Robert L. Chester, Jr.

4402 D Clark Street

Dublin, Ohio 43017
Home Phone (614) 789-9754
Cell Phone (614) 599-2180
Email: rc7312ae@westpost.net

Flexible, approachable, service-oriented manager with proven leadership skills.

Committed to agent development and company objectives. Dedicated to providing
outstanding customer service to clients and customers. Superior communication s
kills: easily interacting with all levels of management, clients and employees.
Keen ability to motivate staff members and create various techniques to improve
performance metrics.

REPRESENTATIVE ACCOMPLISHMENTS
* Lead AVP for the American Express Postino project.
* Certified trainer for the American Express Postino project.
* Number 1 ranking for the Great Lakes Higher Education project.
* Project Manager for the development and implementation of the Training Trackin
g System that was designed for Novus Services, Inc.
* 2 time Excellence Award Winner from Discover Card Services, Inc.
* 2 time Perfect Attendance Award Winner from Discover Card Services, Inc.
* Certified trainer and facilitator for diversity workshops and Executive Presen
tation Skills Training.
EMPLOYMENT
Assistant Vice President of Operations, IQOR, Inc. Aug. 2007 - present
* Oversaw Department of Education Contract, American Express Contract and GE Mon
ey Bank Project.
* Liaison between management staff and client contacts.
* Mentored, coached and motivated collection agents to achieve individual and te
am performance objectives and goals.
* Reviewed and analyzed performance reports to identify specific areas of improv
ement.
* Designed, planned and implemented improvement process plans for department and
agents.
* Oversaw the adherence of client, corporate and regulatory processes and polici
es.
* Provided customers with excellent service by handling and resolving escalated
and complex inquiries.

Collections Supervisor, OSI Education Services, Inc. Nov. 2004 to Aug.

2007
* Raised Great Lakes Higher Education performance to Number 1 ranking.
* Managed 25 non-exempt staff members responsible for contacting defaulted borro
wers for Great Lakes Higher Education loans.
* Resolved escalated complaints to ensure customer satisfaction.
* Provided training, coaching and employee development to ensure that all staff
members become successful collectors.

CHASE MANHATTAN MORTGAGE CORP. May 1997 - April 2004

Complaints Supervisor, Servicing Quality Division Oct. 2000 to April 20
04
* Managed 17 exempt staff members whose responsibilities included receiving, res
ponding to and successfully resolving executive level complaints for the mortgag
e division of Chase Home Finance.
* Responsible for monitoring daily department workload
* Provided necessary support and assistance to staff members working to resolve
customer disputes.
* Worked closely with internal partners to ensure that all escalated complaints
were resolved within the required service levels.
* Provided training, coaching and feedback for the professional development of s
taff members.
Foreclosure Supervisor, Asset Recovery Department June 1998 - Oct. 2000
* Liaison between Chase Home Finance and representing attorneys.
* Managed staff of 15 employees.
* Responsible for maintaining communication with various divisions of CMMC to en
sure that investor timelines and foreclosure proceedings were adhered to.
* Communicated daily with foreclosure attorneys to provide status updates and re
quest assistance with specific customer inquiries.
Officer, Servicing Training Department May
1997 - June 1998
* Developed and implemented training materials for internal business partners.
* Conducted Needs Assessments and Analysis to determine department and corporate
level training requirements, with Customer Service being the primary focus.
* Created and designed training manuals and leader guides for all customer servi
ce training sessions.
* Designed Skill Checks and a Training Bay for participant use following the com
pletion of each training class. Information gained was used to measure and eval
uate each participant's ability to perform their related job functions.
* Worked with internal partners to develop BCCE and MCCE training classes.
* Facilitated training classes for all divisions of CMMC.
* Responsible for budgets and resource management for on-going projects.
Training Manager, NOVUS Services Inc. July 1990 - May 1997
* Managed 20 exempt staff members who were responsible for the developing and fa
cilitating technical and professional development training for all employees.
* Conducted Needs Assessments and Analysis with internal partners around the cou
ntry to provide the necessary training to meet their requirements.
* Responsible for timelines, budgets and resource management to ensure completio
n of training projects.
* Oversaw project teams to define tasks, prioritize workload through the develop
ment process and provided timely project updates to senior executive business pa
rtners.
* Worked closely with internal business partners to develop and create a central
ized training department responsible for supporting all company employees.
* Developed a Training Tracking System to monitor and track employee training an
d development plans.
Unit Manager, Discover Card Services Inc. Oct. 1986 - June 1990
* Managed a staff of 14 employees in the Call Center.
* Provided weekly scheduling for staff.
* Ensured that customer calls were resolved and handled in a timely manner.
* Worked with internal partners to research and resolve customer inquiries.
* Responsible for new hire training and development of staff members.
* Provided weekly and monthly reports to the management team.
Retail Operations Supervisor, Banc Ohio National Bank Jan. 1982 - 1986
* Managed 10 branch tellers.
* Responsible for daily balancing of branch deposits and general ledger accounts
.
* Cross-selling of bank products and services to customers.
* Reviewed daily activities to ensure adherence to federal banking guidelines
EDUCATION
Capital University (1979-1982) Completed coursework towards a BA in Communicatio
ns
Career development and continuing education: Management seminars, Institute o
f Banking workshops, Mortgage Banking classes and professional / management deve
lopment classes.

References available upon Request