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Rhett Wilbur

Phoenix, Arizona 85013 480-353-9757 wrw22@live.com



Motivated, results-driven business professional with 13+ years of operations management experience
and a proven ability to develop high performance teams that exceed expectations.

Strong analytic and quantitative capabilities to develop goals/objectives and align them with business and
management needs while driving 360 degree customer service
Skilled at strategic planning and tactical implementation in rapidly changing environments
Motivational skills required to manage and drive results in fast-paced environments meeting internal and external
customer service expectations (service levels and KPIs)
Ability to learn, understand and leverage technology and resources for greater efficiencies
Excellent verbal and written communication skills; effective with investors, clients, staff, customers and public
Adept in proactively identifying and resolving servicing issues from various avenues, developing standardized
methods and controls while aligning policy and procedure
Experienced manager of multiple business units, teams and projects with aggressive deadlines


Professional Experience

Consultant January 2014 - Current
Evaluate call center operations and business solutions, design and implement action plans to improve and enhance existing resources. Analyze
operations to identify key performance indicators, develop dashboards, scorecards and reporting. Train, coach, and motivate staff in service,
collection and sales skills. Engage leadership and train individuals in coaching, motivation and development skills.
Identified KPIs/KRIs and developed champion challenger program (with score cards) driving measurable
production improvements for all vendors and the elimination of vendors with quality concerns
Implemented blended cloud based call center solution including the completion of Five9 Dialer Certification
Facilitated sales & coaching training driving a 7% lift n sales vs. previous month and a noticeable impact on morale

Global Water / Fathom
Contact Center Manager August 2012 November 2013
Management of customer service, billing, collections, field service, third party servicing and client services for multiple water utility companies.
Manage system testing, quality assurance, technical support, and client support for Fathom OS software (SAAS).
Restructured payment processing contract and operational design - implemented a graduated payment structure
(by channel) projecting over $300,000 in recovered processing fees
Realized and maintained 10+% improvements in service level and ASA within the first 90 days by redesigning
ACD/IVR configuration, and by developing/aligning a quality assurance strategy and training program
Improved/sustained CSR accountability and productivity metrics by over 20% through leadership training,
workforce management and measurement tools drove cost to service down 11% in the first 12 months
Redesigned quality assurance program to align with collections and customer service training, leading to 7%
improvement in Total Quality Management scores and a 15% lift in the volume of surveys completed

Marix Servicing LLC
Director of Operations February 2007 May 2012
Instrumental in the build out of a start-up mortgage servicer. Oversight of up to 6 departments (including Customer Service, Collections,
Dialer Operations, Borrower Outreach and Loan Operations). Managed projects to strategically develop and implement various technologies,
including IVR, dialer, DVR and an interactive web site with loss mitigation, payment and live web chat features.
Re-engineered operational processes and incentives for Borrower Outreach (outsourced business venture)
improving performance and profitability over 15%; generating over 1.8 million in revenue
Innovated a Welcome Program producing results over 40% higher than industry standards (S&P), while
identifying and strategically addressing loss mitigation and servicing opportunities
Cross-trained front end collections and customer service departments reducing expenses by over 32%, while
consistently outperforming prior year KPIs and delinquency results in both areas
Improved penetration (100+%), right party contacts (22+%), and productive time (11+%) across all business units
by utilizing best time to call analysis and developing new incentive plans


Rhett Wilbur wrw22@live.com Page 2

Mortgage Lenders Network USA
Director of Operations June 2006 January 2007
Directed a $4 million budget including two call centers, 125+ employees, customer service and the front stage collection efforts of a $19 billion
portfolio servicing Alt-A/nonconforming and conforming mortgage and home equity loans.
Reduced labor costs by a minimum of 11% in 3 cost centers - Utilized call pattern forecasting and resource
management to meet portfolio ramp from $12 billion to $18 billion while improving service level by more than 18%
Re-engineered Welcome Call Program providing 250% improvement in completion percentage; while identifying
potential fraud, loss mitigation and sales opportunities

WageWorks
Customer Service& Sales/Enrollment Manager August 2004 May 2006
Responsible for customer satisfaction, retention and service level adherence across 3 organizational platforms, 5 call centers, 100+ team
members, servicing over 7 million customers. Customer service and claims processing for pre-tax commuter, dependent & health care benefits.
Developed strategic initiatives to promote participant enrollment and revenue; expanded participant base from
300,000 to over 1.3 million while reducing cost per by 17%
Developed and initiated quality assurance program leading to a 43% reduction in escalations, a consistent increase
in overall quality monitoring scores and customer and client satisfaction survey results

Exeter Life Sciences, Inc. / Kronos Optimal Health
Director of Operations March 2004 July 2004
Directed and coordinated operational activities and client management of 350-seat outsource telesales and customer service call center
specializing in healthcare and insurance sales and servicing. Led the development and execution of various sales and service strategies, while
driving the organizations financial and operating results.
Reduced expenses by 10% or more through cross-management initiatives, restructuring of internal incentive
programs and management of controllable expenses
Restructured and negotiated contract agreements and incentives leading to increased revenue of 7% or more in each
functional unit - driving the companies first profitable months (March and April) in more than two years

MSA Solutions
Operations Manager February 1998 January 2004
Cross-management of up to 8 direct reports, 5 client relationships and a 750-seat call center, providing outsource solutions for multiple
Fortune 500 companies including telesales, customer service, collections, marketing and loan servicing.
Developed CCCS collection procedures and several aggressive loss mitigation strategies and modification programs,
recovering over $1 million in 13 months
Reduced payroll costs by over 43%, decreased complaint volume by 48%, improved correspondence turnaround by
94%, and saved over $19 million from Charge Off in 2002

Retail Management Experience Target Stores / Big 5 Sporting Goods
Full profit and loss responsibility, local marketing and experience managing multiple locations
Responsible for as much as $30 million in retail business including vendor management, local marketing and
management of a 250+ member staff

Education
Bachelor of Science in Hotel and Restaurant Management
Northern Arizona University