Experience

FFAM360 Alliance of Companies

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Director Of Operations

  • Jul 2016 - Present

  Allan Guthrie leads our Atlanta center for all Banking and Medical clients as a industry expert with decades of experience implementing and creating best practices and proven strategy with an extremely successful track record of advising companies and operations on compliant, efficient processes and proven regulatory compliance solutions while maintaining competitive results. Hired to instill manual and automated dialing strategies, processes, scoring, call analytics, call routing, and regulatory compliance, along with measurements that drive performance in a compliant, repeatable, and customer-focused manner.



ALG Consulting Group, LLC

• Atlanta, GA

• Managing Partner

  • Apr 2015 - Jul 2016

  Consult with call centers to provide best practices and proven strategy recommendations. Advise on compliant efficient processes and proven regulatory compliance solutions to drive results the right way and get ahead of the competition. Additionally, established relationships as an ISO with multiple world class payment processing companies that specialize in service to the call center and collections industry. Consult with call centers to provide best practices and proven strategy recommendations. Advise on compliant efficient processes and proven regulatory compliance solutions to drive results the right way and get ahead of the competition. Additionally, established relationships as an ISO with multiple world class payment processing companies that specialize in service to the call center and collections industry.



LiveVox

• United States
• Software Development
• 300 - 400 Employee

• Senior Operations Consultant

  • May 2013 - Apr 2015

  Hired to advise existing client base on best practices in process to effectively utilize LiveVox’s integrated predictive dialer, cloud contact center solution – ACD, IVR, Call Recording, Business Analytics. Additionally, provided leadership and presentation skills to support sales efforts generated by the Inside Sales Team. Dramatically increased the company’s sales performance. Key Contributions:  Increased signed contracts from only 2 in 2013, to 39 in 2014 without increasing operational spend.  Generated over 70% of the company’s new business.  Broke ALL Inside Sales company records managing the company’s lead generation performance.



Financial Asset Management Corporation

• United States
• Financial Services
• 1 - 100 Employee

• Vice President of Operations

  • Oct 2011 - Apr 2013

  Recruited to re-establish competitive standing on the U.S Department of Education collections contract. Established compliance with all federal contract requirements, guidelines, and regulatory provisions. Stabilized and transformed a low-performing team with low morale thorough analysis and revisions of structure. Redefined workflow process from initial placement to closure, including all collector, supervisor and manager activity requirements, inventory segmentation, and distribution of accounts, scoring analytics, review standards, and tracking. Revised compensation/bonus plans, focusing on key performance metrics company-wide. Directed three sub-contracting firms, including the RFP process for selection. Managed multiple departments, multiple sites and budgets of over $2M net per month. Key Contributions:  Decreased consumer complaints by 29% and consumer lawsuits/threatened lawsuits by 56% year over year by creating simplified, clear, mandatory collector and manager call scripting and consistent communication, tracking, and training.  Decreased turnover by 54% year over year with “Training Bay” concept to provide employee retraining and development in deficient areas while keeping employees in the production environment.  Exceeded previous quarterly gross revenue record by 18.73% with a yearly $42,841,462 average gross $ per quarter (compared to the quarterly average of the prior four years).  Increased monthly per head revenue by 96.53% to $201,133 per head, from $102,338 monthly per head (over the prior four years). This is also a record for the company.



Focus Receivables Management

• Financial Services
• 1 - 100 Employee

• Director of Operations

  • Dec 2010 - Oct 2011

  Directed a call center staff of 72 employees responsible for revenue collections on auto deficiency and end of term lease clients, including Mercedes Benz, Honda, Ford, Chrysler, and Toyota. Charged with taking over a neglected and under-performing department in danger of losing its key clients; assessed existing processes and leadership capabilities and turned over entire management staff within the first 60 days. Rebuilt management staff through a combination of in-house promotions and targeted recruitment of outside talent. Instilled superior tracking methodologies and team-building exercises to recognize achievement and improve morale. Key Contributions:  Completely revised workflow processes and inventory segmentation along with proper execution of basic collection strategies to improve consistency and competitiveness.  Stabilized relationships with clients and increased client share in several areas.  Increased gross revenue by 27% year over year despite being faced with a total rebuilding of a broken operation from top down and starting from scratch – within 11 months.



Fidelis Recovery Solutions

• Marietta, GA

• Equity Partner, Vice President of Operations

  • Dec 2008 - Dec 2010

  Recruited in as equity partner of near start-up call center operation focused on receivables management. Directed all facets of front-line operations. Managed Banking, Healthcare, and Retail collections. Revised all front line processes including scripts, system configurations, recruiting and hiring. Developed and oversaw highly-efficient dialer/score strategy which resulted in steadily increasing revenue. Trained constantly. Maintained state licensing. Oversaw all complaints and issue resolutions. Worked in the trenches and collaborated with staff frequently to improve office culture, job satisfaction of employees and productivity levels. Key Contributions:  Achieved 63% increase in average per head revenue from start to finish of my tenure.  Increased monthly revenues by over 300% during my tenure.



West Asset Management

• Marietta, GA

• Director of Operations

  • Apr 2003 - Nov 2008

  Hired to oversee all facets of operation (planning, organizing, directing, and controlling) for the Credit Card Division, supporting key client, Capital One. Prior to my arrival this main client was threatening to terminate contract. Increased liquidation results by consistent improvement to processes, intensive constant training, and dynamically improved office culture. Managed significant volume of Bank, Healthcare, Retail, and Purchase debt. Eventually promoted to Director of Operations of front-line collection operations for the U.S Department of Education (large) contract. Key Contributions:  Increased number of staff from 20 to over 80 on Capital One business within initial two-year time frame by competitive dominance - resulting in numerous awards of client share increase which quadrupled our size.  Consistently #1 or #2 among six competing agencies on highly valued client Capital One out of six competing agencies. Earned recognition and maximum client share as a result.  Achieved 400% increase of annualized net revenue for Capital One within two years growing from $1,000,000 to over $5,000,000 net per year. This was achieved organically by maximum client share increase from ultra-competitiveness.  Increased first 90-day liquidation results by 30% by implementing cutting edge business segmentation and scoring strategies.  Dominated as #1 ranking agency for my final nine months straight of tenure within this role. We built a Dynasty here.  Earned #1 quarterly ranking on Department of Education (large) contract verses 11 other agencies for the first time in over five years for the company, by implementing strong processes, controls, inventory control strategies, and motivation.



Nationwide Credit, Inc.

• Financial Services
• 100 - 200 Employee

• Director of Operations

  • Aug 1996 - Mar 2003

  Was ultimately responsible for operations of call center branches with staffing from 70-125 agents for competitive clients such as American Express, New York Higher Education, Massachusetts Dept. of Revenue, along with various other Bank, Healthcare, and Retail clients. Opened the Endicott, NY office, given overall responsibility for all facets of this brand new start-up call center operation, including planning, budgeting, hiring, training, and client relations. Key Contributions:  Grew Nationwide Credit’s largest call center and key client, American Express in Ft. Lauderdale, FL from monthly revenues of $600k net up to $950K net during my tenure.  Developed “Gatekeeper Program,” which decreased headcount, increased profits, and gave us greater competitiveness, significantly increasing our overall liquidation numbers. It was implemented throughout the entire company.  Grew Boston, MA location by 150% from $200k net to $500k net per month during my tenure, on clients American Express and the Massachusetts Dept. of Revenue with only a minor increase in staff.  Won and kept #1 ranking with New York Higher Education, Endicott’s key client, verses seven other agencies with only new hires.