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Core Competencies ARM Industry Experience Predictive Dialing Expert Business Process Outsourcing Collaborative Leader Revenue Driver Proficient with MS Office Suite Project Manager Performance Driver Process Improvement Specialist Learning Facilitator Managed multiple locations Productivity analysis Modeling and forecasting Proclivity for Information Technology Professional Experience Director - Collection Operations Strategies Transworld Systems Inc. Ft. Washington, PA 2004 - 2020 Partnered and consulted with senior management team to plan and execute business strategy initiatives for $110MM enterprise. Developed high level strategies for letters and dialing. Optimized capacity and improved processes. Developed custom client programming to increase performance, drive revenue and satisfy client demand. Managed team that included analytics, predictive dialing and back office support. Strategies supported first and third party recovery operations as well as legal outsourcing. Developed outsourcing program to deliver an incremental $2MM in annual revenue Introduced and refined scoring and segmentation model to service over 60K small and medium sized clients across a diverse industry base Engineered strategy to reduce annual postage expense by $400K with no revenue impact Introduced email encryption technology in high regulated industry reducing risk to statutory violations and lawsuits Automated client reporting process for payments and inquires that improved efficiencies and reduced clerical expense by $350K Introduced credit reporting program to meet customer demand and facilitate sales Set up specialized client program interface to support $100K in annual revenue Project Manager – Operations Transworld Systems Inc., Langhorne, PA 2003-2004 Managed conversion of twenty regional collection operations from primarily paper files to an automated system. Responsible for planning, structure design, workflow training and execution of plan. Delivered the conversion on time and under budget without impact to the revenue stream or EBITDA. Developed policy and procedures to accommodate the transition by incorporating best practices and applying systemic functionality to enhance productivity. Collaborated with executive management, operations, information technology, accounting and back office support to provide effective solutions. The project resulted in increased revenue and ultimately enabled consolidation and integration thorough future mergers and acquisitions. Developed training and procedural documents to facilitate support conversion and post conversion activity. Enhanced visibility to individual employee productivity Introduced predictive dialing functionality Cost reduction from clerical support and centralization - $320K Director of Operations OSI Collection Services Inc. Langhorne, PA 1999-2003 Managed call center in the receivables management industry specializing in servicing telecommunications and utilities industries. Provided recovery services for multiple telecommunications and utilities clients with full P L responsibility. Managed staff of 150 associates that included collection agents, supervision, analytics and clerical support. Center produced $6MM annual revenue. Set up credit reporting for major telecommunications client Introduced inbound IVR technology Outsourced major telecommunications client to offshore agency in order to increase margin and add required staffing to improve recoveries. Collaborated with legal team to answer regulatory complaints