Chris Wheeles
Jacksonville,FL
Summary
Seasoned and established leader with 20 years of experience in the Collections industry. Collections career began on the call center floor as responsibilities increased to a range of Leadership Positions. Always dedicated to ensuring the highest standards of quality, and efficiency. Successfully implemented product strategies, client solutions, and operational improvements that have increased revenue, customer satisfaction, digital outreach, and regulatory compliance. Core competencies include analytical skills, problem solving, and internal compliance, which are leveraged to optimize processes, policies, and performance. Passionately delivering innovative and ethical solutions that benefit clients, employees, and communities.
Overview
27
27
years of professional experience
1
1
Certification
Work History
VP of Operational Excellence and Compliance
Enhanced Recovery Company/ TrueML
10.2022 - 01.2024
- Managed 6 various international teams within Compliance Department, ensuring adherence to legal and regulatory requirements.
- Spearhead efforts on integrating company operations without disrupting workflow or productivity.
- Collaborate closely with Legal department leaders to optimize processes and mitigate risks.
- Lead initiatives to maintain compliance with state and federal laws and regulations, including participation in 100+ client audits and 3-5 regulatory exams annually.
- Provide compliance oversight for recovery and outsourcing projects, as well as vendor management for 20 unique clients.
- Develop audit plans and verify remediation of audit findings, ensuring adherence to compliance standards.
- Analyze identified risks, forecast trends, and develop action plans to mitigate risks.
- Collaborate with clients and stakeholders to address audit assessments and implement necessary controls.
- Implemented Policy and Procedure Change Management, ensuring compliance with regulations, client requirements, and protection of business interests on over 500 documents annually.
VP of Client Solutions
Enhanced Resource Centers
10.2021 - 10.2022
- Lead Client Services, Product, and Customer Escalation departments to meet client needs and drive business outcomes.
- Collaborate with cross-functional teams to ensure product vision and roadmap alignment with business objectives.
- Provide technical support and streamline business operations to enhance customer experience. on over 450,000 minutes of phone communications.
- Manage performance metrics and provide leadership and mentorship to product teams.
- Spearhead technical vision and development of MARS, EVA, and ACE Products. Increasing digital revenue from 3% to 13% for total revenue (Cost Reduction).
- Collaborate with marketing, engineering, and support teams to define product roadmap and strategy.
- Lead product planning, lifecycle management, and cross-functional launch initiatives.
- Mentor and manage product teams, fostering innovation and driving customer-centric Data driven solutions.
- Communicate product strategy and vision to stakeholders, including C-level staff and key customers.
Product Manager QM, Compliance, Agent Experience
Enhanced Resource Centers
10.2020 - 10.2022
- Championed Quality Management, Compliance, and Agent Experience product areas.
- Realization of over 25 million in revenue in first year.
- Innovated and enhanced products to improve agent experience and increase AI ecosystem utilization.
- Collaborate with stakeholders to define product requirements, strategy, and roadmap planning.
- Served as internal and external evangelist for product offerings, conducting sales demos and engaging with key customers.
- Managed entire product lifecycle from strategic planning to tactical activities.
- Develop KPIs and ROI models aligned with business objectives for automation and process improvements.
- Managed entire product life cycle from strategic planning to tactical implementation, driving market requirements and roadmap planning of digital customer outreach and communications.
Director Correspondence and OOP Escalations
Enhanced Resource Centers
12.2017 - 10.2020
- Manage multiple units' production while ensuring compliance with company policies and procedures.
- Oversee resolution of internal consumer escalations and respond to consumer complaints.
- Conduct training and facilitate communication to address highly escalated items and provide solutions.
- Manage and audit internal and external complaint investigations and responses.
- Collaborate with cross-functional teams to streamline processes and enhance efficiency.
- Responsible for E-Oscar Dispute processes (ACDVs/AUDs), All Written Communications, and Operational Support for specialty handling of accounts. Direct back-office support for over 1.1 million work queues annually
Office of the President Relationship Manager
Enhanced Resource Center
11.2015 - 12.2017
- Address escalated calls and situations, providing direction and training to OOP agents.
- Facilitate training on consumer inquiries, refund requests, and credit reporting maintenance.
- Manage internal processes related to Office of the President duties and oversee Operational Assistants.
- Ensure compliance with legal and regulatory requirements while resolving consumer complaints.
- Develop effective work environments and provide leadership and mentorship to team members.
General Manager
Enhanced Recovery Company
01.2009 - 01.2015
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed multiple units with a focus on client performance and company interests. 5-6 Collection Managers and 50-70 collectors.
- Monitored dialer campaigns, schedules, and strategies for maximum efficiency.
- Conducted client audits, maintained performance dashboards, and handled daily inventory management.
