Michael Bobo Jr.

Promoted from Collections Manager to Vice President of Operations in recognition of strong operational leadership and performance results.

• Oversee multi-site call center operations across Atlanta, GA; Jamaica; and Mexico, managing both in-office and remote teams.
• Lead and develop collections managers and operational leadership, ensuring accountability for performance, compliance, and staffing.
• Direct operational strategy for telecommunications, medical, and financial services portfolios, aligning resources and initiatives to client recovery goals.
• Monitor and analyze client scorecards, liquidation trends, and operational KPIs to identify opportunities and drive continuous performance improvement.
• Conduct executive-level client performance reviews, presenting results, forecasts, and operational strategies to support long-term partnerships and revenue growth.

● Managed the Verizon Consumer collections portfolio overseeing teams responsible for recovering delinquent telecommunications accounts
● Led unit managers and collectors to consistently meet and exceed monthly liquidation targets and client scorecard performance metrics
● Monitored real-time dialer activity and agent productivity to maximize contact rates and collections performance
● Provided coaching and development to supervisors and collectors on negotiation techniques, compliance standards, and performance improvement
● Participated in client calls reviewing scorecard performance, projections, and operational initiatives

• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives, and 8 member management team with related direct reports
• Monitored, coached, and developed managers as well as collectors to improve overall scorecard performance
• Monitored real time activity and results via the Livevox dialing portal to ensure agent productivity and to verify dialing campaigns were running properly
• Ensured staff adhered to all company, state, and federal guidelines through constant training, coaching, and accountability
• Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor strategies to individual projects.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Analyzed daily, weekly, and monthly performance reports to identify and address negative and/or positive trends

• Served as Project Manager for various clients such as T-Mobile, AT&T, DirecTv, and Vonage
• Coached and trained managers as well as collectors to ensure client goals were being met
• Identified plans and resources required to meet project goals and objectives by reviewing and comparing scorecard trends versus competing agencies
• Drove team success through shared vision and recognition of quality performance
• Identified, reviewed and applied policies and procedures by exercising informed judgment to achieve optimal performance
• Developed executive presentations and reports to facilitate project evaluation and process improvement
• Participated in client conference calls and discussed current scorecard performance, projections, and client initiatives
• Reviewed new account placements to ensure skip tracing and dialing processes were functional
• Earned bonus money for the company on a regular basis due to exceptional scorecard performance and meeting client goals
• Earned T-Mobile Agency Of The Year
• Achieved 1st place scorecard positions on a regular basis

• Managed a team of 10-12 collectors
• Trained collectors how to perform their duties above and beyond company standards
• Performed 2nd voice talkoffs at a high success rate for collectors when dealing with irate or difficult consumers
• Trained and mentored employees on collection methods, documentation requirements and performance strategies.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Ensured collectors remained productive at all times
• Motivated collectors to perform through contests, positive reinforcement, and accountability
• Ensured my team exceeded their goals consistently while remaining compliant with FDCPA, TCPA, and UDAAP regulations
• Finished in the Top 3 of the company team rankings on a regular basis
• Earned several awards for performance and work ethic

• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Used skip tracing and other techniques to locate debtors.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Trained new team members on scripts, company services and performance strategies and provided mentoring.
• Achieved performance goals on consistent basis.
• Worked in call center environment handling manual and HCI (Human Contact Initiated) dialed outbound calls.
• Handled high volume of in-bound and outbound calls pertaining to reconciliation of delinquent accounts.
• Finished #1 in the company for performance on multiple occasions
• Consistently exceeded monthly performance goals
• Promoted to Assistant Manager