Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Work Availability
Timeline
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Jeffrey Ryan

Buffalo,NY

Summary

30 Years of senior leadership experience in Operations, Business Development, Risk Management, Client Relations, Customer Support, Staff Development and Training. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.

30 Years of Operational experience managing over 500 plus staff across multiple locations. Developed, implemented, and managed process-based culture within several organizations to mitigate internal and client risk exposure. Expert understanding of fundamental business processes combined with strategic and performance-based leadership that ensures strong analytical and communication skills matched with dynamic leadership skills resulting in efficient, profitable, and compliant operations.

Overview

21
21
years of professional experience

Work History

CEO

The Small Business Partners
02.2017 - Current
  • CEO of national small business consulting company that are experts in implementation and optimization of Customer Relationship Management (CRM) software platforms within small business markets. CEO approach focused on leveraging people, process, and technology to help business owners become more efficient, effective and increase revenue.
  • Cultivated forward-thinking, inclusive, and performance-driven company culture to lead industry innovations.
  • Responsible for all operational aspects of business including all business development strategies and execution.
  • Services have produced 200% to 1500% ROI for our clients, which has given each client sustainability and allowed growth.
  • Implemented over (90) new operating systems for clients.
  • Expert in business process development and execution.
  • Developed and implemented all marketing strategies including website and supporting technology solutions.
  • Developed all branding and value propositions.
  • Developed new software verticals and brought them to market.
  • Increased revenue by 250% year over year since launch.

Senior Vice President

Plain Green, LLC
10.2015 - 12.2016
  • Solely responsible for all global contact center operations across (4) contact centers and over 100 staff
  • Responsibilities include ensuring all Service Level Agreements were achieved in areas of Customer Service, Special Handling and Account Servicing internally and via outside vendors
  • Management of compliance and quality expectations across each contact center.
  • Managed (100) staff based on universal Call Center Performance Metrics.
  • Responsible for presenting forecasting and capacity planning for all areas within each contact center.
  • Ensured all Service Level Agreements were achieved in areas of Customer Service, Special Handling and Account Servicing internally and via outside vendors.
  • Increased monthly early out collections by 152% from $500K to $1.2M within 5 months.
  • Increased ROI by 57% from 335% to 536% in first (6) months within Account Servicing department.
  • Consistently achieved 90% or higher scores on all critical Service Level Agreements for each area of Plain Green's call center business.
  • Consistently maintained over 90% Regulatory Compliance and Quality scores across each contact center network.
  • Developed and executed new Customer Service and Account Servicing Call Monitoring Scorecards to ensure consistent quality and compliance scores across each contact center network.
  • Project managed, facilitated, and successfully executed opening of (2) new call centers within first (13) months.
  • Increased staffing by 64% in 2016 by directly managing recruiting process.
  • Developed and executed over (25) new contact center written SOP's (Standard Operating Procedures).
  • Developed several new sales and marketing strategies to be deployed to grow profit center with new call center clients.
  • Identified opportunities to improve business process flows and productivity.
  • Presented and discussed strategy and initiative progress with senior business leaders.

Director of Business Development

Capital Management Services
06.2015 - 09.2016
  • Responsible for all sales and marketing strategies for both Capital Management Services and First Center operations.
  • Developed and implemented new social media marketing strategies for both organizations to increase brand presence within call center and collection markets.
  • Implemented rich content e-mailing campaigns to target over 3000 industry leaders to establish market presence and increase sales revenue.
  • Developed and implemented new web site for First Center to tie back into each digital and social media strategies.
  • Secured new contracts with top financial institutions such as Bank Of America, Discover, Plain Green, LLC, Barclays, Best Egg, and Resurgent Capital which generated $1.1M in gross revenue annually.
  • Leveraged industry trends and competitive analysis to improve customer relationship building.

