Sr Director of BD Operations - Hollis Cob

• Feb 2016 - Present

Agency and Legal Network Manager

• Feb 2009 - Sep 2016

As an Agency and Legal Network Manager, I was responsible for managing billions in accounts receivables purchased from diverse issuers and/or secondary markets. My main objective was to achieve the company's financial goals by executing strategy and managing day-to-day operations of the Agency and Legal Network operations and direct reports. Was responsible for establishing and meeting company and departmental revenue goals through the effective development and management of recovery strategies of outsourced agencies and legal firmsAssisted in the development and implementation of the Agency and Legal outsourcing departmentAssisted in managing departmental expenses and revenues to ensure budget goals were metWas responsible for monitoring performance and adjusting recovery strategies as necessary to insure maximum return on company investmentsContributed to strategy decisions such as market share allocation to each outsource vendor and legal firm based on performance trendsWas responsible for managing Agency Network of 23 agencies and a Legal Network of 40 FirmsCommunicated performance results with Agency and Firm Principals, Owners, Senior Operations and Junior Operations Managers on a daily basisOversaw and worked with agency and legal network to address capacity planning opportunitiesWas responsible for overseeing the design and implementation of agency and legal network audit score cardsManaged, coached and develop staff of 10 internal exempt employeesAssisted in the oversight process of remote and onsite audits, development, implementation and maintenance of departmental policies and procedures for Agency and Legal Department Assisted audit team with on boarding due diligence process for perspective agency and legal partnersOversaw the design, implementation and automation of internal reporting structure for our Agency Department

Owner

• Sep 2008 - Jan 2016

Owner/Consultant

• Apr 2006 - Dec 2010

As a consultant, I was responsible for providing value added services that allowed our clients the opportunity to save money while maximizing recovery efforts while ensuring company objectives were successfully met. Project work included but was not limited to: • Preparation and evaluation services for Requests for Information (RFI)/Request for Proposal (RFP) as part of Business Development process• Evaluation of existing quality assurance process to include implementation and change process management of changes made to existing process as needed• Evaluation and creation of reporting and scorecard mechanisms that resulted in increased effectiveness of the client’s accounts receivable operations, • Accounts Receivable training, coaching and development of managers and employees• Vendor Management Services, that included inventory control, portfolio analysis, remittance of funds to client and audit services (Remote and Onsite)• Compliance and Operational Reviews which include evaluation of existing collection strategies, and documentation of current policies and procedures as well as Quality Assurance Reviews• Provided support services to help improve Disaster Recovery contingency planning• Assistant Clients in the implementation , management and reporting results of client surveys’ to help drive internal improvement to existing processes based on their clients’ needs

Data Entry Supervisor Volunteer

• Jan 2006 - Feb 2009

Collection Representative/Compliance & Quality Assurance Supervisor/ Agency Recovery Manager

• Nov 2000 - May 2006

Collection Litigation Support

• Nov 2000 - May 2006

As a collections agent, I was responsible for working with our In-House Attorney Management Group to assist in preventing losses to the bank by attempting to re-age accounts before filing judgments.Initiating calls to cardholders with past due accountsNegotiating Stipulations and Post-Judgment arrangements that will prevent further civil litigation against cardholders,Handle incoming calls from cardholders & setting up payments on accountsHandled escalated and Spanish calls for this unitPerformed skip tracing duties that lead to viable information on cardholders that would allow our Attorney Network to execute bank levies, wage garnishments or liens when necessary, customer service In the twelve months that I worked for this department, I exceeded my flow rates nine out of the 12 months that I was part of this teamWorked front-end collections for three months and was promoted and moved to bucket six collections for the remainder of my duration in this department where I successfully met flow rates on a monthly basis of 60%

Compliance & Quality Assurance Supervisor

• Nov 2000 - May 2006

As a quality assurance supervisor my main responsibility was to create and foster and environment of learning and teamwork between the compliance unit and the operations units. By fostering this type of environment allowed me to align operations processes with both Chase Policy & Procedures but more importantly with federal, state and local regulations. In this role, I performed weekly, daily and monthly operational risk reviews that were used as tools by the operations managers to ensure their departments were aligned with all pertinent policies. I was part of a compliance unit that was responsible for delivering a B Grade on an internal GAD Audit, which was an improvement from the previously failed audit.I helped create internal reviews that were designed to maximize recoveries while at the same time minimized risk through development of best practices across all sites within the organization. As part of this business unit, I was responsible for managing system access for over 600 employees and served as the back up for 2000 other employees.

Operations/Outsourcing Manager

• Nov 2000 - May 2006

As an Operations/Outsourcing Manager I was responsible for managing Outsourced Vendor relationships to ensure performance, service level agreements and regulatory requirements were being met.Was responsible for managing $1.5 Billions dollars in loan losses in 2004 and approximately $8Billion dollars in loan losses in 2005Contributed to strategy decisions such as market share allocation to each outsourced vendor based on performance trendsHelped develop, implement, and monitor performance based incentive programs that helped improve performance 1.5% in twelve months and over 2% in twenty four months.Addressed lost opportunities through daily, weekly and monthly trend analysis, inventory forecast, and goal setting which allowed our team to meet goals year over year in spite lower loss rates and changes in bankruptcy legislation that favored consumers and imposed additional recovery challenges for the collections industry.Developed, implemented and executed operational audits to ensure contractual and fair collection law obligations were being met by outsourced vendors. Inherited In-house and Arbitration Outsourced Vendors in January 2006Developed, implemented and monitored quality scorecards, quality reviews and performance metrics to help drive improvement from $600K in recoveries monthly to $2.1MM in recoveries monthly with our In-house Attorney Network and Arbitration Outsourced Vendors Managed and developed 6 Non-exempt FTE internally at Chase. Was responsible for managing 30 Exempt employees and over 1000 non-exempt employees within the Outsourced Vendor Relationships under my directionOversaw and participated actively in capacity planning with all Outsourced Vendors to ensure files were appropriately staffed for maximum recovery effortsWorked with our Attorney Vendor Management Team to help them establish Policies and Procedures as well as a more structured reporting process that allowed them to track performance in a more useful manner