Candidates About

Hugh Cunningham                                               

Summary

Call Center Management in B2B Account Receivables, Sales, Customer Service, Health Care Services with proven ability to motivate inbound/outbound teams to achieve performance metrics. Enthusiastic complying to operating objectives and extensive knowledge optimizing losses.

Highlights

·         Call-Center Management in Collections/Account Receivables, Health Care, and Customer Service,

·         General Manager in Retail Sales and Restaurant Manager Reporting P&L and GAAP summaries.

·         Excellent communication, sales, and negotiation techniques to drive revenue.

·         Project Manager for process improvements to maximize company resources.

·         Proficient in SAP, Oracle, Microsoft Word, Excel, PowerPoint, Outlook, Avaya Auto-Dialer.

Professional Employment

Cintas Corporation                August 2017-Present

Account Receivable Supervisor

·         Train and manage staff to achieve the highest amount of dollars collected in receivables, cash management, and account reconciliations using SAP to record Accounting data.

·         Manage unapplied cash within the department ensuring funds are researched and applied properly.

·         Implemented and host weekly conference calls with General Managers across US on aging strategies, credit memos, and solutions to customer inquiries.

·         Designed extensive credit card receipts resulting in increased submission of credit card payments.

·         Developed Excel worklist tables to help AR representatives manage financial recoveries.

·         Prepare work schedules, assign special projects, and examine work for accuracy and compliance.

Op Tech                                   May 2017-Temp Assignment through July 2017

Customer Service Team Manager

·         Managed Comerica Bank financial products and services establishing lines of credit to cardholders and commercial businesses

·         Managed data analytics to enhance agent call flow exceeding quality audits standard through coaching and technical background managing equipment remotely with IT.

·         Directly managed, coached, and motivated agents to provide exceptional customer service consistent to achieving service level goal compliant to federal, state, and local laws and regulations.

·         Established and promoted lasting customer relationships and prospects by developing partnerships of trust with agents to build their skills for promotional opportunities.

·         Interfaced with sales manager and vice president on performance goals, and labor budget planning.

Humana Inc.                          February 2014-January 2017

Operations Manager

·         Manager of call center Pharmacy responsible for 220 employees refilling orders on prescription medication to support member health.

·         Monitored employee productivity through efficiencies of calls per hour and adherence to schedule through Automatic Call Distributor (ACD) and cloud technologies of call routing through IVR.

·         Met Service Level goal using Oracle CRM dashboard tools for speed, efficiency, and quality.

·         Strong team player on business strategy walking the floor in a fast paced, goal oriented environment.

·         Continued teaching, coaching, and mentoring to ensure objectives were obtained.

·         Tracked attendance, time keeping, overtime, and PTO balances of each payroll cycle.

ADT Security                                December 2010-January 2014                      

Collections Manager

·         Managed day-to-day collections activities, reconciliations and reporting including Billing, Accounts Payable, Account Receivables, Reinstatement in accordance to FDCPA guidelines.

·         Responsible for managing a frontline staff, including evaluating and executing KPI performance.

·         Performed 3^rd party commercial collections on charged off accounts through skip tracing and negotiated settlements.

·         Developed a tracking system for supervisors to analyze collector dollars collected, promise kept percentages, average handle time (AHT), department trends, and YTD Service Level.

·         Strong project management skills appropriate for solutions and process improvements to drive one call resolution.

Brinks Home Security          May 2000-2010-December                                             

Supervisor Customer Service

·         Supervised a team of 20 customer service agents to dispatch authorities on residential alarm signals.

·         Coached employees to meet goals, covering strengths and opportunities on trend analysis.

·         Facilitated quality assurance meetings with staff to evaluate audio/video of agent calls and calibrated to improve effectiveness.

·         Strong ability to provide coaching, mentoring, selling tips, and performance feedback on scheduling service calls and dispatch of 150 calls per day.

·         In 2003, received Supervisor-of-the-Year for achieving Top Team 6 of 12 months.

Rent Way Inc.                                July 1996-July 1999                                          

General Manager

·         Leased Comercial/Residential electronics, office furniture, home appliances, and accessories.

·         Analysis: Monitored inventory stock levels on seasonal trends to make purchasing decisions and optimal business profits.

·         Collections Management. Outbound/Inbound in with debtor to overcome delinquency and negotiate payment arrangements.

·         Communication:  Weekly staff meetings to review previous week sales results and discuss strategic marketing plans for ensuing week. Analyzed department spending related to targeted budgets.

·         Met budget cost using Excel spreadsheet to manage year-to-date expenses and P&L statement.

Boston Market                              May 1994-July 1996                                          

Store Manager

·         Complete and totally responsible for all operations within the restaurant. Responsible for assuring the highest standards of food quality, friendly services, and cleanliness of the store. In-store marketing/sales, community, public relations, and analysis control.

·         Reduced turnover through flexible shifts and creating scheduling system recognizing employee time-off request.

·         Managed accounts payable, accounts receivables and employee payroll.

·         Honored as 1995 Supervisor-of-the-Year Southern Region for best restaurant and bottom line profit.

Associates National Bank     May 1989-July 1992                         

Collections Supervisor

·         Managed 20 collectors using Auto-Dialer on +31 days aged receivables on automobile and commercial rules recovering auto payments, personal loans, credit card, and home mortgages.

·         Analyzed and negotiated mortgage short sales agreement and renegotiated auto payments.

·         Performed statistical analysis on each direct report to develop and coach adherence to performance metrics.

·         Took supervisory calls internal/external and sought appropriate action(s) to resolve issues.

·         Created performance driven incentives programs on a monthly basis to maximize employee productivity in recovery of delinquent accounts.

Education

Florida Memorial University, Miami Florida

Bachelor of Science in Accounting

Certified as iBluePrint trainer with focus on customer rapport and employee trust

Certified Interview Concepts: Development Dimensions International (DDI). Targeted Selection concepts for motivational fits, interview techniques, and data assimilation

Activities

·         Aubrey Daniels (ADI) Leadership Performance Management Certification

·         National Honors Society

·         YMCA Boys Basketball Coach

·         Watch Dog Program- Shield Elementary School Volunteer/child development

·         Community Volunteer/North Texas Food Bank / Served 2018.