Terry Kulow
Medina,OH
Summary
Senior operations leader with a proven record of accomplishments and results via strategic innovation, organizational transformation and performance improvement in Billing, Credit, Collections and Legal Recovery Operations. Innovative servant leader that drives revenue growth, expense reduction and regulatory compliance in highly competitive and heavily regulated environments by continuously improving policies and processes, building relationships with business owners, and collaborating with key business decision-makers and external vendors. Skilled in leading on-site and remote teams including offshore and near shore operations.
Overview
31
31
years of professional experience
Work History
Director AR & Collections
Trajector
Newberry, FL
06.2021 - Current
- Developed contact strategy to improve customer retention and reduce loss rates
- Enhanced invoicing process to improve productivity and accuracy helping to improve top line revenue by >30%
- Assisted in building out collection teams in the Philippines
President/Owner
Operational Consulting LLC
Medina, OH
01.2017 - 06.2021
- Developed revenue model that identified gaps in workflow which resulted in increased collections and revenue of over $2 million annually
- Implemented a workforce management system that improved call center utilization and reduced call abandonment resulting in increased sales of $500k in 4 months
- On integration team for a pharmaceutical acquisition that implemented Salesforce and standardized platforms to increase revenue by $20 million annually
Director of Operations
Harris & Harris
Chicago, IL
01.2019 - 06.2021
- Project Leader in standing up call center including facilities, network requirements, client relationship management, quality assurance, billing, and workforce management
- Develop and implement revenue forecasting model and variance analysis tools to identify areas of opportunity in existing inventory and to test strategy and workflow improving top line revenue by 19% Lead and mentor staff to improve existing processes and increase overall efficiency
Senior Operations Leader
Yellowstone Capital/MCA Recovery
New York, NY
06.2016 - 07.2017
- Developed strategies and processes to improve operational performance and reduce expenses by over 20%
- Project Manager for the Implementation and migration to a new portfolio management system and accounting software Responsible for the management of all accounting operations including cash application, billing of attorney fees, reconciliation of advanced court costs, and vendor fees related to the legal recovery of advances
- Improved the company’s competitive market position by collaborating with Marketing to create innovative programs to improve contact rates and conversion rates
- Mentor staff and other leadership to improve operational awareness and improve employee performance
Director of Operations & Strategy
Capital for Merchants/North American Bancard
Troy, MI
01.2014 - 06.2016
- Establish workflow and decision matrix for underwriting to reduce losses Identified gaps in billing operations resulting in recognition of over $7 million in invoices
- Increased revenue by 35% year over year while controlling expenses related to losses Improved recovery procedures resulting in $4 million improvement in net recovery
- Developed compliance procedures and guidelines to obtain SSAE 16 certification
Operations Manager
Asset Acceptance Capital Corp
Detroit, MI
07.2004 - 12.2013
- P&L responsibility of 3 channels including Internal operations, Offshore and 3rd party Agency network Lead the team responsible for projects that resulted in $19MM in expense savings while improving year over year revenue On the implementation team to establish a 250 seat offshore (India) operations and created KPI’s and dashboards to measure performance
- Coordinated audits and provided data to auditors for CFPB and FTC investigations Director of Legal Collections Directed department of legal collections responsible for 47% of company’s total revenue
- Responsible for process improvement and business transformation that reduced expenses by 28% and improved efficiencies by 24% within the department Mentor and develop leadership at the corporate office and remote offices to improve retention and effectiveness of staffing
- Developed a model for the evaluation of existing credit scoring and collection treatments Managed a team responsible for reviewing and implementing new scoring models to increase revenue and reduce expenses
- Recognized as top department manager, Branch Manager, and President’s Club winner Mentored and developed leadership team to improve effectiveness and process improvements
Director of Operations
Lamont, Hanley & Associates
Manchester, NH
10.2001 - 07.2004
- Responsible for the operations of a debt collection company specializing in consumer telecommunication, credit card, and personal loans and commercial insurance
- Chief Compliance Officer responsible for all licensing and state regulatory audits
- Oversee all accounting operations including billing of attorney fees, client fees, payments and returns, and all advanced court costs related to the recovery of debts
- Responsible for client analysis to improve expenses related to collections to maintain margins and fees
- Responsible for site visits and audits relating to compliance of company’s guidelines and to ensure adherence of all laws and regulations governing the operations
Credit & Collections Manager
PSInet, Inc
Herndon, VA
10.1999 - 10.2001
- Responsible for the review and approval of all applications for services and internet access Lead a cross functional team responsible for billing and accounting of all invoices
- Reduced losses by implementing strategies that identified specific risk groups within portfolio
- Developed procedures to improve operational efficiencies and reduce expenses Conducted weekly credit reviews with CEO and other stakeholders to determine risks related to Sales and Operations Developed third party collection procedures to augment internal collection strategies and improve bad debt
Sr. Manager, Collections
AT&T/SBC Communications
Greenbelt, MD
01.1993 - 01.1999
- Responsible for management of a Collection Department of over 500 employees within the Baltimore-Washington MSA servicing wireless subscribers and commercial customers Created collection procedures to reduce bad debt and improve employee productivity Developed and implemented segmentation strategy to improve churn rates, decrease losses, and improve expenses related to collection activity Developed procedures for 3rd party debt collection and OCA agreements Participated on the Merger & Acquisition team conducting operational analysis for SNET, Ameritech, PacTel, and a joint venture with British Telcom in Zurich, Switzerland
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ11.2012
Skills
- Executive Leadership Certificate
- Software
- Microsoft Office, including Access, Excel, PowerPoint, Visio, Word, SQL Management Studio Business Objects, Crystal Reports, Tableau, NetSuite, Salesforce, CUBS, Ontario Systems, Cogent, Artiva, Livevox, Noble, and Davox
- Staff Development
- Business Administration
- Business Development
- Business Planning
- Project Management
- Staff Management
- Operations Management
- Financial Management
- Budget Management
- Team Building
- Strategic Planning
- Financial Reporting
- People Management
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Director AR & Collections
Trajector
06.2021 - Current
Director of Operations
Harris & Harris
01.2019 - 06.2021
President/Owner
Operational Consulting LLC
01.2017 - 06.2021
Senior Operations Leader
Yellowstone Capital/MCA Recovery
06.2016 - 07.2017
Director of Operations & Strategy
Capital for Merchants/North American Bancard
01.2014 - 06.2016
Operations Manager
Asset Acceptance Capital Corp
07.2004 - 12.2013
Director of Operations
Lamont, Hanley & Associates
10.2001 - 07.2004
Credit & Collections Manager
PSInet, Inc
10.1999 - 10.2001
Sr. Manager, Collections
AT&T/SBC Communications
01.1993 - 01.1999
Bachelor of Science - Business Management
University of Phoenix
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