It Manager Legal Liaison Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Ambitious collections professional with more than 20 years of collection management, legal and customer service experience. Unsurpassed work ethic. In depth litigation experience. Applies strong analytical thinking and business acumen skills to meet and exceed goals. Possesses a diverse array of business and technical skills.

Experienced in client relations and customer service with top-notch implementation and project management abilities. Highly organized, methodical and skilled at overseeing daily/monthly milestones across high-performance teams. Well-versed in project management, planning and deployment.

  • Dedicated, career is paramount
  • Collections regulatory guidelines
  • Productivity improvement and strategy specialist
  • Litigation and suit process expert
  • Collection Management professional
  • Quantifiable Revenue increases
  • Expert knowledge of Windows user platforms
  • Flexible
  • Historically long term employee
  • Strong initiative, leading to multiple career promotions
  • IT Networking and Systems administration expert
  • Exceptional leadership qualities
  • Software & Systems implementation
  • Spearheaded a letter conversion and custom programming project for company's legal department. Key in meeting tight deadline requirement and alleviating $30,000 outside consulting solution.
  • As Manager of Dialer Operations, tasked with streamlining business flow. In just over a year, grew the dialer division from 12 P/T employees, to 33 F/T employees. By implementing new technology, along with business development, company's revenue grew by 16% over the following 12 months. Led to the company's first million dollar month.
  • Simplified the company's network infrastructure from several physical servers to just one physical server and 3 logical servers. Resulted in dramatic cost savings per year as well as 99% network uptime
  • After the sudden departure of the Vice President, offered the position of Collection Manager, shortly after that Operations Manager. At the time, gross monthly collections held at $287,552 (avg. prev 12 mo's). Over the next 4 years, Gross monthly collections steadily climbed to $481,175 (12 mo avg), reaching a ​67% increase. This was done organically with no increase in sales or account assignments.
01/2017 to 05/2020
Legal Liaison /Customer Support Great Expressions Dental Centers Atlanta, GA,
  • Help clients to acquire contracts and other legal documents to prepare for legal action
  • Provided administrative support and research for civil litigation and civil proceedings
  • Review documents for accuracy and legal requirements
  • Recognized by management for providing improved operations process of document acquisition
  • Handled all delegated tasks, including creating electronic forms for sales staff and improving automated tasks with collections software
  • Improved customer satisfaction by finding creative solutions to problems
  • Collaborated with others to develop electronic signature letters, simplify client communications and expedite document procurement
  • Earned reputation for putting in additional hours every week
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
09/2014 to 11/2015
IT Manager, Legal Liaison Knight Adjustment Bureau City, STATE,
  • Responsible for architecture and maintenance of entire network. Includes infrastructure, Active Directory and security with goal of 99% up time.
  • Simplified company network infrastructure by consolidating seven stand alone servers, to one robust physical server and 3 logical servers. Achieved through Virtual Server technology. End result was dramatic cost savings per year as well as 98% network up time
  • Developed reports for President and VP concerning suggested upgrades, threat analysis, network up time percentage, and budget proposal from cost savings perspective
  • Physical installation of new P.C.s and software, including network configuration Installed and configured Telnet, VPN and PC Anywhere connections for remote users Performed troubleshooting tasks to determine problem origination within dialer system Networked and set up various types of Windows environments
  • Insightful training given regularly to network users using with latest threat research
  • Consulted for all incoming litigation, both threatened and actual. Reviewed and researched options for defense with in-house and outside counsel. Made numerous changes to collection policies. Resulted in marked decrease in FDCPA suits, (30% decrease from highest year)
05/2012 to 09/2015
Operations Manager Knight Adjustment Bureau City, STATE,
  • Coordinate, manage and monitor operational functions of 4 main departments within organization
  • Recruit and hire new employees for collection and support departments
  • Developed informational, analytical reports using Excel, Crystal Reports, and JBase software
  • Re negotiated contracted services with both new and existing vendors. Resulted in increased value and reduction in fixed operating costs
  • Utilized financial data, analytics and management strategy. This was key in 41% increase in average monthly collections
  • Maximize collection productivity through on going training, thoughtful feedback, strategy and incentives
  • Developed departmental policies and procedures to align with industry compliance standards
  • Helped develop dispute /complaint database to assure FDCPA and FCRA regulations were being met
  • Helped develop company's CFPB compliance and audit board
  • Regular coaching and development of departmental supervisors and trainers
04/2005 to 08/2012
IT Manager/ Collection Manager Knight Adjustment Bureau City, STATE,
  • Physical installation of new P.C.s and software and network configuration
  • Instilled a work ethic to treat all network users as "customers"
  • Installed and configured Telnet, Remote Desktop, VPN and PC Anywhere connections for remote users. Closely monitored security and access permissions for users
  • Performed troubleshooting tasks to determine problem origination within the dialer system. Maintained 95% uptime
  • Networked and set up various types of Windows environments
  • Recruited, hired and trained new employees for Collection Department
1999 to 2005
Collections Manager/Systems Administrator Bonneville Collections City, STATE,
  • Maintained and administered state of the art, real time, predictive dialer. Generated 15,000 call attempts and 6,000 live contacts per day (avg)
  • PC troubleshooting, Network Administration of Cisco PBX phone system
  • Installed and configured software and hardware
  • Reported to CEO and VP. Responsible for daily and monthly reports on revenue generated
  • Managed 36 collector agents, 2 trainers, and 1 supervisor
  • Conducted interviews and hiring, performance evaluations and goal requirements. Weekly meetings with owner, VP and managers to discuss strategies budgeting and client performance. Regular meetings with collection staff, recognize collectors for exceeding goals. Audit collector inventory to assure quality, compliance and proper development
  • Submit payroll with Excel spreadsheets, employee scheduling
Expected in 2003
Associate's Degree: Computer Science
Certified Careers Institute - Clearfield, UT
Expected in 2003
MCP, MCSE: Certified Network Engineer
Certified Careers Institute - Clearfield, UT

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Resume Overview

School Attended
  • Certified Careers Institute
  • Certified Careers Institute
Job Titles Held:
  • Legal Liaison /Customer Support
  • IT Manager, Legal Liaison
  • Operations Manager
  • IT Manager/ Collection Manager
  • Collections Manager/Systems Administrator
  • Associate's Degree

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