Yyyyyy x. yyyyyy

Driven, focused, and knowledgeable Strategic Leader with several years of experience in high-stress environments in addition to a strong background within the collections industry. Experienced in overseeing daily administrative operations, designing strategies focused on increasing efficiency/productivity, and leading internal teams. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with others.

Operations Management Collections Strategies Inbound/Outbound Call Center Operations

Customer Service/Support Cross-Functional Team Management Strategy Development

Team Leadership Report Generation Vendor Management Conflict Resolution

Collection Call Models Collector Scorecards Compliance Standards Client Development

• Direct day to day operations within a fast-paced call center environment with a focus on increasing productivity and operational efficiency
• Manage a complex client portfolio which included bank card, mortgage, retail, and student loan accounts which included diffusing escalated client relationships
• Supervise a team of approximately 113 exempt and non-exempt staff members which requires providing individualized feedback and handling employee relations issues
• Obtained approximately $2 million in revenue per month through the successful closing of 7 new commercial and consumer business streams
• Design and implement innovative strategies aimed at improving business operations, monitor compliance levels, and consistently reduce overhead costs
• Create comprehensive group and individual monthly goals/budgets based on both client and company needs in addition to creating training aimed at improving compliance levels
• Consistently achieved compliance testing scores in the top 5% and implemented innovative calling strategies which improved right party contact rates

• Coordinated operational functions which included supervising over 60 staff members, implementing comprehensive training, and managing bank card portfolios
• Reviewed current liquidation trends and effecting roll rates which improved operations, improved fee production metrics, and completed due diligence on client accounts

• Owned and operated a successful collections and sales agency which required identifying potential clients and completing cold calling
• Utilized superior communication and interpersonal abilities to build rapport with clients, reviewed client contracts, and handled daily administrative operations

Yyyyyy x. yyyyyy

• Branch Manager, FMA Alliance LTD., 2002-2004
• Regional Manager, United Recovery Systems Inc., 1991-2002

Yyyyyy x. yyyyyy

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently seeking a challenging new career opportunity as (JOB TITLE) and am submitting my resume for your review. In advance, thank you for your time and consideration.

As demonstrated in the accompanying resume, my professional qualifications include a strong background in strategic leadership and operations management roles with experience in overseeing complex financial operations, designing innovative operational strategies, and leading cross-functional teams. In addition, I have a demonstrated ability to maintain positive rapport with others and diffuse escalated customer service situations.

To complement my professional experience, I also possess stellar interpersonal and communication skills with an impressive educational background which includes several industry specific training courses.

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy