Eric McCallie

• Managed a team of customer care representatives handling all customer and provider questions related to benefits, networks, medical claims, and provider participation.
• Answered questions.
• Conducted monthly meetings with individual agents to discuss their performance.
• Reviewed QA scores and coached agents on various changes to plan partners' benefits grids.
• Handle escalation calls from providers and members regarding claims, referrals, and troubleshooting issues.
• Completed bi-weekly payroll for 17-20 employees.

• Company Overview: State of Illinois’ City of Chicago
• Managed a team of 17-33 CSRS and two team leads, providing travel information to residents of the Metro Chicago area.
• Monitor calling Que.
• Handle escalation calls as well as Kudos calls.
• Provide feedback on QA scores.
• Develop training modules.
• Monitor production results.
• Develop a month-end presentation to present to the client.
• Submit daily production reports that outline key KPI/SLA, such as AWT, AHT, ASA, abandonment rate, attrition rate, and individual and team QA scores.
• Responsible for ensuring that payroll was completed promptly each week, as well as forecasting future headcount, using workforce management historical data and principles.
• Building schedules to optimize inbound call impact.
• Conducting individual 15 to 20-minute weekly one-on-one meetings with team members.
• Assisted in the leveraging and development of technology to create a chatbot to aid commuters with their travel search.
• Developed business case scenarios to justify production strategy changes.
• State of Illinois’ City of Chicago
• Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
• Checked facility, employee work, and service levels to maintain compliance with company and industry standards.
• Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
• Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
• Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
• Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
• Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
• Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
• Introduced various initiatives aimed at improving employee engagement levels within the workplace which led to reduced turnover rates amongst staff members.

• Assist Premier Banking clients with their wealth management plans.
• Assist with opening and closing of CDs, IRAs, checking, and Savings accounts.
• Replacement of lost or stolen cards.
• Checking fraud activity on customers’ accounts, ensuring that mortgage documents are accurate before submitting to the board for final financing.
• Collection of overdrafts on their checking accounts.
• Increased company revenue by 50 % by selling various investment products.

• Managed team of specialists working on aging bankruptcy accounts for Hyundai of Canada, Ferrari of North America, Nationwide Bank, and Global Lending Solutions.
• Work directly with the Bankruptcy Court and the Trustee to solidify and file Proof of claims.
• Direct contact with clients and attorneys relative to imminent repo and repossessed vehicles.
• Prepare monthly reports and conduct monthly conference calls, and daily production reports.
• Submitted motion to the U.S. Bankruptcy Court's trustees for distribution of chapter 13 payments.

Responsible for overseeing the day-to-day operations, including the purchasing of collection files, managing employees, ensuring compliant standards are adhered to, responding to attorney general complaints, tracking liquidation rates, ensuring monthly budgets are met, developing dialer strategies, tracking customer contacts, administrating monthly, quarterly and annual evaluation on agents, as well as forecasting companies monthly financial targets.

• Coded and entered at least 75 invoices each day into in-house accounting software.
• Researched accounts and completed due diligence to resolve collection problems.
• Reviewed, researched, and corrected discrepancies and customer concerns.
• Oversaw daily posting of payments to customer accounts.

• Responsible for managing a collection file of card credit, student loan, and auto deficiencies to meet and/or exceed a monthly goal, while adhering to FDCPA guidelines, while achieving individual monthly goals of 10k.
• Streamlined debt collection processes for increased efficiency in the workplace.
• Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
• Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
• Evaluated, researched and resolved discrepancies.
• Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.

• Responsible for managing a group of 10 to 17 dialer agents working to meet monthly objectives and client requirements.
• Managed monthly liquidation rates on key clients and reviewed calls to ensure that agents were within compliance.
• Developed weekly and monthly collection reports and implemented strategies to target high-value accounts.
• Meet monthly service level agreement of 85k each month.

• Assisted collectors in meeting monthly departmental goals.
• Trained and developed new hires in the areas of reducing NSF, improving liquidation rates, and key client standing.
• Monitored calls to ensure FDCPA compliance was in line with client and company standards.
• Meeting Services Level Agreements of 2.5 million dollars collected per month.

