Scott Baker

¨ Actively market through multiple media platforms to current and prospective client organizations, matching company  services and client needs

¨ Develop client specific project roadmaps, manage project implementation, execute stake holder training, oversight of go-live releases, and auditor of process controls

¨ Fractionally contracted for senior management roles in client organizations and interim leadership responsibilities  

¨ Industries of focus: Financial Services, Healthcare, Legal Management, and Receivables Management

¨ Areas of expertise: Agile & Six Sigma, Operations, Strategy, Vendor Management and Regulatory Compliance

KEY PROJECTS

¨ Drafted a work standard for a 650 vendor network establishing compliance and operational requirements in all 50 states

¨ Developed a tracking system across 21 sites identifying and tracking all client and end user requests, improving production by 12.7%, increasing revenue $3.5mm annually.

¨ Increased client year over year revenues by 251% within 120 days

¨ Executed a fiscal audit of a client’s network vendor, uncovering a $2M fraud spanning 3 years 

¨ Developed a 150 FTE call center for a 1st party healthcare client, providing infrastructure design, technology, recruitment,  training, recovery strategies and compensation structure

¨ Created a supply chain management procedure driving client growth from regional to national markets in < 270 days.

¨ Identified system issues and transitioned client’s CRM system increasing revenue 18% in 90-days 

¨ Instructed compliance training on: GLBA, HIPAA, HITECH, Reg E, Reg F, SCRA, TCPA, UCC, and UDAAP, Truth in Lending Act, RESPA, Consumer Leasing Act, Fair Housing Act, Military Lending Act, Equal Credit Opportunity Act, FCRA, Home Mortgage Disclosure Act, Bank Secrecy Act, FDCPA, Consumer Financial Protection Act, Office of Foreign Assets  Control (OFAC), Bank Holding Company Act, and other federal and state laws and regulations

¨ Manage operations and performance for a legal network in 29 states related to litigation and collections for Bank of  America, Citi Group, JP Morgan Chase, American Express, Discover Card, TD Bank, US Bank and John Deer

¨ Partner with VP of Business Development to expand market share with existing clients and recruit new business partners

¨ Supervision of performance management, document management and vendor management  teams totaling 32 FTE

¨ Managed work-flow controls for all cases within the management system firm-wide for all 50 states

¨ Team lead in development and maintenance of firm work standards establishing operational processes, compliance standards, and performance measurements

KEY PROJECTS

¨ Expanded market share in four of nine existing clients and partnered in the successful recruitment of three additional national institutions

¨ Implemented a performance strategy improving organization revenue by 185% over 3 years, in a declining market

¨ Originated a revenue forecasting model to successfully predict performance results within 1% involving more than 300,000  active accounts

¨ Optimized a supply chain procedure through improved data analysis reducing process times by 67.4%, exceeding compliance goal by 28.6% 

¨ Exceeded revenue goals by an average of 37% monthly for 3 years

¨ Championed a company-wide go-green initiative by creating a data management system for 3.5M cases in a multi-touch environment

¨ Led a multi-stakeholder project on an Electronic Data Interface (EDI) with 108 KPI assuring performance and financial compliance

¨ Managed strategic solutions, advanced modeling, comprehensive analysis, coupled with an industry-leading compliance management system for a nation-wide legal BPO operation

¨ Strategically manage the relationship, revenue performance, case management and compliance standards for 65 vendors and more than 1800 collectors 

¨ Accountable for monthly analysis of inventory, market share management, risk mitigation and revenue growth 

¨ Directed monthly performance analysis calls with vendors resolving process gaps 

¨ Managed on/off-boarding of vendors (contracts, compliance, financial and database migrations) 

¨ Created revenue goals and maintained weekly forecasts based on 53 KPI 

KEY PROJECTS

¨ Improved revenue performance by 36% over 8 months across all vendors under management

¨ Managed the first vendor in company history to revenues of $1.0mm+ monthly

¨ Responsible for administration, performance reviews, continuing education, and recruitment across two divisions (Network  Liaisons & Compliance Auditors), totaling 40 FTE 

¨ Accountable for auditor and liaison performance pertaining to management of compliance audits and case management of vendors 

¨ Accountable for the strategy development, risk management and performance metrics of 206 network vendors, comprised of collection agencies and law firms 

¨ Managed all aspects of vendor contract negotiations, execution, and on-boarding process 

¨ Direct responsibility for arbitration of impacts to vendors, due to a failed audit by the compliance team 

KEY PROJECTS

¨ Developed supply chain procedures for a network of 206 network vendors managing 5M accounts 

¨ Proposed infrastructure changes to the liaison and compliance teams, creating the AVP of Vendor Management role which   permitted the inclusion of fiscal performance management, improved data reporting and greater compliance management