As Collections Manager, my position is accountable for overseeing the collections efforts for Fusion Medical Staffing and responsible for the supervision of the collections staff. I also work closely with outside Collection Agencies as well as performing collection activities for the largest and most sensitive customer accounts. In addition, I also work with the Director of Accounts Receivable and the Controller concerning accounting matters, legal matters and semi-annual audit reporting requests.

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Responsible for the overall management of the department, which includes developing and improving the operational goals of the Law Office / Collection Department. Handle staffing, training, and development of staff. Supervise all account managers, who are responsible for conducting investigations and collecting on delinquent accounts.Define processes for handling daily collection activity. Developed metrics to track monthly performance. Directed a team to increase office recoveries on bi – monthly placements.Review and approve all accounts for legal referral within the department.Developed process improvements for the new account placements

Relationship Support Manager (RSM) I am responsible for all aspects of operational support relationship management, from forecasting work by LOB to invoicing. I also provide effective customer service for all internal and external TPG customers by utilizing excellent, in-depth knowledge of company products, procedures and resources.

Managed 1st and 3rd party, consumer and commercial portfolios. Multiple site location responsibilities. My leadership and process management skills supplemented with coaching, developing and motivating the call center unit employees resulted in improved performance by improved collection metrics, a lower operating budget and generated higher revenue. Led process improvements that: Developed Consumer 1st and 3rd Party /Commercial collection teams. Implemented a workforce management team to balance the call volume to increase right party contact and Decrease call abandonment rate. Created policy and procedures to improve collection effectiveness.Managed several telecommuters on several different portfolios.Worked in concert with Account Managers, VP of Operations, and Division Heads.

Responsible for the development and implementation of the pre suit collection department. Objective was to educate, train, coach and mentor the collection department leadership team while applying the principles of best collection efforts to their daily processes. The implementation of consumer collections strategy and leadership within the law firm. Supported several different business partners (Champions) which included Risk, Collections, Recovery (internal and external)Participated in the training of associates in process management using best collection practices.Led the execution of the improvement for pre legal collection department using the best practices methodology with a primary focus on process managementDefining a process for handling daily collection activity, within the Pre Suit Collection Department. Developed metrics to track monthly performance. Directed a dynamic team of collection agents on consumer and commercial collections.Reviewed and approved all accounts for legal referral within the department. Then recommended solutions are expected to improve recovery results for each and every client.Developed process improvements for the new account placements.Implemented a monthly operating review process using performance metrics to monitor the effectiveness of the collection and recovery departments.

Promoted to Director of Collections in December 2000. Directed a consumer finance division located in Omaha Nebraska, with a staff of 75 collection agents.Designed and implemented subprime collection philosophies throughout the department.Training and coaching skills were instrumental in the successful deployment. Directed both pre and post charge off departments, which were under performing prior to my assignment as the Director of Collections. My leadership and process management skills supplemented with coaching, developing and motivating the call center unit employees resulted in improved performance manifested by improved customer service metrics and a lower operating budget. Led process improvements that: Prime Time Collections for Pre Charge Off Department. Implemented a workforce management team to balance the call distribution throughout the collection organization. Designed a call model for handling inbound calls from customers resulting in a consistent customer experience. Reviewed Bankrupt accounts - Executed foreclosures to protect secured interest in 2nd mortgages.Organized the outside attorney relationships ( decreased legal expenses - increased revenue)Negotiated a new Aspect Dialer for handling in and outbound collection calls.Work in concert with Credit Department - Reviewed Credit Limits- Recommended Increases or Decreases of credit limits based on loan repayment or delinquencyBuilt a workforce management team in the Asset Recovery Department.

Executed on-site management of in/outbound call center activities, including customer service and collection negotiations, staffed by 25 hourly associates and 2 managers.Managed the support of systems and facilities in the call center. Coordinated the installation of new desk tops and software to process collection revenue.Led a cross-functional team that implemented a new procedure for processing collection negotiations and applications for recovery transactions that resulted in an increase of 35 %.Provided seamless support for each and every client.Led a creation of an early out collection department. Improved the units overall performance in the first six months.Implemented a new organizational structure in the call center by using prime time effectiveness.Managed a team to handle all third party calls.Managed vendors, credit bureau agencies, and supply companies.