Terrance Malaterre
Belcourt
Summary
Energetic executive professional with strong expertise in consumer finance and government relations. Dedicated executive with experience promoting messages to improve tribal economic development across tribal lands. Driven to design focused messaging and strategy to promote and inform tribal, state, and federal organizations and stakeholders about the value of eCommerce on tribal lands and how it positively impacts the building up of underdeveloped tribal communities across the country. Expertise in talent acquisition, human resources, management, event planning, project management, information technology, operations, and government relations.
Overview
12
12
years of professional experience
Work History
Head of Talent Acquisition/HR Coordinator/Brand Ambassador
BlueChip Financial
06.2022 - Current
- 40 Hours+/Week, $148,000/Year
- Advocated with various local, state, and national government agencies and authorities for the usage of eCommerce businesses on tribal territory and its advantages for underdeveloped communities.
- Persuaded legislators on Capitol Hill to support bills encouraging the passage of digital tribal sovereignty laws to safeguard tribal enterprises.
- Developed strong relationships with tribal, state, and federal politicians and policy stakeholders that resulted in favorable business outcomes.
- Collaborated with internal and external stakeholders to identify key messages and create compelling content for lobbying efforts.
- Built and maintained positive relationships with the public by utilizing strategic plans.
- Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change, and assess progress.
- Interviewed, hired, and onboarded 17 employees in 2023.
- Developed a communication and marketing plan and leveraged talent acquisition tools, resources, and campaigns to source and attract top talent.
- Created and integrated recruitment programs to support senior-level roles from selection to succession.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
- Built talent pipelines for applicants using tailored coaching and education to support efficient and effective hiring.
- Sourced and screened candidates for executive roles and worked with hiring managers to coordinate interviews, offers, and onboarding.
- Head-hunted, interviewed, and onboarded an external Board of Directors.
Director of Community Impact/Talent Acquisition/Brand Ambassador
BlueChip Financial
02.2021 - 06.2022
- 40 Hours+/Week, $119,000/year
- Recruited, interviewed, and hired staff members offering exceptional talent and great skills to the team.
- Advocated with various local, state, and national governments and authorities for the usage of eCommerce businesses on tribal territory and its advantages for underdeveloped communities.
- Developed and promoted the corporate brand, images, and identity to the media and public.
- Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change, and assess progress.
- Optimized sourcing networks and used proactive methods to direct source candidates.
- Developed long-lasting partnerships with local leaders, management team and peers with active engagement, exemplary communication and consistent issue resolution.
- Settled disputes with diplomacy and encouraged healthy discussions about contentious issues between stakeholders.
- Built relationships with tribal, state, and federal government stakeholders.
- Supported and planned weekly government meetings, organizing action items, and delegating tasks.
- Created and executed public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition, and industry trends.
- Planned and executed community charity events centered on the wellbeing of local adolescents and the elderly.
- Planned and executed larger company events and gatherings.
- Hired, trained, and supervised volunteers and support staff required for community and company events.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Cultivated strong relationships with media representatives to secure widespread coverage and feature stories.
- Used various social media platforms for media and blogger outreach.
Director of Operations
BlueChip Financial
08.2018 - 02.2021
- 40 Hours+/Week, $85,000/Year
- Collaborated with management, technical crew members, and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for the organization.
- Built an off-shore contact center from scratch and trained 50+ employees.
- Cross-trained 90% of contact center employees, which led to a 40% decrease in customer hold time and a 50% decrease in customer disconnects.
- Identified trends and assessed opportunities to improve processes and execution.
- Prepared annual data to determine metrics for operational performance.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Managed a team of 80 contact center staff, driving productivity and reducing process lags by effectively training staff in best practices and procedures.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed quality employees within the call center to take over leadership positions.
- Developed strong relationships with tribal, state, and federal politicians and policy stakeholders that resulted in favorable business outcomes.
Collections Manager
BlueChip Financial
04.2018 - 08.2018
- 40 Hours/Week, $65,000/Year
- Oversee the company’s process of retrieving money owed to them or one of their clients.
- Developed collecting tactics with executives to increase consumer payback.
- Managed an off-shore collections contact center that housed 80+ collectors.
- Makes sure employees comply with company policies when contacting individuals and other companies to collect past-due balances that they owe.
- Onboard newly hired employees by providing company information, facilitating onboarding processes, and establishing position-related requirements.
- Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.
- Ensured collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.
- Identified areas of the collection process that need improvement and implemented an enhanced process that will help collectors be more effective.
- Authorizes financial settlements with people who owe large debts.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Negotiated contracts and managed budgets for recruiting expenses for collections.
- Created effective talent acquisition training materials that supported culture and performance objectives for collections.
Contact Center Manager
BlueChip Financial
03.2017 - 04.2018
- 40 Hours/Week, $55,000/year
- Established and oversaw performance targets for call center associates.
- Developed quality employees within the call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for all contact center staff to reduce resolution times and improve customer satisfaction ratings.
- Recruited, interviewed and hired new employees bringing value to lending department.
- Recommended changes to management regarding financial operations.
Contact Center Floor Supervisor
BlueChip Financial
08.2013 - 03.2017
- 40 Hours/Week, $37,000/Year
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
- Developed all process controls and metrics for daily management of Call Center.
Customer Relationship Manager
BlueChip Financial
05.2012 - 08.2013
- 40 Hours/Week, $31,200/Year
- Mastery of customer service management systems and databases.
- Managed customer calls effectively and efficiently in complex, fast-paced, and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed high call volume with tact and professionalism.
- Accurately documented, researched, and resolved customer service issues.
- Prepared reports and communication for senior management and clients.
Education
Paraprofessional -
Turtle Mountain Community College
Belcourt, ND05.2015
High School Diploma -
Turtle Mountain Community High School
Belcourt, ND05.2006
Skills
- Talent Acquisition Strategies
- Human Resource Information Systems
- Tribal, State, and Federal Government Relations
- Lobbying Efforts
- High-pressure Environments
- Regulatory Compliance
- Cultural Awareness
- Brand Representation
- Public Speaking
- Operations Management
- Applicant Tracking Systems
- Legislation Tracking
- Project Management
- Creative Solutions
- Community Advocate
- Career Development
- Critical Thinking
- Team Leadership
Additional Information
- Represented Turtle Mountain Chippewa tribe by working with NCAI (National Congress for American Indians) to promote and approve NCAI rulings on digital sovereignty on tribally owned websites.
- Attended numerous RAGA and DAGA conferences across the country to promote digital sovereignty, tribal lending, and eCommerce businesses for tribal reservations.
- Built, maintained, and managed a contact center in Tijuana, MX, as well as San Pedro Sula, Honduras.
- Organized several local charity events: Kids Winter gear giveaways, local retirement facility festivities, back-to-school supply charity, summer lunches focusing on children in low-income households.
Timeline
Head of Talent Acquisition/HR Coordinator/Brand Ambassador
BlueChip Financial
06.2022 - Current
Director of Community Impact/Talent Acquisition/Brand Ambassador
BlueChip Financial
02.2021 - 06.2022
Director of Operations
BlueChip Financial
08.2018 - 02.2021
Collections Manager
BlueChip Financial
04.2018 - 08.2018
Contact Center Manager
BlueChip Financial
03.2017 - 04.2018
Contact Center Floor Supervisor
BlueChip Financial
08.2013 - 03.2017
Customer Relationship Manager
BlueChip Financial
05.2012 - 08.2013
Paraprofessional -
Turtle Mountain Community College
High School Diploma -
Turtle Mountain Community High School
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