Julie McCarthy Larkin

Responsible for 250+ customer service and claims processing operations associates in multiple states.  Drove operational efficiency and process improvements through six sigma projects and new technologies.

Lead a team of Six Sigma Black Belts, Master Black Belts, Lean and technology leaders responsible for driving business growth and process improvements resulting in operational efficiency, sales growth, and new to the world business processing technologies.

Responsible for all areas of marketing including strategy, direct mail and lead generation, marketing material development, market research and analysis, and new market development. Led a team of 30 marketing professionals through multiple business acquisitions and integrations. Responsible for the development and implementation of company's first lead generation system supporting over 500 insurance sales representatives, developed new go to market strategy after extensive market research and analysis resulting in niche market development and new sales model.  Recognized as Top 1% of GE Capital leaders with Pinnacle Trip Award.

Responsible for Retail Credit Portfolio Management and overall client relationship with Australia's largest retailer. Developed and implemented marketing strategy and collaborated with client marketing executives to relaunch their retail credit card and brand.  Primary client interface for customer service and operations trouble shooting.

Responsible for credit sales account growth and usage through the use of direct marketing strategies including direct mail, in-store events, consumer analysis through focus groups and surveys, and premium sourcing and supplier management. Managed a $15M budget and part of a 6 person team that delivered over $250M annual incremental credit sales.

Responsible for collections inbound call center with 200 + associates. Reduced employee turnover from 23% to 1%, Improved dollars collected/hour by 17%, Reduced operating cost by 10%. Recognized as top leader among 23 leaders with Summit Club Award. Responsibilities included hiring, terminations, employee development, budget management, team leadership, introducing new technologies, and process efficiency.

Held various leadership roles including Collections Manager responsible for 60 associates, New Accounts and Credit Team Manager responsible for 13 associates, Project Manager for largest retail credit portfolio business and systems integration, and Marketing Specialist supporting client relations, new account growth and retention, and credit card usage.  Results included design and implementation of new collections strategy impacting 500 associates, improving ROI by 30%, and improving employee satisfaction. successful project management for portfolio integration.  multi-million dollar cost savings through marketing supplier management.