Rich Mendoza Email & Phone Number

Plano, Texas

Plano, Texas, United States

Plano, Texas, United States

Irving, TX

• Implemented Change, Incident and Problem Management across the enterprise.
• Developed policies and procedures.
• Facilitated incident bridge on major system outages
• Implemented metrics and created reporting.
• Provide bi-weekly and monthly reporting to executives.

Irving, Texas

• Implemented Change, Incident and Problem Management across the enterprise.
• Developed policies and procedures.
• Implemented metrics and created reporting.
• Reduced incidents related to requests for change by 20%.
• Reduced incident resolution time by 30% with the implementation of Incident Management.
• Provided weekly and monthly reporting to executives.

Irving, Texas

• Managed $2.4M project to implement complete Aspect suite of applications to manage a 500 seat call center.
• Managed project to migrate all servers to a new data center.
• Managed project to implement a document imaging system.
• Managed project to launch a new near-shore collections vendor call center within 30 days.
• Managed project to install a new microwave-based antenna system to provide network redundancy.

Addison, Texas

• Managed multiple functions simultaneously with up to 25 direct reports.
• Implemented metrics, identified efficiencies and created reporting for Outbound Sales team, resulting in a 16% increase in productivity.
• Implemented metrics and enhanced reporting for the Quality Assurance department, resulting in a 20%increase in productivity.
• Conducted comprehensive data analysis of past performance and implemented more aggressive quality metrics for Customer Service, resulting in an… Show more Managed multiple functions simultaneously with up to 25 direct.
• Conducted comprehensive data analysis of past performance and implemented more aggressive quality metrics for Customer Service, resulting in an overall increase in quality for 5 consecutive months.
• Led user acceptance testing as the Customer Service point-of-contact for all projects, resulting in a consistent reduction of pre and post-implementation issues impacting the department.

North Richland Hills, Texas

• Managed projects and provided operational support for all Portfolio functions: Customer Care, Collections, Loss Recovery, and Remarketing.
• Partnered with multiple departments across Triad on projects led, including, IT, Legal, Accounting, and Receivables.
• Partnered with multiple vendors on projects led, including: ACS, Western Union Speedpay and Quick Collect, MoneyGram, Autonomy ETalk, Bank of NY Mellon, Auto Auction Services, FDI Collateral Management and eGain.
• Served as… Show more
• Served as business primary point-of-contact for all payment vendors: Western Union Speedpay/Quick Collect, and MoneyGram.
• Implemented project to implement Autonomy ETalk Qfiniti 3.5.1 to 595 agents across Customer Care, Collections, Loss Recovery, and Vehicle Title Operations.

• Hired and supervised team of exempt project managers, supporting Business and Consumer Collections, Bankruptcy and Payment Operations.
• Created team objectives and developed the 2006 and 2007 system plans.
• Responsible for sponsoring projects for Business and Consumer Collections, Bankruptcy and Payment Operations.
• Created and documented methods and procedures (m&ps), including process workbench, process flow and key-stroke level m&p, as well as user guides and conducting… Show more
• Created and documented methods and procedures (m&ps), including process workbench, process flow and key-stroke level m&p, as well as user guides and conducting training. Show less

• Managed transition of all business and consumer 3rd party collections to an off-shore vendor, achieving an annual cost savings of $152k in commission fees paid to agencies in addition to a 3.5% increase in the recovery.
• Managed decommission of a consumer accounts receivable center & transition to near-shore vendor, achieving a cost savings of $5.4M over a 3 year period.
• Managed transition of the Enterprise & Wholesale Local Division Collections from Tarboro, NC to… Show more
• Managed transition of the Enterprise & Wholesale Local Division Collections from Tarboro, NC to Dallas TX, achieving front-loaded cost savings of over $2M. Show less

• Managed up to 19 associates in Consumer Collections and Authorized Early Warning (AEW).
• Led diverse teams comprised of full time, contract and bilingual employees.
• Provided direction, guidance and development to supporting assistant supervisor.
• Relocated from Sprint Receivables in Chicago to Sprint Receivables in Dallas in order to assist in the transition of AEW.
• Instrumental in Dallas’ transition from an inbound to a blended (inbound/outbound) environment, as well as… Show more
• Instrumental in Dallas’ transition from an inbound to a blended (inbound/outbound) environment, as well as providing management with necessary training and support on inventory management and reporting.