Patrick Magee

With over 25 years of experience in collections and customer service management, I possess strong leadership skills and a talent for problem-solving and decision-making. My expertise lies in developing productive and well-organized departments and teams that consistently deliver excellent customer service. As a skilled communicator, I excel at building strong working relationships with teams at all levels. I uphold high standards of compliance, quality assurance, accuracy, and ethics. Even under pressure, I remain highly productive, motivated, and calm. My focus is on leading, problem-solving, compliance, motivating, coaching, and developing associates. Additionally, my compliance and auditing background has been cultivated through federal student loan collection contracts with the U.S. Department of Education.

• Simultaneously managed and lead multiple collections/customer service units comprised of salaried and hourly collections/customer service staff
• Created firm relationships with clients to exceed all contract expectations
• Handled internal and external audits in the heavily compliant student loan industry occasionally resulting in new compliance policy creation and implementation
• Monitored, coached and trained new and existing associates to ensure federal and state laws and regulations were adhered to
• Created and implemented associate compliance, quality and KPI standards, emphasizing accountability, resulting in increased quality scores, employee recognition and reduction in associate attrition
• Implemented process improvements
• Created and implemented department budgets
• Created new positions when needed based on volume as well as creation of job descriptions
• Responsible for the hiring, training and development of front line and management staff
• Handled and resolved difficult customer inquiries on a consistent basis
• Managed projects spanning multiple internal departments
• Excel at building relationships, collaborating and motivating others