1. David J. Taylor 1605 W. Montpelier St. Broken Arrow, OK 74012
Dvytul@yahoo.com Phone: 918-355-1920 or 918-289-1165
Education:
University of Tulsa, Tulsa, Oklahoma
Business Economics
Northeastern Oklahoma A &M College
Business Economics
Personal Qualifications:
Proven leader, effective communicator, good leadership skills, strong interpersonal skills, strong
work ethic, ability to perform under pressure, ability to multi-task, appreciation of diversity,
works well as a team member, adapts well to new situations, and strong developmental skills
Proficiencies:
Microsoft Office, CRS Software, FACS Software, Verint, WinDebt and Latitude software,
Budgeting, ADP, PeopleSoft, and Forecasting.
Work Experience:
National Credit Adjusters, Collection Floor Manager, Hutchinson, KS
July 2014-May 2016
• Lead a Team of Collectors in pre-legal and backend portfolios while
maintaining a 98.1% performance in achieving goals for a 22 month period.
• Responsible for P&L reporting and budgeting for collections operations
• Responsible for employee evaluations, performance reviews, and implement best
practices training
• Member Compliance Review Board for CFPB and legal inquiries.
• Responsible for evaluating and interviewing potential new hires
• Established incentive programs to boost worker productivity
NCO Financial Systems, Division Manager, Tulsa, OK
December 2010-December 2013
• Lead a team of 95 floor collectors and 3 supervisors that were responsible for minimizing
monetary loss for assigned client base
• Implemented KPI’s to target consumers contact information for more effective
collections and recovery
• Created and implemented training materials to ensure dominant site competition in regard
to collection performance and service
• Developed risk control strategies to minimize write-offs to improve profitability and best
practices to enhance our customer service to client base
• Analyzed and communicated performance trends to identify improvement areas
• Responsible for improved client performance portfolios
HSBC, Call Center Operations Unit Manager, Tulsa, OK
January 2006-September 2010
• Maintained appropriate staffing levels by use of 20/70/10 employee
management recommendations
• Established monthly performance goals to exceed revenue goal expectations
• Managed training by promoting employee engagement and limiting
employee turnover through talent management
2. • Coached and developed assigned collection team for upcoming assignments
to reduce the risk of monetary loss
• Managed customer experience by performing call monitoring audits and listening
sessions utilizing Witness and Verint systems.
NCO Financial Systems, General Manager, Tulsa, OK
January 1999-January 2005
• Managed a team of 200 collectors and 10 administrators
• Increased liquidation rates of all clients including setting, tracking and attaining goals
• Responsible for hiring applicable candidates to appropriate staffing levels
• Responsible for 230 FTE
Certifications & Awards
• Behavioral Interviewing
• CBS Call Model SME
• HSBC Tulsa- Professional of the month, 2009 (5 times), 2010 (3 times)
• Assigned as Call model SME to Southend-on-Sea United Kingdom for International
Collection Development.
Community Affiliations:
Vice President Shiloh Home Owner’s Association, Broken Arrow, OK
• Responsible for budget to improve local community amenities and events
• Review community concerns regarding changes to facilities, personal homes, or golf
course upgrades
Leukemia and Lymphoma Society- Light the Night Campaign- Tulsa, OK & Dallas, TX
• Assists with increasing donor development through corporate partnerships and family
and friends teams
• Actively recruits and mobilizes supporters to contact their elected representatives to share
their stories and urge responsible policies to address the barriers to accessing care
Professional References:
Available Upon Request