Rick Rivera

2357 Brookstone Dr, Bolingbrook IL, 60490

Home (815) 577-1579 Cell(630) 740-2788
Email - rickrivera032@sbcglobal.net

Executive Summary
Highly motivated, result-driven executive manager with over 15 years experience in
all aspects of operations, strategic management, credit, collections, and customer
service management. Superb ability to rapidly asses’ diverse situational
challenges, develop action plans, and lead team to exceed targeted goals.
Core Competencies
* Performance Management * Client Relations * Quality Control * Strategic /
Tactical
* Project Management / Implementation * Third-Party Recovery Management *
Negotiations
* Budget Planning & Cost Control * Business Process & Strategy Development * Team
Building
* Performance Analysis
Professional Experience
Harris & Harris LTD, Chicago IL
1992 - 2009
Director of Operations
2005 - 2009
* Provided strategic and tactical oversight while overseeing day to day operations
of Client relations, customer service, and call center.
* Increased client relations and client base by nearly 60% by spearheading an
implementation process and project team.
* Directed and executed a 120 day client amnesty project which netted $9 million
in revenue for our client, and $2.8 million in revenue for our firm.
* Developed and implemented an employee recognition/incentive program, which
improved the work environment, over all company wide attrition, tenure, and
decreased turnover 48%.
* Developed work strategies and performance standards which contributed to the
growth of monthly revenue by 200% with in 2 years.
* Designed and implemented a new management/supervisory mentoring program
resulting in a 35% growth in management staff.
* Restructured hiring, training/development, and evaluations of employees
improving retention of qualified staff and increasing staff from 160 to 300 in a
15 month time frame.
* Enhanced efficiencies and developed more cost effective process by establishing
a customer quality help desk division. Cutting departmental costs and improving
cash flow by 20%.
* Re-engineered payment instrument by consolidating customer service associates
with and automated IVR payment system. Resulting in a 30% reduction in labor
costs, 70% increase in payment plan arrangements, and decreasing default rate from
59% to 34%.

Harris & Harris LTD, Chicago IL

General Manager
1997 - 2005
* Managed operations for customer service call center division and collection call
center division with 3 managers, 5 supervisors, and a team lead.
* Implemented automated calling system increasing daily call volume 100%.
Worked cooperatively with culturally diverse team to develop customer
service/collection strategies targeting increased production.
* Created and maintain weekly KPI reports increasing production by identifying
calling times that targeted a more reachable audience. Helping in consistently
exceeding performance goals.
* Maintain client relations by completing any reports required by them on
performance, completive comparisons, and projected forecasts.
* Composed and edited customer service scripts and collection associate scripts
based on goals and objectives.
* Established and maintain polices and procedures for client relations team based
on our clients set processes.
* Conducted monthly training on effective communication and motivation with
representatives.

Harris & Harris LTD, Chicago IL

Credit & Collection Manager
1993 - 1997
* Managed a team of 20 collection reps, 5 healthcare outsourcing reps, and 2
supervisors.
* Conducted interviews, terminations, hiring’s, and transfers.
* Generated $1 million to $2 million in revenue each month.
* Achieved record collection rates 3 years in a row.
* Monitored, coached, and developed team increasing performance, service, and
production.
* Primary contact for escalated issues needing resolution with in the call center
or needed response by client requested issues.

Harris & Harris LTD, Chicago IL

Collections / Sales Representative
1992 - 1993
* Telephone collections of past due debts for government fines, medical and retail
bills.
* Outbound cold calling to obtain new client base to render companies collection
services to.

Talman Home & Loan, Norridge IL

Mortgage Foreclosure Service Representative
1989 - 1991
* Collections on past due mortgage payments for loans in foreclosure.
* Assist in re-establishing payment plans on foreclosures 60 to 90 days
outstanding.
* Assist with recommending loans to be re-established on foreclosures with no late
pays with in 120(+) days.
* Establish and assist with setting up payment plans on loans past due 60 to 90
days.

Education
* Associates in Business Management
1989
Northeastern Illinois University, Chicago IL
* General Studies
1986
Fresno State University, Fresno California

Professional Registrations and Certificates

Certificate of completion - Skill path Coaching and Teambuilding

Certificate of completion - ACA Collections / Credit debit verification
Certificate of completion - F.D.C.P.A.
Certificate of completion - Business Proposals and Reports
Certificate of completion - C.U.B.S Programming (Beginning Recall, Easy Out
Reporting)