Director of Risk Management and Client Relations

Capital Management Services
07.2012 - 06.2015
  • Developed and implemented recovery and risk strategies to drive performance and mitigate any regulatory risk for each of CMS's (15) Credit Card/Retail Card clients with staff of (350).
  • Strategies included creating and facilitating internal scoring models and calling strategies that created higher right party contact and conversion rates to maximize liquidation performance and increase long term payers.
  • Successfully prepared, facilitated, and remediated over (60) control, security and account level audits for top credit institutions and debt purchasers such as Bank of America, Citibank, Discover, Barclays, US Bank, Capital One, Chase and Resurgent Capital Services.
  • Implemented all global risk policies, procedures, monitoring, execution strategies and written documents.
  • Developed and managed all metrics produced by each critical area within CMS and their client base to provide detailed understanding of the risk profile within each area of the business.
  • Reported directly to Chief Risk Officer and Chief Executive Officer.
  • In 2013 assisted CRO in the creation and implementation of new Enterprise Risk Management Group to mitigate all internal and client exposure to any regulatory risk.
  • Achieved full compliance with over (15) different credit cards, retail card, debt purchasers and student loan client's standard operating procedures including federal and state regulations, including FDCPA, UDAAP, FDCPA, TCPA, and CFPB guidelines.
  • Developed, drafted, implemented, and facilitated testing of all documented processes, policies, procedures, and controls.
  • Developed and implemented over (200) written policies and procedures across (20) top 100 banking clients.
  • Managed staff of (5) within Enterprise Risk Management Department which includes daily auditing of key controls for each critical client and company processes and procedures to mitigate risk.
  • Aided in securing Bank of America contract which increased CMS revenue by $2.0M in 2013-2015.
  • Attended over (50) key industry conferences and events to identify new revenue opportunities while maintaining current client relationships.
  • Prepared and facilitated over (75) presentations for potential new clients and current clients for quarterly on-site business reviews.
  • Worked directly with Training Department developing over (30) new educational and testing packages for new and existing staff to ensure proper communication to all clients, risk and regulatory changes that impact all areas within CMS.
  • Worked directly with Legal and Compliance Department's regarding all outside communications.
  • Produced and analyzed scorecards and other performance management tools to identify and mitigate risk exposure and monitor progress towards stated project goals.
  • Established and oversaw application of operational risk policies, technology and tools and governance processes to create lasting solutions for minimizing losses.
  • Engaged in complex data analytics, quality assurance and database management to quantify and substantiate observations and lend credence to proposed operational enhancements.

Senior Vice President, Operations

Creditors Financial Group, LLC
01.2002 - 07.2012
  • Reported directly to company President and CEO, managing all operations for mid-sized recovery firm specializing in accounts receivable management with full P&L responsibility.
  • Managed recovery operations, staffing, training, human resources management, vendor relations, and finance operations
  • Prospected and closed vendor contract relationships with large banks, credit issuers and debt purchasers to secure debt placement
  • Promoted 4 times over 10 years- (Director of Collections, Director of Training, VP- Business Development, to Senior Vice President- Operations).
  • Developed collection strategies and scoring models to drive performance and mitigate any regulatory risk for each of CFG's Credit Card/Retail Card clients for a staff of (250) driving new market share by 20%.
  • Facilitated comprehensive RFP responses to secure business from potential clients and personally secured contracts with Bank of America, Chase Bank, US Bank, USAA FSB, HSBC Bank, US Bank, Resurgent Capital Services and Equable Ascent Funding, LLC.
  • Created and executed business plans and detailed collection strategies to guide the company’s growth and efficiency and grew annual revenues from $4.2M to $21.6M from 2005 to 2010.
  • Developed and implemented company risk management program through definition, documentation and testing of processes and controls.
  • Significantly reduced regulatory risk through the creation of enhanced training programs for front line collectors and managers that ensured compliance with all federal regulations.
  • Managed client audit process preparation and remediation efforts to successfully meet client expectations on over (50) control, security, and account level audits.
  • Managed all financial activities for client/program operations, including portfolio performance, client metrics and budget analysis.
  • Grew operations from (9) collectors to 250 collectors in less than (2) years.
  • Developed, coached, and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
  • Developed measurement tools, dashboards, and reports to track metrics on adoption and effectiveness of initiatives.

Education

Bachelor's Degree - Communications

SUNY Buffalo
Buffalo, NY
12.1992

Bachelor's - Communications

Bowling Green State University
05.1991

Skills

  • Operations Management
  • Call Center/Collections Operations Development and Management Expert
  • Customer Service Strategy and Scoring Model Development
  • Leadership and Employee Development/Training
  • Risk & Compliance Management
  • Sales, Marketing and Business Development Strategies
  • Client and Vendor Relations Management
  • Data Analysis & Forecasting
  • Budgeting and Forecasting
  • Policy Development and Optimization
  • Budgeting and Cost Control
  • Productivity Performance

Accomplishments

    Awarded Small Business of the Year by the Cheektowaga Chamber of Commerce 2017


    Awarded Small Business of the Year by the Small Business Administration 2018

Affiliations

Chairman of the Board- Cheektowaga Chamber of Commerce 2023 to Present.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

CEO

The Small Business Partners
02.2017 - Current

Senior Vice President

Plain Green, LLC
10.2015 - 12.2016

Director of Business Development

Capital Management Services
06.2015 - 09.2016

Director of Risk Management and Client Relations

Capital Management Services
07.2012 - 06.2015

Senior Vice President, Operations

Creditors Financial Group, LLC
01.2002 - 07.2012

Bachelor's Degree - Communications

SUNY Buffalo

Bachelor's - Communications

Bowling Green State University

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Jeffrey Ryan