Michael Jeffrey Oneschuk

Experience

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  MBNA AMERICA

  Sept 1988 - Jun 2000

  Customer Assistance Representative

  Improved delinquency rates by contacting customers and negotiating payment agreements to cure their delinquent accounts.Bankruptcy Reaffirmation RepresentativeDeveloped the department through a review of business need in accordance with bankruptcy regulations.Contacted customers who were filing bankruptcy and offered a reaffirmation agreement.

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  VERSALIGN, INC

  Jun 2000 - Jan 2001

  Accounts Receivable Manager

  Improved revenue streams by managing past due receivables via collection staff and support individuals.Reduced delinquency through root cause analysis and problem resolution.Improved bad debt collections by developing and maintaining relationships with third-party collection agencies. Increased Senior Management awareness by developing and distributing delinquency reports, new invoice business reports and daily deposit total reports.

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  HOSPITAL BILLING AND COLLECTION SERVICES

  Feb 2001 - Sept 2002

  Accounts Receivable Manager

  Maintained customer service levels by managing the average speed of answer on inbound telephone calls.Collected past due receivables by managing a staff of supervisors, accounts specialists and collectors.Improved call routing efficiency and right party contact rates by reviewing, planning and overseeing the installation of a new automatic call distribution (ACD) system and predictive dialer.Developed and distributed daily, weekly and monthly predictive dialer results, inventory penetration results, and production results using Crystal Reporting.Expedited representative learning curve by developing and implementing a transitional training program for newly hired and trained employees (ICU).Improved Customer Service by developing and facilitating hospital-specific training sessions and customer service techniques (RISE).Increased collection rates and reduced age of receivables through identifying delinquency trends, creating and executing collection strategies.Ensured proper staffing through interviewing candidates for positions within the department.Increased consistency by assessing, rewriting and implementing departmental policies and procedures. Show less

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  JPMORGAN CHASE CARDMEMBER SERVICES

  Nov 2002 - Nov 2006

  Increased lender effectiveness and quality through assisting staff with judgmental lending decisions.Improved service level by assisting staff with escalated telephone calls and coaching for service improvement.Ensured accurate reporting by maintaining production and exception entries for my team of analysts.Increased production through developing and maintaining daily and monthly departmental goal spreadsheets and communicating results in comparison to goals.Ensured completion of time-sensitive work, high open to buy reduction and pending volume by prioritizing and coordinating daily staffing assignments.Met and exceeded daily and monthly team goals through developing and maintaining team production reports to coach for improvement in results. Show less Consistently achieved department performance standards through managing, coaching and developing a staff of collection representatives.Succeeded 2003 and 2004 budget goals by reducing unit costs within the department.Improved representative effectiveness through monitoring performance, monitoring telephone calls, assisting with escalated calls and providing feedback.Improved performance by establishing daily, weekly and monthly team goals.Increased daily collections by increasing right party contact rates through analyzing, developing and implementing predictive dialer strategies.Increased billing cycle achievements by developing and executing manual collection strategies.Reduced department cost and increased productivity through maintaining department weekly time and attendance records.Established development plans by assessing representatives and assistant supervisors through writing and facilitating monthly, interim and annual employee reviews.HOSPITAL BILLING AND COLLECTION SERVICE, LTD.Manager, Patient Accounts / Self-Pay Receivables Show less

  • Loan Risk Review Process Specialist

    Jan 2005 - Nov 2006

  • Collections Department Supervisor

    Nov 2002 - Jan 2005
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  HSBC NORTH AMERICA

  Nov 2006 - Apr 2011

  Unit Manager, Customer Service Department

  • Ensured customer satisfaction by managing more than 220 seasonal call center staff members, responding to 875,000+ annual customer telephone inquiries.• Ensured call handling service level agreements were achieved by developing call volume forecasts, creating capacity plans and managing appropriate staffing levels.• Reduced average calls per product ratio by 29 percentage points through analyzing high volume inquiries and making improvements to external training, external documents and internal training.• Decreased staffing expenses by managing a 17 second reduction in average handle time for customer service representatives.• Increased average representative quality call observation score by 17 percentage points through reformatting training modules and the desk reference tools (TFS Customer Service Intranet).• Increased customer self-serve rates in the IVR/VRU by 1% and reduced the average call length by 15 seconds through reorganizing the information accessibility and decreasing the lengths of the informational scripts. Show less

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  First Data Corporation

  Sept 2011 - Nov 2018

  Manager of Customer Service Operations

  • Improved Member Services client satisfaction and resolution timeframe through an 11% increase in first call resolutions by developing and delivering troubleshooting training for call center representatives. Reduced cost of resolution by reducing escalations to tier 2 staff.• Improved ATM Client experience and time to resolve by reducing calls per ticket by .76 calls through managing the development and delivery of ATM Troubleshooting Classes for ATM Control Center representatives. Increased average handle time, but kept total monthly call minutes flat.• Improved client ATM Availability rates by identifying logjams and process delays in ticket work action and reviewing Tracker Online Service Instructions during ATM fault ticket reviews with clients. • Maintained appropriate staffing levels in ATM Control Center by developing a forecasting model for ATM fault tickets through analyzing prior year data, factoring current year volume adjustments and comparing to current tickets per hour performance. • Reduced system down time by developing leadership team procedures to identify issues, open incident reports and escalate for quicker response and quicker return to service status.• Increased representative performance working ATM Fault Tickets by analyzing, developing and implementing a Tickets per Hour metric and managing staff accordingly.• Increased Voice of Customer survey scores through analysis of data, process improvements and enhanced representative coaching.• Managed 2011 through 2015 organizational operating expenses to 5% under budget, ranging from 1% to 9% annually.• Increased representative available percentage by implementing a process to monitor and coach auxiliary telephone code usage and after call work usage.• Improved client ATM availability performance by implementing aged ATM incident ticket monitoring and control. Show less

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  Sun East Federal Credit Union

  Nov 2018 - Nov 2019

  Retail Banking Call Center Manager

  • Decreased average handle time for new hires and increased autonomy by developing and executing an On the Job Training program for newly hired representatives.• Decreased timeframe to book “out of footprint” accounts by developing an exception approval process for online applicants.• Improved customer satisfaction by decreasing follow up time on “detractor” Member surveys and implementing solution to resolve concerns.• Developed a daily call forecasting model based on prior year call volume and factoring annual and weekly increases/decreases.• Developed intraday staffing forecasts based upon call volume forecasts, shrinkage rates and call average handle time. Show less

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  Capital One

  Mar 2020 - Sept 2023

  Anti-Money Laundering Investigator
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  PNC

  Mar 2022 - now

  Assistant Branch Manager