Chris Wheeles
Jacksonville,FL
Summary
Seasoned and established leader with 20 years of experience in the Collections industry. I started my collections career on the call center floor and increased responsibilities to a range of Leadership Positions. My entire career has been dedicated to ensuring the highest standards of quality, efficiency, and compliance in the debt recovery industry, where I have successfully implemented product strategies, client solutions, and operational improvements that have increased revenue, customer satisfaction, digital outreach, and regulatory compliance. My core competencies include analytical skills, problem solving, and internal compliance, which I leverage to optimize our processes, policies, and performance. I am passionate about delivering innovative and ethical solutions that benefit our clients, our employees, and our communities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
VP of Operational Excellence and Compliance
Enhanced Recovery Company
Jacksonville, FL
10.2022 - Current
- Led and managed 6 Compliance Department teams with over 70 team members, ensuring cohesion with Legal for optimized project execution within regulatory parameters.
- Drove Business Process Improvement initiatives, optimizing internal procedures for increased automation, efficiency, and compliance with Accountable Executives, saving over 1.2 million in total cost in 2023.
- Facilitated training on process optimization and risk mitigation, ensuring a continuous improvement mindset.
- Implemented detective controls to identify and address and mitigate risk, fostering a proactive approach to compliance.
- Developed and implemented new audits annually, ensuring compliance with regulatory, contractual, and internal requirements, without increasing staffing
- Conducted holistic monthly audit assessment reviews, identifying risk trends and implementing action plans for correction.
- Implemented and Verified Policy and Procedure Change Management, ensuring compliance with client requirements and protection of Business interests on 569 SOPs, and the company Compliance Management System annually.
VP of Client Solutions
Enhanced Resource Centers
Jacksonville, FL
10.2021 - 10.2022
- Established and maintained effective cross-departmental communications to support business needs.
- Assisted all departments in troubleshooting and resolution of client/customer issues and process changes.
- Collaborated strategically in External and Internal conference calls and Audits, contributing to action plans and performance summaries.
- Led cross-functional teams to efficiently develop and launch products at scale, managing their lifecycle.
- Mentored and managed a high-performing team of Product Managers, Analysts, and Owners.
- Oversaw product planning and lifecycle management of Websites, Voice Analytics, SMS/Email, MFA, and other Self-service Digital products.
- Communicated and represented product strategy to stakeholders and leadership.
- Assessed and optimized product development sprints, identifying enhancement opportunities.
- Collaborated with Finance to ensure accurate budgets, forecasts, and metrics for products.
- Built effective teams and processes, promoting innovation and customer satisfaction.
Product Manager QM
Enhanced Resource Centers
Jacksonville, FL
10.2020 - 10.2022
- Championed growth initiatives for Quality Management, Compliance, and Agent Experience products within ERC, aligning with business objectives.
- Led a dynamic team to innovate and enhance digital products, focusing on improving Agent experience and leveraging Compliance as a competitive advantage.
- Managed entire product life cycle from strategic planning to tactical implementation, driving market requirements and roadmap planning.
- Collaborated with key stakeholders to develop KPIs and ROI models aligned with ERC business objectives and strategy.
- Documented business needs, market opportunities, and user stories, ensuring effective communication across departments and facilitating discovery workshops.
- Automated nearly 18,000 hours of customer online interactions.
Director Correspondence and OOP Escalations
Enhanced Resource Centers
Jacksonville, FL
12.2017 - 10.2020
- Led strategic initiatives in Correspondence and OOP Escalations, ensuring efficient departmental functions and Client support for over 500,000 Verbal and Written Communications, as well as an additional 600,000+ Credit Report ACDVs annually.
- Developed and implemented process improvements, facilitating internal changes for enhanced efficiency.
- Oversaw training and evaluations for OOP Relationship Managers and Correspondence Managers, fostering team development.
- Maintained adherence to policies and procedures, driving efficiency and compliance in all departmental functions.
Office of the President Relationship Manager
Enhanced Resource Center
Jacksonville, FL
11.2015 - 12.2017
- Led specialized team in real-time resolution of 75,000+ (annually) internal consumer escalations, addressing baiting calls and complaints via various Digital and Telecommunication channels.
- Developed and facilitated training for 5 separate escalation positions, ensuring adherence to legal guidelines and client SLAs.
- Managed and audited 36,000 (annual) unique internal and external complaint investigations, maintaining compliance while addressing systematic and employee remediation.
- Oversaw Operational Assistants, approving Recovery payments and disseminating Audits and Training Advisories to Operations staff.
- Ensured a compliant and efficient work environment, maintaining and updating processes for department.
Education
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FLSkills
- Strategic Planning
- Business Process Improvement
- Product Management Experience
- Global Experience (India, Dominican Republic)
- Budgeting and Finance
- Commercial Awareness
- Industry Expertise
- Internal Control Systems
- Client Relationship Management
- Complex Problem Solving
- ROI Strategies
- Policy and Procedure Development
- Risk and Mitigation Analysis
- Performance Monitoring
- Quality Control Planning
- Data Analysis
- Cross-Functional Collaboration
- Exceptional Organizational Skills
- Great Interpersonal Skills
- Critical Thinking
- Coaching and Mentoring
- Digital Strategies
Certification
- Product Manager Certification 2021 (PCM)
References
References available upon request.
Timeline
VP of Operational Excellence and Compliance
Enhanced Recovery Company
10.2022 - Current
VP of Client Solutions
Enhanced Resource Centers
10.2021 - 10.2022
Product Manager QM
Enhanced Resource Centers
10.2020 - 10.2022
Director Correspondence and OOP Escalations
Enhanced Resource Centers
12.2017 - 10.2020
Office of the President Relationship Manager
Enhanced Resource Center
11.2015 - 12.2017
High School Diploma -
Samuel W. Wolfson High School
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