Michell Howard
North York,ON
Summary
Seasoned Contact Centre Manager with 15+ years of experience in the Customer Service and Collections Field. A strong dynamic leader with a proven track record in achieving desired KPIs and successful results through strategic team building, staff development, workforce planning, employees and stakeholder management, as well as solid policy development. Skilled in employee engagement, conflict resolution and problem-solving with exceptional organizational skills. Strong technical knowledge of relevant Government and ministry policies and directives, including best practices to manage service delivery to customers. Excellent leadership and managerial skills to improve processes and effectively manage service delivery plans, financial budgets, and operational needs. Skilled in organizational strategic planning, and problem solving by anticipating business demands and adapting to change in customer needs. Team builder with excellent employee management skills and ability to resolve operational issues. Computer proficient with advanced skills in Microsoft Office – Word, Excel, and PowerPoint.
Overview
22
22
years of professional experience
Work History
COLLECTIONS OFFICER
Ministry of Finance
06.2018 - Current
- Manage a portfolio of accounts on behalf of the ministry to identify, collect, and resolve delinquent tax, student loans, motor vehicle license renewals, sponsorship debts, and other arrears and liabilities
- Review portfolio accounts to determine areas of non-compliance, payment history, account adjustments, compliance history, and type of business, including financial statements to maximize revenue recovery and minimize potential loss
- Research debtor information and assets using Equifax, MPAC, MTO, and other credit bureau systems and databases; develop and negotiate payment arrangements to recover the ministry's receivables and determine the best course of action to maximize recovery of revenues
- Resolving conflict situations of client complaints and disputes by using effective listening skills and an appropriate tone response to de-escalate and defuse
- Initiate and recommend appropriate legal action in a progressive manner through garnishments, personal/real property liens, and/or enforcing warrants, for managerial approval, including preparing a written summary or strategy documentation outlining the compliance history and recommendations for current and future legal action as requested by management
COLLECTIONS OFFICER – TEAM LEAD
Gatestone & Co Inc.
10.2012 - 06.2018
- Led a team of 15 officers to assist in full cycle collections of assigned portfolios and improve customer credit collections and billing issues using various collections strategies and techniques
- Negotiated payoff amounts, deadlines, and provide payment plan solutions to clients
- Liaised with mortgage brokers and third-party lenders to secure funding for customers to ensure debt resolutions
- Devised and implemented monthly operational plans to recover outstanding payments to minimize company financial risk and maximize returns
- Consistently exceeded monthly collection target and performance goals, awarded Collector of the Month for consecutive months as well as a monthly recipient of President’s Commendation Letter
OPERATIONS MANAGER
National Assets Recovery Services
07.2003 - 01.2012
- Managed daily customer service and collections operations for three USA based clients consisting of inbound, outbound, customer service and collections which was staffed with more than 100 agents and 6 supervisors
- Designated fill in for the Director in his absence to oversee the entire department’s operations
- Liaise with other Director’s in the company to coordinate efforts to maintain continuity and stability
- Engaged in the hiring process, from resume screening, face to face interviews to selection of successful candidates
- Devised and implemented service delivery policies, monthly collection targets and procedures to ensure operational KPIs and metrics are achieved
- Consistently exceeded monthly collection revenues for high-profile US Clients, and exceeded operational KPIs such as Service Levels, Average Handling Time, Calls per Hour, and Value per Call
- Conduct performance reviews and prepared a variety of performance and collections trend reports for Senior Management with feedback and processes for continuous improvement
- Managed departmental financial budget and overall administrative needs including materials, supplies and staffing
- Provided coaching and advanced collaborative training sessions to supervisors and team members for upselling proposals, conflict resolution, and loss mitigation
- Participated in onboarding of new clients
Education
Diploma -
Business Management
Certificate -
Project Management
Skills
- Goal oriented
- Customer focus
- Team leadership
- Strong negotiation skills
Ops Courses
- Access forward Customer Service Standard
- Common Service Standard
- Diversity Using OPS Lens
- TBS Card Acceptance Policy/Card Data Security
- Respectful Workplace Policy
- Information Security/Corporate security.
- Indigenous Competency Cultural Training
- OPS Common Service Standard
Languages
English
Timeline
COLLECTIONS OFFICER
Ministry of Finance
06.2018 - Current
COLLECTIONS OFFICER – TEAM LEAD
Gatestone & Co Inc.
10.2012 - 06.2018
OPERATIONS MANAGER
National Assets Recovery Services
07.2003 - 01.2012
Certificate -
Project Management
Diploma -
Business Management
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