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Legal Liaison & Client Services Resume Example

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LEGAL LIAISON & CLIENT SERVICES
Professional Summary

Ambitious operations professional with more than 20 years of management and IT experience in the financial industry. Applies strong analytical thinking and business acumen skills to solve complex operational problems. Possesses a diverse array of business and technical skills, including business report development, litigation procedure, compliance modeling, departmental procedure development, IT network and administration.


Highlights
  • Dedicated
  • 20+ years in management position
  • Advanced MS Word and Excel proficiency
  • Productivity improvement and strategy specialist
  • Analytical
  • HIPAA compliance
  • Productivity reports expert
  • Software and systems implementation
  • Expert knowledge of Windows user platforms, XP to Windows 10
  • Flexible
  • Historically a long term commitment employee
  • Strong initiative, leading to multiple career promotions
  • IT Networking and Systems administration expert
  • Troubleshooting and problem solving
  • Quantifiable revenue increases
Accomplishments
  • 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.
  • Developed and maintained compliance procedures to conform to clients' requirements, HIPPA & SSAE 16. Developed audit and incident logs, testing and analysis. Produced yearly compliance report to our medical and financial clients. 
  • 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, I was offered the position of Collection Manager, shortly after that Operations Manager. This in addition to my IT Manager position. 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.
Experience
Legal Liaison & Client Services01/2017 to 05/2020Bonneville Billing & CollectionsOgden, UT
  • Help clients to acquire contracts and other legal documents to prepare for legal action
  • Helped gather data to fulfill clients' compliance requests
  • 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
Operations Manager06/2012 to 10/2015Knight Adjustment BureauMurray, UT
  • Coordinate, manage and monitor operational functions of 4 departments within organization
  • Recruit and hire new employees for collection and support department
  • Created and maintained compliance modes including audits, logs, disaster recovery, data security and reports.
  • Develop informational, analytical and recommendation reports using Excel, Crystal Reports, and JBase software
  • Re negotiate contracted services with new and existing vendors. This Resulted in increased value, updated vendor compliance and marked reduction in yearly fixed operating costs
  • Utilize financial data, analytics and management strategy. This was key in 67% increase in average monthly collections
  • Developed departmental policies and procedures to align with industry compliance standards
  • 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 to significantly lessen amount of suits per month. Observed marked decrease in FDCPA suits (30% from highest year)
  • Helped develop dispute /complaint database to assure FDCPA and FCRA regulations were being met
  • Helped develop company's CFPB compliance and audit board
IT Manager/ Collection Manager03/2010 to 09/2012Knight Adjustment BureauMurray, UT
  • Recruited, hired and trained new employees for Collection Department
  • Responsible for maintaining entire network, infrastructure and its security and integrity
  • Developed reports for President and VP concerning suggested upgrades, threat analysis, network up time percentage, and budget proposal from cost savings perspective
  • 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 uptime
IT Manager01/2005 to 03/2010Knight Adjustment BureauMurray, UT
Collections Manager/Systems Administrator01/1999 to 01/2005Bonneville CollectionsOgden, UT
  • 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. Maintained and administered real time, predictive dialer. Generate 15,000 call attempts and 6,000 live contacts per day (avg)
Education
Network AdministrationCertified Network EngineerMCP, MCSA, MCSE Certification2003Certified Careers InstituteClearfield, UT
Associate of Science: Computer Science2003Certified Careers InstituteClearfield , UT, USA
Skills

Budgeting, compliance policy, business development, customer service, departmental policy development, business proposals, quality assurance, database administration, business acumen, Collection Software, Firewalls, Hubs, HTML, server, network and domain administration, network and server policy development, LAN, WAN, Linux, MCP, MCSE, MS Office suite, Network Engineer, routers, spreadsheets, strategy, supervisor, Switches, phone, Telnet, trouble shooting, troubleshooting, UNIX, upgrades, VPN, Web Portal, web page development, 10-key, typing 50 wpm

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Resume Overview

Companies Worked For:

  • Bonneville Billing & Collections
  • Knight Adjustment Bureau
  • Bonneville Collections

School Attended

  • Certified Careers Institute

Job Titles Held:

  • Legal Liaison & Client Services
  • Operations Manager
  • IT Manager/ Collection Manager
  • IT Manager
  • Collections Manager/Systems Administrator

Degrees

  • Network AdministrationCertified Network EngineerMCP, MCSA, MCSE Certification 2003
    Associate of Science : Computer Science 2003

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