Pat Grant Email & Phone Number

United States

Brook Park, Ohio

Led a department in early stage, first party collections. Successful operational leader. Strong, highly tested skills. Experienced in a balance of contact center analytics and personnel management best practices. Persuasive, confident communicator through all corporate levels and with external consumers. Successful at motivating team performance in a fast-paced and stressed environment. Measures all points to achieve KPI's. Adept at analysis and creative planning to overcome obstacles. Understands the need to strive for excellence but appreciates the benefit of educated errors along the way.

Contracted to recruit for the Customer Care Center seasonal team. Hired 200+ team members. Active in creating postings, managing the Workday ATS. Successfully planned and executed career fairs. Able to use Signet experience, contacts, and intimate knowledge of processes to seamlessly assume managing sources, reporting, career fairs and applicant screening.

Akron, Ohio

Charged with building, maintaining and training staff for 3 call centers to transition credit portfolio servicing from Signet Jewelers to Genesis. - Team Leadership: Managed four trainers and three recruiters- Talent Development: Established training department that trained new team members and provided on-boarding for new nearshore partners. Accomplished training of 650 existing team members in four weeks to support credit transition. - Talent Acquisition: Established recruiting department charged with hiring new team members. Also integral in the screening and interviewing of internal candidates for promotional opportunities. - Process Improvement: Created modular training materials for all contact center agent roles along with associated facilitator guides.

Cleveland/Akron, Ohio Area

Oversaw team responsible for staffing 3 contact centers (600+ plus hires annually) in the Credit Operations department; manages 3 remote outsourcer relationships; provided extended training to new team members; offers talent development training to all Credit Operations team members.- Team Leadership: Directed one manager with ten direct reports performing blended roles including interviewing/hiring, training and vendor management. - Process Improvement: Created a talent acquisition department embedded in Credit Operations. Responsible for maintaining appropriate hiring levels for 3 call centers and support staff of over 1k employees. - Outsourcing Management: Maintained and owned relationship with onshore Collections and Care vendors in Arizona, Minnesota, Washington and Georgia. - Talent Management: Served as executive mentor for high potential employees.- Talent Development: Created and launched a program of soft-skills training accessible to all Credit employees.

Akron, Ohio

Rotations during tenure spanned cradle-to-grave delinquency management for in-house credit financing (1.4M active accounts). - Team Leadership: During final role, directed two managers of collection performance for over 100 collectors and collection vendor relations supervising up to 75 collectors.- Talent Acquisition: Established pilot interview and hiring program which reduced collector turnover from 60% to 25% annually.- Process Improvement: Created a hybrid QA team embedded in Collections to proactively seek and resolve customer concerns prior to escalation.- Process Development: Created 2 career paths for collection team members (leader & non-leader) which improved retention, engagement and developed succession planning.- Recognition: Earned company’s 2007 Achievement of Excellence award and Credit Operations’ 2006 and 2007 Commitment to Excellence award.

Akron

Akron

North Olmsted, Ohio

Final role during tenure included handling floorplan credit lines and loans for automotive dealerships.- Accountability: Analyzed financial statements to establish credit lines and loans for 25+ dealerships ranging from small to multi-site operations. - Career Path: Earlier roles demonstrate broad, increasing responsibility including Collector, Supervisory roles (Collections, Wholesale, Acquisition, Customer Service) and Credit Manager.