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WILLIAM M. DUBZAK 3000 Spring Creek Court. Highland Village, Texas 75077 63 wd8bd190@westpost.


Hm: (214) 729-20

A self-motivated, goal oriented professional with strong background in the day t o day operations of Collections and Call Center environments. Major strengths i nclude project management, organizational skills, self-sufficient productivity, comprehension and applications of modern technologies, and the desire to maintai n profitable growth. Additional skills include multiple tasking, team building and maintenance, motivation and supplying efficient lines of communication to em ployees and clients. Qualifications: * Offering more than 17 years of Collection, Call Center Management experience. * Asset Recovery - Auto Repossession, Bank Cards, Consumer Finance, Residential , Cable, Telecom and Mortgage. * Outstanding interpersonal skills to provide direction and operational leaders hip. * Excellent presentation and communication skills. * Adaptable to changing priorities and experienced in operational budgeting and planning. PROFESSIONAL EXPERIENCE * The CMI Group Carrollton, TX. 75007 October 2009 - Present Director of Collections and Call Center Responsible for the daily operations of CMI's 1st and 3rd Party Collection Call Center. Responsibilities include managing numerous Cable, Residential, Medical and Debt Purchase portfolio's utilizing an Interactive Intelligence dialer in a blended call environment. Other responsibilities include profit and loss analysi s, budgeting, collection strategies, project management and client relations. S upervise a management team that consist of 4 Department Managers with over 500 indirect reports. * Manage 1st Party Collections/ Customer Service, 3rd Party Collections and Work Force Management for the Carrollton, TX. Facility * Successfully migrated from an Aspect dialer to I3 in less than 90 days. * Implementation of new Skip Tracing strategies and new Skip Vendors in a Champi on Challenger environment. * Implementation of scoring accounts, risk based and probability scoring. * Creation of client specific treatment plans and reporting. * Creation and implementation of new Collection Letter strategies and reporting on effectiveness.

* HSBC Lewisville, TX. 75067 January 2001 - October 2009 Collection Operation Manager Collections/ Asset Recovery Responsible for 5 direct and 75 - 100 indirect reports as Operations Manager. R esponsibilities included controlling delinquency from front-end to charge off co llections, Insurance remaining balance and repossession in a prime and sub-prime

auto portfolio using a Davox Dialer and implementation of collection strategies . Supervise collection managers, staff and operations to protect against financ ial loss. Provide necessary development to ensure managers and staff can perfor m job requirements. Minimizes loss/exposure through adherence to all regulatory requirements along with business unit policies and guidelines. * Managed start up operation to bring Auto portfolio to Florida facility in less then 30 days (2000) * Successfully transitioned Florida facility from outbound only operations, to a blended call environment in less then 30 days (2001). * Managed staffing forecast and controlled overtime expenses to meet budget (Fl orida and Texas) * Liaison between Florida and Texas Collections and HSBC Call Center Technology group, to assure that all system implementation and changes are completed proper ly and in a timely fashion. * Organized training and development curriculum for HSBC Auto Collections. * Successfully partnered with HSBC's GPO team (Global Process Optimization) to m igrate Auto Collections (2003) and Auto Deficiency Balance (2008) from US into I ndia and Malaysia * Aided is both Insurance and Repossession redesigns in the Asset Recovery Depar tment * Designed and implemented HSBC's Capability Framework to all Auto employees (D. R.I.V.E.). * Designed and implemented monthly score card for both the Texas and California Repossession Department * Capital Credit Corp./ OSI Jacksonville, Florida 32211 February 1993 - April 2000 Collection Operation Manager Responsible for the daily operations of a 200 seat capacity DAVOX automated dial ing environment. Included in these operations are creating and implementing stra tegies and procedures to manage a call center, coordinate staff levels, assuring productivity of agents through campaign analysis and daily trends, and tracking and reporting all vital statistics involved in a dialer environment. In additi on, responsible for training staff, minimizing down time, and producing new prog rams and work flows that will directly impact the overall performance of the cen ter. * Managed start up collection operation move to the Jacksonville Fl. facility * Proficient in Windows 98, Microsoft Office, Microsoft Outlook, Excel, DAVOX Un ison and RPM Dialer, Terranova Lan, AS400, CMS, AMS, BCMS, TCS and IT Turbo * Managed staffing and bonus structure implementation. * Created and implemented numerous tracking reports. * Managed and supported all dialer functions * Lowered departments bad debt and increased receivables each year by 5% to 10% * Maintained client relations * Assisted in preparing all department budgets and forecasts Clients: AT&T, Lucent Technologies, Citibank, Bell South, The Money Store and Arcadia Financial Ltd. AWARDS 1995 1998 2004 2007 Profitable Growth Award Recipient Profitable Growth Award Recipient Hall of Fame Award Recipient Hall of Fame Award Recipient