RICKY H.

HINES
Phoenix, AZ. 602. 881.6958 PROFESSIONAL SUMMARY Innovative, collaborative Customer focused Leader with extensive experience in centralized management and achieving competitive advantages for a Fortune 100 company. Change agent capable of driving Customer performance, envisioning, developing and implementing transformative business strategies, policies and performance that align with portfolio, partner and corporate objectives in a fast paced, dynamic, matrixes driven corporate environment. Proven ability to successfully lead through large portfolio growth, product startups, downsizing, site closure, and off-shoring activities. Expertise in: Leadership/Management Hiring and Training Employee Development P&L Capacity Planning Call Center Metrics Process Improvement Vendor/Contract Management Customer Relationship Care rhhines7@gmail.com

PROFESSIONAL EXPERIENCE

AMERICAN EXPRESS, Phoenix, AZ.

1993 - Present

Director, Customer/Credit Administration (2004 Present) Hire, coach and manage up to 200 employees driving peak performance while delivering exceptional customer service through Relationship Care Led multiple teams that successfully reduce credit and fraud losses along with manage receivables ensuring seamless operations, increased revenue and improved Customer Satisfaction Scores Increase revenue by collecting $4.2 Million in a 4 month period by recruiting and managing team and targeting 640 High Profile RISK Customers Developed, adjusted and implemented follow-up process for Management Operations System (MOS) which produced 800 basis point improvement in collection effectiveness and saved $800 Million Reduced voluntary attrition rate from 20% in 2011 to 2.46% in 2012 by redesigning and overhauling training and realigning placement of new hires resulting in reduced costs while increasing employee productivity, compliance and retention Increased new hire training certification rate from 50% to 66% resulting in reduced costs and improved efficiency Engineered and implemented pilot which saved company $1.5 Million in payments by reducing delinquent balances of 350 customers with dual Merchant and card relationships while increasing Customer Scores for both Merchant and Card Members Partnered with senior executive management to develop procedures and processes to improve Customer satisfaction and retention safeguarding alignment of goals with business objectives Project Leader Customer Strategies (2002- 2004) Implemented, trained and managed new portfolio feature for business charge card; enrolled 32 thousand customers which led to generation of $101 Million in accounts receivables within 13 months Developed tactical approach to forecast inbound call volume and portfolio case setups while ensuring 100% Service Level Adherence and Compliance Developed and executed Credit procedures and training for new card portfolio leading to $16.6 Million in new loan originations within a 10-month period Successfully designed and executed the training of customer service procedures for new product launch to over 400 employees that led to 90% customer satisfaction

Team Leader, Customer Engagement Network (1993 2002) Led team in OPEN Commercial Credit Unit that provided Customer Service to High profile Client Management customers in providing the, prospecting, acquisitions and 24-hour daily service of prominent individuals in the entertainment industry to generate $253 Million in spending annually Drove, planned and implemented department floor reconfiguration maximizing seating and improve incoming call Service Levels resulting in 15% improvement in HOF (Health of Franchise) Recruited and led team which developed a training manual for 300 analysts reducing average department handling time by 6 seconds and resulting in annual savings of $270,000 Successfully planned and executed Phoenix Operation elimination of the Privilege Rates AT&T Corporate Link Phone program for the AT&T Corporation eliminating $150,000 in annual expenses Created and administered credit training to 400 Telephone Service Center representatives which resulted in a 10% improvement in the Health of Franchise for department within 60 days Armed Services Officer - U.S. Army, Ft. Sill, OK 1990 - 1993

Battalion Executive Officer Developed and managed $90 million budget for Battalion Unit while reducing expenses by 8% year over year. Directed training and firing of most accurate Lance Missile shoot in U.S. Army history EDUCATION North Georgia University, BA

PROFESSIONAL DEVELOPMENT Certified Six Sigma Green Belt Leader as Coach Situational Leadership Management Operations System

AWARDS Tribute Award Chairmans Award for Quality Small Business Services award for Leadership (2x)