MARK SIMS

Arlington, TX 76015 mark.sims@ymail.com Cell: 817-228-8674 Home: 817-228-8674 Finance- Billing Credit and Collections Experienced results driven professional with a unique combination of operations management, business leadership, and distribution management skills. Looking to lead an organization to optimal performance with Billing- Credit & Collections as my expertise. Areas of Expertise: Service Quality Banking International Off-Shore Billing-Credit & Collections Training and Development Budget Analysis Professional Experience TARGET DISTRIBUTION, Midlothian, TX 9/2009 Group Manager Manage the direction and flow of the distribution operations center to completion, ensuring ontime and accurate delivery to the client- 100% priority commitment achieved 2011. Managed 25-30 Team Members and Team Leads for direction and development. Recognized for creating and maintaining a positive and cohesive work environment. Non-Conveyable Project- realignment of the location and process, change in team members, result in capturing $300,000 in lost revenue. Safety/Quality assurance Best Practice Leadership. HAZMAT/OSHA , Leadership and point of contact. CITIGROUP, Irving, TX 3/2004 3/2009 Assistant Vice President - Unit Manager (Previous roles: Service Quality, Unit Supervisor, & Trainer) Managed the supervisory collections team and service quality team to consistent achievement and recognition -20% lift in overall results for supervisory team. Implementation of Off-Shore operations-Managed 130 Mumbai team members including first and second level management and collection agents- 30% lift in overall results. Creation and implementation of the International Service Quality team for the entire Credit and Collection division. Recognized as the top Collections team in 2008 for the credit cards division and National Service Quality. Revenue-Risk Management Client Resolution Distribution Management Coaching and Developing Call Center / Customer Service/Sales Work Flow Process Management

Mark Sims, Page 2 SYMCO DIRECT 1/2002 2/2004 Self Employed Broker- Buying from manufacturers selling to retailers, drop shipment. AT&T CORPORATION, Dallas/Fort Worth, TX 4/1994 11/2001 Project Manager (Previous roles: Collections Manager, Credit & Billing Manager, Customer Service Manager, Labor Relations) Managed the Automatic Call Distributor, implementing and recommending change processes for auto-dialer system. Conducted train the trainer sessions. Recognized as Top Project Manager for the auto-dialer implementation. Managed relationship with Information Technology and related Vendor groups for contributing mechanized enhancements. Contracts with Mosaix, Avaya, and Davox. Successfully motivated, coached and developed agents, training, and mentoring agents, providing necessary tools to meet and exceed company expectations and meet compliance objectives. Recognized for consistent top team performance for Billing, Credit and Collections.

EDUCATION & CERTIFICATIONS Bachelor of Arts and Science Business/Management, Dallas Baptist University - Dallas, Texas Certified Respect at Work Leader, Citigroup Certified Recruiter and Interviewer, Citigroup, Target North Texas Lead TECHNICAL SKILLS Avaya, UNIX, Nice Perform, PeopleSoft, MS Office, Outlook, Visio, Crystal Reports, AS400. COMMUNITY Mentor elementary and middle school students, Coach and Officiate for YMCA and Special Olympics, 24-hour fitness. 5/2000

KEY SKILLS Warehouse Inventory and Control Quality Control Inspection Project Management Performance Management Warehouse Management System(WMS) Manage Execution Drive Business strategy Engage and Inspire Budget Analysis Coach and Development