Michael G. Luisi
Akron
Summary
Operation Manager for over 13 years with highly developed skills in Training and Development as well as taking the initiative in finding problems right away and over coming them. Successful at establishing excellent relationships with my peers as well as upper management and representatives. Hands-on experience in managing other teams as well as my team in training, supervising, and developing them. Perform at a high level each and every month in achieving performance as well as having the highest quality while doing it. I am highly involved with the hiring process for all of Operations. I am involved with several projects including :
- Performance Metrics for Agents and Unit Managers
- Introduction and Training of New Hires
- Established Manual Skip Team
- Manual Skip Tracing/Auditing strategy
- Working with other departments involving job aids
- Creating Work Instructions
- Help created Speech Analytics
- Staffing and many other projects
- Reviewing SAR reports
- Handling complaints as well as Disputes
- Updating work instructions regarding policy and procedure
- Auditing Macros to make sure accounts are coded correctly
- Ensures that all processes are adequately controlled and documented; policies and procedures are effective and consistent across all areas of responsibility; and that an effective management monitoring program is in place and functioning.
- Consult with project managers, product developers, and line of business managers to help identify gaps in processes and drive improvements.
Overview
24
24
years of professional experience
Work History
Operations Manager Case Resolution
Concora Credit
04.2023 - Current
- I manage 15-18 Agents.
- I am over the programs Team in Case Resolution.
- Collaborate with our offshore partners on policy updates.
- Helping with automation regarding the Return Mail Escalated.
- SCRA monthly scrub audits and rebilling process.
- Completing Time Studies for all Program ques.
- Leading Management Meetings.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Trained new employees on proper protocols and customer service standards.
Unit Manager- Late Stage
Genesis FS Services
04.2011 - 04.2023
- As a Unit Manager I run a team of 10-13 Team Members.
- I am in charge of Developing and Training each team member.
- Since working for Genesis my team's average is the highest for Quality.
- My team has achieved each and every month all metrics for the department.
- I created a Skip Trace format to implement into noble to make skip tracing more effective and efficient.
- Holding each team member accountable regarding metrics, attendance adherence, quality performance, and overall performance.
- Audit reports on a daily basis to keep a close eye on department performance to maintain efficiency and effectiveness for department need.
- I have worked closely with upper management during the transition and trained the entire Recovery department on Tsys and Noble.
- I have been part of many projects across both Recovery departments.
- I have trained all of Recovery in What Success Looks Like.
- Part of the New Manual Process. Creating strategy for the department as well as auditing the accounts to make sure they are all worked accordingly to strategy.
- I am working with OPS Production and upper management in creating a strategy for manual agents in achieving the company and department goals.
- Creating Job aids for All levels of Management and the department.
- Involved with the hiring process of New Hires as well as Introduction of the New Hires and answering all department questions they may have.
- Working closely with the Operations Training Team in helping them train the new hires and help with any questions as they get on the phones for the first time.
- Creating job aids for the new SOR. Alo testing the new systems to make sure everything is working correctly.
- I achieve Performance of Excellence receiving the highest performance review out of any collections Unit Manager since the transition to Genesis.
- Assisted in development and implementation of policies, procedures and regulations for unit operations.
Supervisor Recovery II
Signet/Sterling Jewelers
04.2011 - 10.2017
- With Signet I was a Recovery II collection's Supervisor.
- Every month I manage 2 cycles.
- Averaging roughly 4.5 million dollars a month in receivables.
- I manage a team of 15 manual collectors.
- I am responsible for training them to maintain a 100% production goal, while staying Compliant and quality service.
- I have been a Supervisor for 6 years achieving my goal each and every month.
- I manage Team collection activity each and every day to ensure we exceed our daily goal.
- On certain days I also run other manual teams when their supervisor is not there.
- I also deal with consolidation companies, debt settlement companies and also bankruptcy attorneys.
- I am reliable, in my 7 plus years with the company I have never called off work or reported late to work.
- I have worked in all Collection departments.
- I also monitor Credit risk to help set the daily strategy each and every day for our collections department.
- A key success is my Training ability.
- Staff development is key to success.
- I train new hires how to work our systems and also to get them ready to move from Dialer to Manual.
- Also day to day I help trouble shoot software and computer issues my team encounters each and every day.
- Achievements that I have accomplished are scored the highest on my Supervisor Report card in my first year as a Supervisor.
- Also I won Achievement of Excellence award twice as a Supervisor and also won 10 club which is best of the best.
- Highly proficient in Microsoft Office including Excel, Office, Outlook, Power point, Word, and Access.
Internship Coordinator
Emergency Management Occupational Health and Safety
10.2008 - 01.2009
- Handled customers on a one on one basis always with a goal in mind and also follow up to ensure the best service was provided and being compliant with compliance as well.
- Goals were achieved and rewarded individually and as a company or team.
- I received an internship opportunity through The University of Akron during my last school year.
- While during my internship I created and revised an Emergency Operation Plan for the day care center located on the University of Akron.
- I also helped create a H1N1 epidemic scenario for the University of Akron.
- Certificates of Achievements While interning I achieved my Professional Development Series in Emergency Management Also received certificates of achievements in IS-00120 a., IS-00100, and IS-00700.
Fire Protection Technology
- 10.2007
- I received an internship through the University of Akron for ride along time with Akron Fire Department.
- I also help teach fire extinguisher classes for children and also taught companies the different types of classes for fire extinguishers.
Luisi Construction
01.2000 - 01.2005
- While working in construction I maintained, remodeled, and demolition work.
- I maintain apartment complexes located in Cuyahoga Falls, remodeling, cleaning, and painting.
- I also remodeled and did demolition work for businesses located in the valley on Merriman Road.
- The remodeling included painting, tearing up carpet, installing ceiling installation, installing windows, and cleaning the business complex.
- The demolition included tearing out dry wall, ripping out old ceiling installation, ripping out steel rods in the walls, and old mirrors and accessories left in the complex.
Education
Associates of Science - Fire Protection, Emergency Management, Fire Protection Technology
Bachelors of Science - Emergency Management
Skills
- Credit risk
- Hiring
- Access
- Excel
- Microsoft Office
- Outlook
- Power point
- Quality
- Staff development
- Strategy
- Leadership
- Training
- Communication
- Problem solving
- Articulating data
- Quick to raise concern and take action, quick to learn and understand
- Accountability
- Organizational Skills
- Reliable
- Hard-Working
- Attention to Detail
- Flexible
- Interpersonal
- Report Preparation
- Quality Control
- Policy Implementation
Affiliations
- Won 10 Club in my first year with Signet Jewelers
- Contest committee
- Manual/Dialer Agent metrics committee
- Unit Manager metrics committee
- Won 2021 Q3 Recognition
Timeline
Operations Manager Case Resolution
Concora Credit
04.2023 - Current
Unit Manager- Late Stage
Genesis FS Services
04.2011 - 04.2023
Supervisor Recovery II
Signet/Sterling Jewelers
04.2011 - 10.2017
Internship Coordinator
Emergency Management Occupational Health and Safety
10.2008 - 01.2009
Luisi Construction
01.2000 - 01.2005
Fire Protection Technology
- 10.2007