MARK JOSEPH FINNEY
Louisville,KY
Summary
Proven track record in building effective business models by leveraging human capital performance, technology use and business partnership to ensure that financial and operational performance metrics are executed within budget and within regulatory and industry standards. Expert qualifications in operational management, credit and collections, cost reduction, and performance/profit improvement. Provide leadership and direction in introducing systems, procedures, controls and processes for long-term growth and improved profitability.
Focused Director of Operations with 20+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
28
28
years of professional experience
Work History
Director of Operations
PARALLON – REVENUE CYCLE POINT SOLUTIONS
07.2011 - Current
- Progressively demanding decision-making positions leading call center, collections and customer relations efforts through fast-track growth and market expansion
- Leverage and develop best practices within the organization to ensure that the company remains competitive
- Directly manage and oversee business functions including: training, audits, information systems and finance
- Provide leadership in the design, planning, implementation and management of projects that have contributed in substantial cost savings
- Serve as subject matter expert in all aspects of program development from needs and task analysis through project planning, objective writing, validation and evaluation
- Stay abreast with business trends and emerging technologies resulting in increase revenue
- Responsible for ensuring regulatory compliance with FDCPA, FCRA, TCPA, GLBA and all applicable state and federal laws, departmental policies and procedures
- Supervise 4 exempt management personnel and over 50 collection specialist with staffing, training and performance evaluation of employees
- Utilize 'Key Performance Indicators' KPI to analyze and tailor department action plans
- Led companywide SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis program
- As a Self-Pay Sr
- Operations Manager supervised 4 Operations Supervisors and 50+ collection Staff
- Reviewed, analyzed and recommended management organizational policies and procedures
- Provided leadership and direction in developing new or revised programs, systems, accounting, procedures, and methods of cross-functional operational processes
- Collaborated with senior executive management team—made recommendations and reviewed and evaluated the implementation of changes
- Provided support to sales staff in presenting business case and documentation to prospective clients
- Provided expertise and guidance for process flow and improvement of IVR (Interactive Voice Response) system
Self-Pay Operations Manager
NATIONWIDE CREDIT, INC.
04.1997 - 10.2000
- Led a team of over 30 recovery specialist and 2 unit managers with staffing, training, and scheduling and performance evaluation responsibilities
- Conducted hands-on training sessions for new employees and provided mentorship
- Stayed abreast with state and federal credit laws
- Improved operational business flow by evaluating existing and proposed organizational policies and procedures impacting cross-functional operational processes
- Demonstrated excellent working knowledge of the use and operations of Guaranteed Contact Automated Dialer System
- Ensured that all state and federal credit laws and Fair Debt Collection Practices Act guidelines were met
- Awarded Unit Manager of the Year, 1996
Education
Business Management
McKendree University
Louisville, KYScholar Designation -
ACA International
Delphi Center For Teaching And Learning (University of Louisville)
Business Management
University of Louisville
Louisville, KY01.1993
Skills
- Consumer Collections
- Budgeting
- Resource Planning
- Resource Allocation
- Strategic Business Planning
- Implementing Policies
- Implementing Procedures
- Implementing Controls
- Organizational Needs Assessment
- FDCPA Compliance
- TCPA Compliance
- FCRA Compliance
- GLBA Compliance
- HIPAA Compliance
- Accounts Receivables Management
- Recruitment
- Development
- Retention
Accomplishments
- Direct contribution to Best Places to Work (2005 through 2017)
- Direct contribution to Best Places to Work in Collections (2008, 2009, and 2010)
- HCA Foresight Survey, Top 3 in all of HCA multiple years
- Certified in Model-Netics
- NPAS Manager of the month, September 2003, September 2006, and September 2007
- NPAS Manager of the quarter, 3rd quarter 2007
- NPAS Manager of the Year nominee, 2007
- Professional Development Program, Sr. Manager Sponsor
- Met 95% of all company goals for 10+ years
- Promoted to Director of Operations to oversee startup bad debt company
Educationandlicensure
- University of Louisville, Louisville, KY, Focus on Business Management, 1991 - 1993
- Development Dimensions International (DDI), Building an Environment of Trust, Core Skills for Building Commitment, Retaining Talent: The Leader’s role, Guiding the Development of Others, Optimizing Team Performance, Developing Others, Managing Performance Problems, Supporting Others, Targeted Selection, Trust – Strengthen the Foundation
- ACA International, Scholar Designation, Credit and Collection Compliance Officer, Licensed Location Manager Designation for Nevada and Michigan
- Delphi Center for Teaching and Learning (University of Louisville), Guide to Project Management, Conflict Resolution
Timeline
Director of Operations
PARALLON – REVENUE CYCLE POINT SOLUTIONS
07.2011 - Current
Self-Pay Operations Manager
NATIONWIDE CREDIT, INC.
04.1997 - 10.2000
Business Management
McKendree University
Scholar Designation -
ACA International
Delphi Center For Teaching And Learning (University of Louisville)
Business Management
University of Louisville
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