Dean King
Wilmington,NC
Summary
I am a transparent, hands on, data driven leader, continuously looking for a way to be more effective and efficient by improving processes and procedures while setting the customer experience in the forefront. I thrive in a fast paced environment while I push to develop the next generation of the company's leaders while being guided by my motivating factor, "to enrich the lives of everyone I come in contact with both professionally and personally." I have extensive experience in Management, Compliance and Audit. During my career, 15 years has been in Management, and eight years working in Compliance & Audit functions where I spent five years maintaining, managing and creating all Internal Audit functions for a Top 12 National Bank's Default/Collections Department to include Sarbanes Oxley, OCC, Internal Audit and Vendor Relations functions. I have worked in a call center environment for the past 17 years and I excel at motivating, developing and building relationships, effective teams and leaders.
Overview
26
26
years of professional experience
Work History
Security Staff Manager
PNC Bank, NA
07.2010 - Current
- As a Security Staff Manager, managed day to day operations of security technology and programs, assessed resources that enable security control effectiveness, and monitored trends to continuously assess staff/security system capabilities
- As an Operations Manager, managed a blended Inbound and Outbound Dialer Team while assisting with support functions as needed
- Drove process improvement, increased coaching/mentoring and encouraged engagement, which increased the average monthly accounts worked from 2,000 per front line blended agent to 5,000 over a two and a half year period
- My Inbound Team maintained a 5% ABN rate with an ASA Of 8 seconds and an AHT of 5:40
- Utilized time studies and standard work, built and modified business cases to validate workforce needs
- Utilized a structured coaching platform to drive a develop-minded culture which became a feeder for other Operations Teams
- Maintained the highest monthly standard phone quality scores within multiple collection sites
- Standardized a new hire training process which included class room, virtual learning, instructor, lead and peer training
- Instituted daily, weekly and monthly contests and rewards for employees to include, but not limited to, "Big Buck" trophies to pass around, 100% quality certificates, branded merchandise for continuous months of 100% quality, daily snacks, quarterly pizza, etc.
- Recognized by my peers for pushing best practices and system knowledge as it relates to Inbound and utilized these skills to assist a sister site in decreasing their Inbound ABN rate from 40% to 5% in approximately 45 days
Manager
KeyBank N.A
07.1997 - 07.2010
- Began as a phone agent and progressed through the ranks, touching all products and processes within the Default Department
- As a Operations Manager, managed daily aspects of a 150+ employee collection shop, including all shifts, Outbound, Inbound, Recovery, Training, Vendor Relation and Compliance
- As Compliance Manager/Analyst, I received my Six Sigma Green Belt Certification while completing and working on multiple projects
- Created policies and procedures to include a SAR and OFAC policies. The OFAC policy was instituted at two MGT levels higher and then rolled down within all Risk Management
- Created, maintained and reported on monthly, quarterly and annual Compliance/Procedure testing to include, but not limited to Sarbanes Oxley
- Researched and created specific regulatory required documents, i.e. PA ACT91 and NJ Foreclosure Act to ensure compliance with all Federal and State regulations
- Traveled and monitored vendor relationships for three outsourced locations (Allied International Credit in Newmarket, ON, The Collection House in Toronto, ON and Encore Receivable MGMT in Olathe, KS) which included testing and training the front line agents, management and bank on-site representation.
Education
John Hay High School
1987
Skills
- Team Management Understanding
- Coaching Staff Management
- Workflow Analysis
- Customer Service Process Improvement
- Effective Multitasking
- Interdepartmental Collaboration
- Staff Training
- High-Volume Environments
- Business Solution Implementation
- KPI Tracking
- Customer Relationship Management
Military Service
U.S. Army
- Served in the U.S. Army in Field Artillery
- Promoted from an E-1 to an E-4 in 13 months
- Trained to work with Nuclear and Chemical weapons and held Security Clearance
- Held the position of Asst. Training NCO while I was Battery Clerk & Captain's Driver
- Received the Humanitarian Service Award and an Honorable Discharge
Timeline
Security Staff Manager
PNC Bank, NA
07.2010 - Current
Manager
KeyBank N.A
07.1997 - 07.2010
John Hay High School