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John J.

Engel
414 E. Summit Avenue
Oconomowoc, WI 53066
(414) 702-1804
je50fb1a@westpost.net

Summary
Excellent record of achieving both client and corporate goals for collections, r
evenue and contribution. This record has been compiled by consistently attainin
g and surpassing major client expectations which have resulted in significant ma
rket share increases. Extensive knowledge in all facets of the collection indus
try has allowed me to expand responsibility and achievements across multiple fun
ctions. Principle strengths include leadership, ability to develop subordinates
, superior motivational, communication and analytical skills.

Professional Experience
State Collection Agency 2006-2010
Madison, Wisconsin
Director Of Production

*Management of recovery services for Early Out, First Party and Third Party rece
ivables for three business offices, and 100 FTE.
*Achieved revenue growth of over 25% in 2009 compared to 2008, and growth of ov
er 20% in 2008 compared to 2007.
*Designed and implemented a 1st Part Self pay billing and collection solution fo
r a national system of Walk in Clinics (Take Care Health)
*Focus on continuous improvement and the application of industry best practices,
multiple efficiency processes and value added processes were adopted.
*Increased market share and or additional portfolios from many clients including
but not limited to Aurora Health Care, UPMC(Pitt), Affinity Health Care, Johns
Hopkins, Mayo Clinic.
*Development of Key Performance Indicators Dashboards / Monthly Recovery Goal Sh
eets that are shared with the clients in an effort to continually increase perfo
rmance and set mutually acceptable expectations
*Thorough knowledge of collection and recovery technology including Predictive D
ialer, Outbound IVR, Scoring and Segmentation of Portfolios, Web based payments,
FACS, Tactics and Report Writer.
.

Payco-General American Credits, Inc/OSI 1986-2006


Brookfield, WI
Vice President Operations 2001-2006
Director of Operations 1998-2000
Production Manager 1991-1997
Other positions included Collector, QA Manager ,Collection Manager 1986-1990
Managed day to day operations for up to 4 collection offices and 400+ representa
tives, interfacing with clients, developing supervisory and management personnel
, implementing work standards and work effort enhancements. Was responsible for
the center P&L budget, managing employee retention and creating operational ini
tiatives to improve collection performance. A subject matter expert in the use
of the facility Predictive Dialer Aspect (formerly Davox). Working knowledge of
, Iniste , MOS and SDR. Over twenty years experience working with Ontario Syste
ms FACS application.
*Key Accounts included American Express, Bank of New York, Verizon, AT&T, Sprint
, MCI, along with many medical clients . Managed 1st party shops for American E
xpress (PHX),American Electric Power, Wisconsin Electric, UPS (Westerville).

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