ERIC L. DIETZ1912 Mulligan Drive ♦ Round Rock, TX, 78664

Home: (512) 248-1111 ♦ Cell: (407) 267-4116 ♦ E-mail: dietz.eric@gmail.com

PROFESSIONAL SUMMARYResults-oriented executive with nearly 20 years of experience in training and developing directors, managers, and other staff ♦ Constantly leading teams to exceed KPI’s and financial goals ♦Efficiency expert, implementing best practices and improving KPIs ♦ Organized, take-charge leader ♦ Expert in delivery of large-scale, high-priority, mission-critical projects ♦ Top performer who thrives in high-expectation, high-stress environments ♦ Call centers as large as 750 seats ♦ Articulate communicator, building rapport at all corporate levels ♦ Skilled internal consultant, analyzing existing operations and technology and implementing leading-edge solutions ♦ Accomplished architect and leader of high-performance teams

CORE COMPETENCIESP&L management ♦ Start Up and efficiency management♦ Strategic account relationship management ♦ Inbound/outbound ♦ Staff development, training and mentoring ♦ Sales and Marketing♦ Quality analysis and control ♦ Call Center analytics ♦ Forecasting ♦ Exceptional ability to answer audits from government entities ♦ Compensation and quota design ♦ Benchmarking and performance metrics ♦ Deep knowledge of customer acquisition, retention and loyalty programs Strong HR knowledge ♦ Business analysis ♦ New program development and launches ♦ Exceptional follow-through and attention to detail ♦ Budget generation and adherence ♦ Global implementations ♦ Committed to exceeding customer expectations ♦ Passionate about leadership by example

PROFESSIONAL EXPERIENCE

LOAN SCIENCE AUSTIN, TXLoan Science is known to be the leader in loan origination and default prevention specialists in the student loan arena. Loan science has recently been awarded contracts with some of the largest privately held student loan originators in the country and is the leader in its peer groups in collections, customer service, and originations.

Director Of Operations – June/2015 – present

Reporting to the COO, managing the blended start up call center, placing 100,000 out bound calls per day and receiving up to 10,000 inbound calls per day. Servicing collections and default prevention calls in a single site environment. Designed and organized policies and procedures to gain compliance from all auditing purposes, reporting, developed all KPI’s, incentive plans, salary structure, and career path. grown from start up to 100 seats and growing rapidly.

Marquee clients included University of Phoenix, DeVry Institute, ITT Tech, UTI, Art Institute, Austin Community College

Reached profitability with in 1st year of moving the call center from complete outsourcing to in-house. Responsible for operating systems, procedures, controls, technology planning, implementation, capacity

planning, customer satisfaction, employee relations, and performance measures. Designed and implemented internal reporting and work force management with the implementation of

the Nobel Dialer. Introduced many mentoring initiatives encouraging peer to peer mentoring as well as management to

staff.

INDYMAC MORTGAGE SERVICES Austin, TX

– Page The 5th largest mortgage servicer in the US. Three contact centers in the US and two outsourced vendors. IndyMAc is known for their industry leading service and collections activity for the Fannie May and Freddy Mac government portfolios.

Vice President Enterprise Call Center – Jan/2009 – Nov/2013

Reported directly to EVP Mortgage Servicing. Managed the blended domestic call center, one domestic outsourced call center, and one inbound Middle Eastern call center, providing oversight of staffing, training, and collections. Inherited a collections portfolio close to 25% delinquent achieved delinquency rate to less than 8%. Designed and organized policies and procedures to gain compliance from all auditing firms including Fanny Mae, Freddie Mac, and the CFPB. Combined total of 350 - 500 seats.

Managed $15MM P&L responsibility, 2 call center Assistant Vice Presidents,5 Managers, 30 supervisors, 7 QA reps, 10 analyst’s’ and 150-250 customer service / collections reps.

Marquee investment groups included Fanny Mae, Freddie Mac, Deutsche bank, FHA, One West Bank FSB. Constantly achieved collections goals, Customer service KPI’s and 1 call resolution goals. Responsible for operating systems, procedures, controls, technology planning, implementation, capacity

planning, customer satisfaction, employee relations, and performance measures. Designed and implemented internal reporting and work force scheduling in-house software. Introduces many mentoring initiatives encouraging peer to peer mentoring as well as management to

staff.

LINEBARGER GOGGAN BLAIR AND SAMPSON LLP. Austin, TX

For 38 years LGB&S has focused on government collections. The firm is a major player in public-sector collections, serving over 2,300 clients from offices in California, Colorado, Delaware, Florida, Illinois, Michigan, Missouri, Nevada, New York, Ohio, Pennsylvania and Texas.

Director Retail Collections– June/2006 – Jan/2009

Reported to the CFO. Responsible creating a credit card collections call center start up. Grew from 0 clients to over 50. Recognized by many marquee clients as the best performing agency in their network. Gross Fee revenue generated in final year of project was over $25mm

Managed $10MM P&L responsibility, 3 call center managers, 12 supervisors, 3 QA reps, 3 analyst’s/ work force management and 200-350 collections reps.

Marquee clients included Trac America, Capitol One Bank, American Express, Harvest Group Investments.

Designed backend recovery process that provided exceptional leverage for front end collections Implemented CUBS software, dialer and legal module. Designed all aspects of the call center, from site selection, to HR policies and procedures. Organized schedules and logistics with client-facing and management-facing communications.

P R I O R P O S I T I O N S H E L D

SHIFT 4 RECEIVABLES Vice President Customer Care Jun/2004 – June/2006

ORANGE LAKE RESORT Director of Credit Collections and Recovery Jan/2003 – Jan/2005

CENTRAL FLORIDA INVESTMENTS Director of Mortgage Servicing / Collections May/2002 – Jan/2003

THE MARLIN GROUP Vice President Feb/1997 – May/2002

PROFESSIONAL DEVELOPMENT, NOTABLES Nobel, Concerto (aspect), CUBS Dialer Training

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– Page Volunteer efforts have included church youth group (24 yrs.) and coach youth sports Willing to consider domestic or international travel/ relocation Enjoy rebuilding hot rods from ground up Business travel tolerance up to 100% Collections licenses held in most states in the US

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