- Managed HR processes, including interviews, hiring, and terminations.
- Ensured compliance with company policies and procedures.
Dialer Support Manager
Enhanced Recovery Company
01.2011 - 01.2013
- Led Complete transition to VOIP ATD system.
- Monitored production of all dialing platforms.
- Investigated system issues and provided recommendations for improvements.
- Provided training on dialing platforms and production reporting.
- Analyzed data to optimize dialer usage and facilitated dialer change control tickets.
- Served as an operational point of contact for dialing and skip tracing vendors.
- Operated and routed incoming calls to appropriate departments.
Collections Supervisor
Enhanced Recovery Corporation
06.2006 - 01.2009
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
- Managed a single unit with 10-15 collectors.
- Provided training, coaching, and development for collectors.
- Conducted meetings to discuss expectations and address performance issues.
- Enforced company policies and strategies for maximum efficiency.
- Ensured compliance with client SLAs and company SOPs.
Debt Recovery Specialist
Enhanced Recovery Company
08.2005 - 06.2006
- Collected on various types of third-party delinquencies.
- Located and contacted consumers, negotiated payment arrangements, and maintained professional documentation.
- Ensured regulatory compliance.
Sales Account Manager
Champion Brands LLC
01.2003 - 08.2005
- Managed assigned territory or business.
- Maintained customer relationships and improved sales and profits.
- Responsible for inventory management, pricing, and account information.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
CDL Flex Delivery Driver
Champion Brands LLC
01.2001 - 01.2003
- Trained newly assigned delivery drivers and fulfilled delivery requirements on any vacant routes to maintain customer sales.
- Conduct inspections of vehicle before departing to deliver products
- Deliver orders to customers on assigned routes
- Unload products at customers location according to company's specifications
- Review deliveries with customers to ensure products meet their needs
- Compete all end of the day deposits, invoices, reconciliation paperwork and transmit orders for the days deliveries
CDL Delivery Driver
Champion Brands LLC
01.2000 - 01.2001
- Conduct inspections of vehicle before departing to deliver products
- Deliver orders to customers on assigned routes
- Unload products at customers location according to company's specifications
- Review deliveries with customers to ensure products meet their needs
- Complete appropriate paperwork and invoicing according to company policy
- Compete all end of the day deposits, reconciliation paperwork and transmit orders for the days deliveries
Warehouse Operator
McKesson HBOC
01.1999 - 01.2000
- Managed order fulfillment and operated power equipment.
- Packed orders for shipment and maintained records using RF scanning equipment.
- Assembled pallets and crates for secure transportation of materials.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
Grocery Department Manager
Winn Dixie Supermarket
01.1998 - 01.1999
- Maximized sales performance with effective inventory management and stock rotation practices.
- Boosted grocery sales with top-notch merchandising abilities and expertise in implementing effective promotions.
- Enhanced customer experience by addressing inquiries, resolving issues, and providing exceptional service at all times.
Laborer
McGowan Contracting
06.1997 - 01.1998
- Improved worksite efficiency by maintaining clean and organized work areas.
- Followed instructions and safety protocols while operating machinery and equipment.
- Collaborated on diverse projects requiring effective communication between multiple tradespeople for seamless execution.
- Helped while supervised Roofing, Framing, Concrete and Brick work.
Education
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FL04.1997
Skills
- Strategic Planning
- Business Process Improvement
- Product Management Experience
- Global Experience (India, Dominican Republic)
- 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
- Coaching and Mentoring
- Inventory Management
- Delivery Logistics
Certification
- Product Manager Certification 2021 (PCM)
Timeline
VP of Operational Excellence and Compliance
Enhanced Recovery Company/ TrueML
10.2022 - 01.2024
VP of Client Solutions
Enhanced Resource Centers
10.2021 - 10.2022
Product Manager QM, Compliance, Agent Experience
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
Dialer Support Manager
Enhanced Recovery Company
01.2011 - 01.2013
General Manager
Enhanced Recovery Company
01.2009 - 01.2015
Collections Supervisor
Enhanced Recovery Corporation
06.2006 - 01.2009
Debt Recovery Specialist
Enhanced Recovery Company
08.2005 - 06.2006
Sales Account Manager
Champion Brands LLC
01.2003 - 08.2005
CDL Flex Delivery Driver
Champion Brands LLC
01.2001 - 01.2003
CDL Delivery Driver
Champion Brands LLC
01.2000 - 01.2001
Warehouse Operator
McKesson HBOC
01.1999 - 01.2000
Grocery Department Manager
Winn Dixie Supermarket
01.1998 - 01.1999
Laborer
McGowan Contracting
06.1997 - 01.1998
High School Diploma -
Samuel W. Wolfson High School
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