William Thomas Email & Phone Number

Earthcity, Mo

• Work with Dialer Director and Operations to determine and configure scheduling of daily call lists (including dialer IVR integration) that ensure continuous improvement and aid in meeting business goals.• Proactively work with Dialer Director to configure system in a means to take advantage of all identified opportunities and apply new system configuration around those specific call strategies.• Develop, maintain and distribute daily and weekly call list scheduling and objectives for Predictive and IVR dialing with the instruction from the Dialer Director.• Monitor all dialing activity and conduct regularly scheduled audits of collection agents and department performance to verify system status.• Meet with Dialer Director and Operations team weekly to review scheduling changes, system changes and call results. Configure recommended changes to call lists based on previous results and discussed strategies.• Perform new collection agent setup and manage any agent changes and department configuration related to the dialer.•Responsible for managing dialing efforts in compliance with state/federal regulations and operational effectiveness.•Assist Dialer Director in documenting new or modified quality standards, performance improvement goals and training programs to address improvement areas, with particular emphasis on areas not meeting company, compliance or client standards.•Committed to and supportive of all policies and procedures, and the monitoring and enforcement of those processes.•Capable of multi-tasking to assist in working with Operations, HR, training and compliance departments to ensure daily work and tasks, as assigned, are completed on time.•Follow all required FDCPA, and HIPPA regulations and system procedures.•Maintain a working knowledge of client policies and procedures.

• Perform collections activity based on collection queue/production goals.• Enhance customer service in a transparent environment as an extension of our client.• Follow all required FDCPA regulations and system procedures.•Worked on an automated dialer system taking inbound and outbound calls to insure customer satisfaction in financial situations on credit card accounts•Apply phone payments such as check and debit card payments•Skip trace accounts to find account holders•Investigate reasons given for failure to pay and evaluate the situation to determine borrower’s ability to meet their future obligation.•Provide necessary research in resolving problems with a customer’s account, correct discrepancies and advise customer of outcome on a regular basis.

Weldon Springs, Mo

• Worked with dialer system (inbound/outbound) in residential services, small business, commercial, and coporate accounts to insure customer satisfaction in financial situations• Collected on full balance and past due accounts and partial payments• Also blocked and unblocked phone numbers on accounts• Trained groups of 6 to 8 people on the different systems that are used to work accounts• Was promoted as a Sores/Intermedia specialist• Worked on corporate accounts insuring customer satisfaction dealing with their circuits and frame-relays• Made calls through Excel spreadsheet regarding company financial account status• Was promoted to the Write-Off Department• Researched accounts to determine write-off eligibility• Put small balance amounts of write-offs on a spreadsheet• Cancelled contracts on potential write-off accounts• Research entire company names to determine related accounts.• Note write-off accounts in detail of the potential write-off.• Research phone numbers to determine working ANI for companies.• Completed S.O.A (Statement of Accounts) which is an audit of invoices on customer accounts on write-offs through Microsoft Excel• Transferred credits for related accounts to write-off accounts to continue the write-off process• Worked in Oneview application to create Service Requests to cancel contracts, open remedy tickets, and issue discretionary credits on accounts• Open Fact tickets on accounts through the FACT application for write-off to get final approval and posting through AR-Posting

Greater St. Louis Area

• Worked with mainframe systems using Zeke scheduling using CA 7 and CA 11 in a JES 2, MVS/JCl and Unix Hp environment• Worked 4890 Impact printers and Kodak printers for printing checks, policies and distributing reports for clients and employees• Used fixed libraries to retrieve information• Used L savers to retrieve job errors• Performs daily and monthly backup• Handled the stocking of printer paper and other utilities• Observe console messages CRT displays using TSO/ISPF commands, determining work process status and speeds, or other indicators suggest problem conditions• Facilitate 'Break the Envelope' (BTE) processes to provide restricted access to production servers, systems, and databases• Perform job analysis, monitoring, and management through the use of enterprise batch scheduling tools• Assist in the coordination of technical resource notification and escalation including facilitation of the Infrastructure Outage Management Process (IOMP)

Master’S Degree, Management Information Systems, General

Bachelor Of Science (B.S.), Information Technology

Technical classes taken • Fundamentals of Networking • Database applications • Project Management • Advanced Networking • Operating Systems