Bryan Hanford
Blue Springs,Missouri
Summary
Dynamic Operations Manager at MTFSAuthority, skilled in enhancing efficiency through strategic planning and performance analysis. Proven track record in staff training and development, fostering a motivated team environment. Adept at conflict resolution and process improvement, consistently achieving operational excellence and driving team success.
Overview
22
22
years of professional experience
Work History
Operations Manager
MTFSAuthority PKA Red Cedar Services Inc.
Miami, OK
11.2014 - Current
- Developed and implemented operational policies and procedures to enhance efficiency and compliance.
- Monitored key performance indicators to assess operational effectiveness and identify areas for improvement.
- Conducted staff training sessions to elevate team performance and ensure adherence to company standards.
- Organized and coordinated training sessions for new employees.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Identified project needs by reviewing project objectives and schedules.
- Resolved conflicts among team members by providing creative solutions that addressed all parties' needs.
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Troubleshot and resolved non-technical issues using support documentation and training.
- Prioritized needs and delegated assignments to simultaneously handle multiple projects.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
- Managed communication channels between various teams involved in the execution of complex projects.
- Completed day-to-day duties accurately and efficiently.
Supervisor
Red Cedar Services Inc.
Olathe, KS
11.2014 - 01.2018
- Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
- Coach, train, develop, and monitor agents to maintain high customer service and collection standards.
- Planning to maximize the productivity of resources (agents, dialer system, etc.)
- Develop objectives for the call center's day-to-day activities.
- Acting as an escalation point for difficult or complaint calls.
- Conduct staff meetings.
- Supervise staff daily.
- Prepare and deliver employee performance reviews.
- Assist floor representatives with any outstanding questions and/or concerns.
MIT (manager in training)
CITY GEAR LLC
Independence, MO
07.2013 - 10.2016
- Executed merchandise directives, including ad sets and promotional updates, consistently.
- Managed payroll through effective scheduling to meet business needs and reduce theft.
- Trained staff on operational excellence while maintaining an organized work environment.
- Fostered a cohesive, team-oriented atmosphere, promoting understanding of cultural elements.
- Analyzed daily and monthly sales reports to identify trends and improve performance.
- Assisted in social media marketing and promotional maintenance to enhance online presence.
- Supervised staff during scheduled shifts, ensuring adherence to company standards.
- Resolved customer complaints efficiently to maintain satisfaction and loyalty.
Collections Representative
AMG Services Inc.
Overland Park, KS
12.2010 - 09.2014
- Established contact with customers to resolve outstanding balances and delinquent accounts.
- Educated customers on payment options while addressing sensitive financial situations professionally.
- Analyzed and processed customer inquiries promptly, ensuring compliance with confidentiality policies.
- Contributed to team objectives by achieving performance goals and fostering a positive work environment.
- Maintained high performance levels, consistently meeting personal and team targets.
- Trained new representatives on company policies and procedures, adhering to FDCPA guidelines.
Collections Representative
Phoenix Debt Management
Kansas City, MO
12.2007 - 12.2010
- Contacted customers through outbound and inbound calls to resolve delinquent accounts and outstanding balances.
- Maintained customer accounts by ensuring accurate and complete updates.
- Discussed sensitive financial situations with customers, providing education on available payment options professionally.
- Executed additional tasks to support collections team effectively.
- Contributed to team goals and participated in company improvement initiatives.
Assistant Manager
QC Holdings
Overland Park, KS
12.2003 - 06.2006
- Assisted customers with payday loans, check cashing, and money transfer services.
- Executed weekly audits of loan inventory, store expenses, cash vault, and cash drawers.
- Conducted outbound collections on delinquent accounts to recover outstanding balances.
- Reviewed and clarified loan contract details with clients to ensure understanding.
- Submitted daily revenue reports to area and regional manager for financial oversight.
- Supervised and trained employees to enhance team performance and service quality.
- Maintained accurate records of customer files for compliance and reference.
- Managed opening and closing procedures of storefront location efficiently.
Education
Mass Communications
KANSAS STATE UNIVERSITY
Manhattan, KS05.1996
High School Diploma - General Studies
MANHATTAN HIGH SCHOOL
Manhattan, KS05.1994
Skills
- Efficiency and organization
- Attention to detail
- Dependability and trustworthiness
- Motivational support
- Quick learning
- Adaptability and helpfulness
- Project management
- Performance analysis
- Conflict resolution
- Process improvement
- Team leadership
- Strategic planning
- Key performance monitoring
- Staff training and development
- Data analysis
- Project coordination
- Schedule management
- Onboarding processes
- Critical thinking
- Interview preparation
Timeline
Operations Manager
MTFSAuthority PKA Red Cedar Services Inc.
11.2014 - Current
Supervisor
Red Cedar Services Inc.
11.2014 - 01.2018
MIT (manager in training)
CITY GEAR LLC
07.2013 - 10.2016
Collections Representative
AMG Services Inc.
12.2010 - 09.2014
Collections Representative
Phoenix Debt Management
12.2007 - 12.2010
Assistant Manager
QC Holdings
12.2003 - 06.2006
Mass Communications
KANSAS STATE UNIVERSITY
High School Diploma - General Studies
MANHATTAN HIGH SCHOOL