SENIOR EXECUTIVE - COLLECTIONS / OPERATIONS
Executive with a record of success directing mid-level managers, supervisors, and agents for third-party collections companies. Proven ability to create strategic planning initiatives that significantly improve operations. Possess a documented history of managing steady growth and exceeding revenue goals.
Recognized for consistently boosting team morale and cohesiveness by creating a high-energy, family-oriented atmosphere, where each individual is valued. Skilled at analyzing and resolving conflict in fast-paced, high pressure environments, and establishing procedures to increase productivity and efficiency of small and large call centers.
"Dave [is] the ever-present motivator with the reassuring voice of stability during times of adversity… and Dave is the inspirational leader who has defined his territory and championed his cause." - Everett Stagg, Former COO, Pioneer Credit Recovery, Inc.
PROFESSIONAL EXPERIENCE
Windham Professionals, Inc., East Aurora, NY
2009 - Aug. 2010
Vice President of Operations
Recruited to manage the company's new U.S. Department of Education contract, with responsibility for a $522 million portfolio of defaulted government loans and a staff of 125 - 175 people in Buffalo, NY and Hendersonville, TN. Accountable for adherence to FDCPA, state laws, and corporate policies.
Iqor (formerly IntelliRisk Management Corp. / Allied Interstate), Buffalo, NY
2006 - 2009
Senior Vice President of Operations
Responsible for the entire U.S. Department of Education contract, as well as Bank of America and Target Corporation. Co-manage an inventory in excess of $1 billion and staff of up to 275 personnel in Buffalo, NY, Columbus, OH and Minneapolis, MN dedicated to the government contract. Accountable for adherence to FDCPA, state laws, and corporate policies.
* For the U.S. Department of Education contract, finished #2 three times in the last six quarters, and was the only company that consistently ranked in the top 5 in the last eight quarters. Earned more than $1 million in government incentive bonuses in 2007 and $750,000+ in 2008.
* More than doubled gross margin on the U.S. government contract from 2007 to 2008, exceeding budget by 4.6%.
* Brought Bank of America's secondary and tertiary credit card portfolios from "middle of the pack" to "best in class" in 2007.
Pioneer Credit Recovery, Inc. (subsidiary of Sallie Mae), Arcade, NY
1998 - 2005
Director of Operations - U.S. Department of Education Contract
Managed $2+ billion inventory, staff of five senior collection managers, 20 collection managers, 30 supervisors, and 200+ collectors. Gained extensive knowledge in applying rehabilitation/consolidations to collect student loan debt.
* Achieved #1 ranking on five occasions for the U.S. Department of Education contracts, out of 12 competitors, for securing the highest total number of points for combined categories.
* Brought in $30+ million in revenue in 2004, without a single lawsuit, successfully meeting budget within 1% of projected revenues and exceeding bottom-line profits projection by 2%.
* Developed a bonus plan that motivated collectors to achieve, which exceeded client expectation and company profits.
* Established a comprehensive training program that reached all levels of staff and management, including weekly floor meetings, group/individual programs, and management development.
* Built a top-producing leadership staff, promoting numerous employees to high levels of responsibility. Mentored five collectors, supporting growth to executive-level positions.
* Improved employee production by developing and implementing a monthly evaluation processes that outlined achievements and areas of deficiencies.
* Recognized by upper management for all aspects of operations and staff management, receiving highest evaluation score out of six directors.
NCO Financial Systems (Formerly Management Adjustment Bureau), Getzville, NY
1988 - 1998
Vice President - Western New York Collections (1996 - 1998)
Senior Collection Manager (1993 - 1996); Supervisor (1988 - 1993)
Directed eight divisions and a staff of 130 managers, supervisors, and collections personnel. Handled such areas as utilities, banking, medical, student loans, legal, and skip trace. Determined team goals, salaries, and commission structures that stimulated company growth. Managed client relations and met objectives.
* Generated record amount of $910,000 in monthly client fees, increasing from $650,000. Boosted individual collector's fees per month from $5,300 to $7,000.
* Recognized industry-wide as ranking #1 for National Fuel, New York State Electric & Gas, Nationsbank, Fleet Bank, Marine Midland, Frontier Cellular, and USA Funds.
* Secured major clientele, including New York State Higher Education, due to exceptional performance on college and guaranteed loan portfolios.
EDUCATION / AWARDS/ MILITARY
Business Management Program, Erie Community College, Buffalo, New York
ACA Scholar in Collection Business Management, American Collectors Association, 1994
Completed all certifications in Collections Management
Gold Quest, Employee of the Month, 1st Executive recipient, Pioneer Credit Recovery, Inc.
Presidential Award Nominee, Top Manager in Sallie Mae/Pioneer Credit Recovery, Inc.
Better Business Bureau Ethics Award, Pioneer Credit Recovery Inc.
Second Class Petty Officer / E-5 / Nuclear Reactor Operator, United States Navy |
