RUDY S. VARGAS
Center Manager
OKLAHOMA CITY,OK
Summary
Professional Profile: Analytical and results-driven expert with excellent staff development, negotiations, and financial insight skills reflected in successful account and team management.
Overview
13
13
years of professional experience
1
1
Language
Work History
Center Manager
GC Services, L.P
, OK
05.2017 - Current
- Provide support, guidance, leadership and motivation to promote maximum performance
- Assist in training and development of all management personnel
- Assign, direct, and oversee daily functions of the call center (140+ employees)
- Recommend the number of employees for proper staffing
- Interview, select and oversee the indoctrination of new employees
- Collecting and analyzing call-center statistics
- Assume responsibility of budgeting and tracking expenses
- Draft, implement, and maintain policies and procedures that maximize performance
- Review data and implement team improvement initiatives
- Present clients with weekly/monthly projections
- Prepare financial or regulatory reports required by laws, regulations, or boards of directors
- Resolve operational challenges in a multitasking environment
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Eased team transitions and new employee orientation through effective training and development.
- Scheduled daily service center employees and monitored performances.
- Trained new staff members on company policies and center expectations.
- Delivered training for staff development, change management and materials, process and technical controls.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Established and maintained long-range plans for quality assurance.
- Directed training and retraining of employees to boost performance and enhance business results.
Adjustments Supervisor
Tinker Federal Credit Union
, OK
08.2016 - 05.2017
- Assign, direct, and oversee daily functions of Adjustors
- Perform financial and non-financial transactions for members
- Review accounts submitted for repossession and litigation action prior to forwarding to upper management for approval to ensure that all legal steps have been properly followed
- Ensure that all avenues for recovery have been considered and expenditure is appropriate
- Authorize offsets and transfers to assist in recovery
- Review and approve outgoing letters and memos for format to ensure compliance with the Fair Debt Collections Practices Act and professional business standards
- Track, calculate and graph Adjustor’s performance statistics and results
- Compare with industry averages and trends and make appropriate adjustments
- Negotiate and approve settlement accounts with members to mitigate losses
Account Representative/Collector to Assistant Manager
GC Services
Oklahoma City, United States
12.2008 - 08.2016
- Plan, direct, coordinate, and supervise and monitor the calls for the Accounts Representatives
- Track negotiation and collections status
- Program automated dialer
- Distribute monthly and weekly planning guides
- Manage the group, review calls, and give out goals and monthly planning guides
- Negotiate arrangements with customers to pay debts in full or set up best possible arrangements for mortgage and credit card loans
- Collected assigned monthly budgets
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
- Review collection reports to determine the status of collections and the amounts of outstanding balances
- Concisely and accurately document collections activities
- Correct deficiencies and oversights during quality assurance reviews
Education
Bachelor of Science - Organizational Leadership
University of Central Oklahoma
Skills
Leadership
Problem Solving
Talent Acquisition
Training/Employee Development
Strategic planning
Business planning
Schedule optimization
Business Development
Budgeting
Project Management
Risk analysis and management
Budgeting and forecasting
Negotiation
Strategic partnerships
Customer relations specialist
Contract Negotiation
Staff Management
Timeline
Center Manager
GC Services, L.P
05.2017 - Current
Adjustments Supervisor
Tinker Federal Credit Union
08.2016 - 05.2017
Account Representative/Collector to Assistant Manager
GC Services
12.2008 - 08.2016
Bachelor of Science - Organizational Leadership
University of Central Oklahoma