• Responsible for training and developing new collectors.
• Reduced NSF rates and improved liquidation rates for key clients.
• Monitored collector calls to ensure FDCPA compliance standards were met.
• Achieve a monthly SLA of 100k.
• Researched accounts and completed due diligence to resolve collection problems.
• Reviewed, researched, and corrected discrepancies and customer concerns.
• Oversaw daily posting of payments to customer accounts.
• Improved overall collections efficiency by implementing strategic collection plans and processes.
• Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
• Worked with legal resources and recovery teams to manage default issues.
• Reduced delinquency rates with proactive account monitoring and timely communication.
• Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
• Enhanced team performance through regular training, coaching, and feedback sessions.
• Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
• Established procedures for collection of past due amounts.
• Contacted customers to discuss late payments and options for remitting amounts due.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Established strong relationships with customers, fostering open communication channels for effective debt resolution.
• Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
• Supervised staff of collectors, monitoring phone calls and letters.
• Increased recoveries by negotiating favorable repayment terms for clients and customers.
• Successfully implemented new technologies and process automations to encourage continuous improvement.
• Followed prescribed scripts and maintained a friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Generated and mailed updated statements monthly and processed demand letters.
• Contacted clients with past-due payments and actively monitored payments due from clients.
• Streamlined collection procedures for increased productivity and reduced manual efforts.
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Conducted investigations of customer accounts and payment histories.
• Adhered to established guidelines to increase profits and collect supplier payments.
• Maintained compliance with federal, state, and local regulations governing debt collection practices.
• Monitored industry trends and best practices to continuously improve collections operations.
• Posted receipts to the appropriate general ledger accounts.
• Collection Streamlined c procedures for increased productivity and reduced manual efforts.
• Maintained compliance with federal, state, and local regulations governing debt collection practices.
• Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Streamlined collection procedures for increased productivity and reduced manual efforts.
• Supervised invoice processing, purchase orders, expense reports, credit memos, and payment transactions.
• Posted receipts to the appropriate general ledger accounts.
• Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
• Accessed credit records to evaluate customer credit histories.
• Set up and updated customer accounts and CRM with interactions, payments, and personal information.
• Coded and entered at least 100 invoices each day into in-house accounting software.
• Posted receipts to appropriate general ledger accounts.
• Streamlined collections procedures for increased productivity and reduced manual efforts.
• Maintained compliance with federal, state, and local regulations governing debt collections practices.

• Responsible for reviewing delinquent account records and contacting customers regarding overdue accounts.
• Maintained positive customer relationships to encourage additional growth.
• Reviewed and resolved invoice issues.
• Investigated customer complaints on medical billing discrepancies for resolution.
• Negotiated settlements with problem accounts.
• Used collection metrics to monitor success and recommend adjustments to the collection strategies, when appropriate.
• Provided timely and accurate monthly reporting of results, including the identification of fluctuations and variances, and the recommendation of corrective measures.
• Processed cash and check deposits into the company’s bank account.
• Hit monthly collection goal of 200k.

• Responsible for overseeing the promotional program for one of the largest residential mortgage lenders.
• Managed a team of twenty mortgage consultants cross cross-selling mortgage products to existing customers.
• Monitored sales consultants’ conversations to ensure effectiveness, efficiency, and quality standards were met.
• Scheduled daily production calls and tracked promotional program performance.
• Facilitated weekly client calls to discuss promotional programs and performance.
• Trained in mortgage laws and guidelines.

• Collection Manager, reporting directly to the Assistant Vice President of Collections, responsible for managing a staff of 40+ collectors and supervisors to ensure production goals and compliance standards are met.
• Prepared monthly, quarterly, and year-end reports.
• Conducted call monitoring sessions to ensure that client work standards are achieved on each customer contact.
• Prepared monthly, quarterly, and annual performance evaluations on the leadership team as well as agents.
• Developed action plans to improve the department’s overall performance.
• Implemented focus sessions to discuss roll rates performance, loss projections, and compliance standards, when necessary.