like SMS, now a top revenue stream.• Improved workforce efficiency through targeted script revisions, optimal scheduling during peak collection periods, and process refinements tailored to client needs.

Toronto, On, Ca

Cultivated and managed relationships with stakeholders, working collaboratively to achieve desired objectives, serving as primary point of contact and SME to establish the expectations and ensure consistency and continuity.Demonstrated a progressive project manager style, with the insight and ingenuity required to design a diverse range of organizational structures, project roadmaps, and process improvements that produced quality outcomes through increased efficiencies and streamlined systems. Produced comprehensive systems, reducing costs, optimizing operations.Contributed extensive knowledge of the evaluation, purchasing, and implementation of hardware and software systems, and developing strategies capitalizing on advances in technology and incorporating contemporary methodologies aimed at improving performance and extending system capabilities.Managed multiple software development projects, product launches, technology roll-outs, system upgrades, implementing advanced features and tools, and system integrations from inception through delivery utilizing strategic methodologies across geographically dispersed product management, development, data, test and operations teams.

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Science - Bs, Management Information Systems And Services