Vice President - Operations & Compliance

• Mar 2023 - Present

ARM Industry Consultant

• Sep 2022 - Present

Head of Compliance Training (Global)

• Feb 2022 - Jul 2022

How to accurately describe a flourishing position that lasted just a few short months due to changes in the Australian economic environment? In the words for Founder and CEO Josh Foreman: "During his time at InDebted Rick led a complete revamp of our training function across the business. These initiatives led to a material improvement in our QA scores and SLA performance across key strategic clients. Rick delivered exceptional value to our organisation and was a great addition to our company culture. Rick was well respected by all of his colleagues, met all challenges with enthusiasm, and will forever be a part of the journey of our company. Rick, thank you for all of your exceptional work and I wish you all the best on your next adventure." Show less

Director - Training and Development

• Apr 2013 - Feb 2022

Director of learning organization within the company, providing Accounts Receivable Management (ARM) services and solutions for Education, Government, Commercial, Healthcare and Retail clients nationwide. "Collection Services Performed with Pride Since 1982" Director of learning organization within the company, providing Accounts Receivable Management (ARM) services and solutions for Education, Government, Commercial, Healthcare and Retail clients nationwide. "Collection Services Performed with Pride Since 1982"

Director - Training & Development

• Feb 2007 - Nov 2012

OVERALL IMPACT: At one-year anniversary, revenue was up 2.4% with operations staffing down 30.7%. Third-Party collections for only debt-buyers expanded to credit-issuer clients, earning three of the top-ten banks in America (JPMorgan Chase, Bank of America, and Capital One). Launched first-party business unit by working directly with international banking client to capture knowledge, processes, and keys to success for internal deployment. Key-player in company’s growth, starting operations in Denver, Scottsdale, and Buffalo. > Raised new-hire testing proficiencies by 15%, and created and implemented quarterly regulatory compliance testing for the entire enterprise (including support staff) achieving sustained 100% accountability to date. > Assembled key resources and led the creation of the “Leading Edge approach” to successful collections. > Designed and introduced Winning EDGE performance management based on pro-active versus reactive management, to drive revenue via skills development measured by KPIs (Key Performance Indicators). > From a blank-page start, designed, developed, and executed a comprehensive first-party training program producing premier-level service for auto, credit card, mortgage, HELOC, and RV/Marine functional areas. > Working directly with clients, created customer-experience solutions for multiple Fortune 50 compa-nies/clients while driving quality, compliance, and production performance deliverables. > To protect clients, respect the Consumer, and mitigate company exposure, established Account Handling standards, protocols, and close-and-return procedures for all agents, managers, and departments through personal research of every client’s contracts, Work Standards, SLAs (Service Level Agreements). Show less

Vice President - Training, Development & Quality

• Jul 2005 - Feb 2007

OVERALL IMPACT: From 5th and 6th place rankings with three priority clients, to 1st place with all three, against offshore and domestic competition. Agent performance increased 614% and operations performance 759% while total FTEs decreased 2% during same period. FDCPA/Regulatory Compliance training-time reduced 62% while testing performance increased 15%. Reduced new hire learning curve from 120+ days to less than 60. Training and Development team named Best Function of the Year for 2005. > Successfully aligned and developed training programs and staff with operations for this offshore BPO firm of approximately 4,500 staff conducting third-party collections for multiple Fortune 100 clients. > Drove performance excellence by designing and implementing performance management program and dashboards to address the individual, team, department, and enterprise-wide needs and opportunities. > Addition successes, missions, and deliverables included Compliance Officer, raising training records management and operation’s tools to the highest of regulatory and client audit standards, creating job descriptions and introducing 360-degree feedback annual Performance Appraisal process into organization. Show less

Director - Training & Development (Prior: Operations GM)

• 1994 - 2005

OVERALL IMPACT: After multiple years or success in operations, successfully transitioned to a corporate role to create and deliver training and skills-development programs for the organization of 9,000+ in 56 call-center operations across the US, near-shore and offshore. > Created training programs and tools for operations in the U.S., India, and Mexico. Consolidated training operations into OSI University, with four Regional Training Managers, 24 Trainers, and 32 Training Advocates in call-centers across the U.S., training approximately 7,000 new hires annually. > Developed a successful Trainer recruiting process to attract, identify, and hire best-in-class candidates for local call-center operations, complete with development and Train-the-Trainer (T3) certification. > Seamlessly merged staffs from ten acquired companies into one firm by managing and delivering programs with a single shared approach, including programs and support for small, geographically isolated offices. > Provided start-up site support through extended on-site missions in New Delhi, India and Tijuana, Mexico. > Prior operations successes within OSI ranged from entry-level collector and skip tracer to operations management; Collection Manager progressing to over three years as General Manager of a production branch Show less