Christopher Lippart

In this newly created, dedicated role, I was tasked with the expansion and development of Asset Recovery Solutions' digital platform. This platform is a critical component to the long term success of the company as it is the newest way of connecting with borrowers who do not wish to call a debt collection agency.

Core Responsibilities

• Analyzed, developed and actively used data and KPI, made informed strategic decisions and created accountability for results.
• Built workflows for borrower interactions coming from a LIVE CHAT feature, email communication and borrower interactions with the Company's self service portal.
• Trained and developed staff to provide a high level borrower experience in a fast paced, digital environment while maintaining exceptional compliance quality standards.
• Partnered with other management members to analyze text/email 'campaigns' to borrowers/measure their efficacy and make recommendations based on observable data.

As the Site Director of Operations, I oversaw the start up of a new call center in Rockford Illinois. My responsibilities were to grow the site from a handful of employees into a highly profitable, efficient call center responsible for helping grow client relationships

Core Responsibilities

• Oversaw the day to day operations of a team of 27 collection agents and 3 supervisors
• Recruited and hired staff to fill openings
• Conducting new hire onboarding and training - was also responsible for disciplinary decisions for any appropriate circumstances.
• Performed continuous evaluations of staff, including employee development, successes and failures, and used Performance Improvement Plans to address sub-performance.
• Assisted in onboarding of new projects and clients as needed
• Oversaw teams of supervisor who provided support to staff.
• Collaborated with fellow management to achieve organizational goals and objectives.

In this role, I shared responsibilities for developing Asset Recovery Solutions second call center located in Whitewater WI.

Core Responsibilities

• Oversaw the day to day operations of a highly profitable call center staffing up to 50 employees
• Developed monthly/daily goal setting and KPI metrics to help support employee and call center success
• Trained, coached and mentored staff to help achieve monthly goals while maintaining a high degree of compliance
• Oversaw development of leaders including team leads, supervisor and training staff

In this leadership position, I was integral in developing staff into performers, identifying sub performers, assisting them in development or implementing improvement plans.

• Trained and mentored new employees on collection methods, documentation requirements, compliance and achieving monthly goals
• Managed KPI expectations and set individualized paths forward to achieving goals for employees; use Performance Improvement Plans and Progressive Disciplinary Action as necessary
• Oversaw the staff within many different departments and delinquency stages
• Managed attendance records for employees and collaborated with Human Resources to address deviances within the Company policies