John Maschal
Bel Air,MD
Summary
Multi-talented Vice President adept at operating in diverse capacities to achieve business goals. Proficient in a wide range of areas, including collections, customer service, and call center operations. Hardworking and proactive leader with a proven history of exercising sound judgement and decision making.
Overview
24
24
years of professional experience
Work History
Vice President, Member Solutions
Aberdeen Proving Ground Federal Credit Union
Edgewood, Maryland
02.2018 - Current
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
- Drove revenue by mitigating delinquency and charge-off loan loss.
- Provided departmental oversight in order to ensure smooth operation of daily activities.
- Negotiated contracts with vendors for services, products and supplies.
- Identified potential areas of improvement in collections process and implemented changes accordingly that improved operational efficiency and productivity.
- Collaborated with legal partners to initiate litigation against delinquent members when necessary.
- Created reports for executive management on past due accounts and delinquency rates.
Member Service Center Manager
Aberdeen Proving Ground Federal Credit Union
Edgewood, MD
06.2017 - 02.2018
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed policies and procedures related to member service operations.
- Conducted regular training sessions for staff on new products, services, and member service techniques.
- Reviewed member feedback and complaints to identify areas of improvement in customer service processes.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Vice President, Customer Service Site Leader
Bank of America
Hunt Valley, Maryland
12.2013 - 04.2017
- Responsible for leading a Customer Service Contact Center focused on Retail Deposits banking customers.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Worked closely with product development and quality assurance teams to serve as voice of customer (VOC) internally and drive resolution of issues.
Vice President, Home Loans
Bank of America
Hunt Valley, MD
08.2011 - 11.2013
- Coordinated cross-functional teams to deliver high quality results within tight timelines.
- Performed periodic reviews of existing loans in order to identify any discrepancies or areas of concern requiring attention.
- Ensured timely disbursement of approved loans according to established guidelines.
Assistant Vice President, Collections
Bank of America
Hunt Valley, Maryland
08.2000 - 08.2011
- Conducted regular performance reviews to monitor progress of individual employees.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Provided innovative environmental initiatives to foster a highly productive work environment conducive to success.
- Assisted in the development of new policies and procedures related to collections activities.
- Provided detailed reports on all collection activities to senior management as requested.
Education
Bachelor of Arts - History
Salisbury University
Salisbury, MD05-2000
Skills
- Operations Management
- Customer Service
- Collections expertise
- Performance Improvement
- Strong communication abilities
- Process Improvement and Optimization
- People Management
- Customer Experience Optimization
- Talent Management
- Budget Planning
Timeline
Vice President, Member Solutions
Aberdeen Proving Ground Federal Credit Union
02.2018 - Current
Member Service Center Manager
Aberdeen Proving Ground Federal Credit Union
06.2017 - 02.2018
Vice President, Customer Service Site Leader
Bank of America
12.2013 - 04.2017
Vice President, Home Loans
Bank of America
08.2011 - 11.2013
Assistant Vice President, Collections
Bank of America
08.2000 - 08.2011
Bachelor of Arts - History
Salisbury University
Similar Profiles
Savannah KeelingSavannah Keeling
Student Security Trainee at Aberdeen Proving Ground MwrStudent Security Trainee at Aberdeen Proving Ground Mwr
Rimar Clark JrRimar Clark Jr
Recreation Aid With Department of the Army at Aberdeen Proving Ground MwrRecreation Aid With Department of the Army at Aberdeen Proving Ground Mwr
Richard ChronisterRichard Chronister
Engineer at Aberdeen Proving GroundEngineer at Aberdeen Proving Ground