Clifford Casey Wilson

About Clifford Casey Wilson

Professional with diverse financial services industry experience including Management, Strategy, Workforce and Collections. Proven ability to learn new processes quickly; build strong relationships throughout an organization to support and influence process improvements. I thrive in a team environment where I can apply my analytical and strategic problem-solving skills to drive operational success and create strong relationships while ensuring the highest levels of customer satisfaction and support.

Experience

1. Head AVP of Collections Dialer Strategy

   CardWorks

   Feb 2022 — Present

   Leading the development and execution of dialer strategies for outbound collections calls, including predictive dialer configuration, campaign segmentation, call timing, pacing algorithms, and list prioritization to maximize right-party contact (RPC) rates and recovery dollars while minimizing compliance risks- Overseeing collections dialer operations, analytics, and performance modeling—using data to forecast call volumes, agent staffing needs, and expected recoveries- Collaborating with analytics, data science, compliance, and operations teams to implement and test new strategies (e.g, A/B testing dialer rules, integrating skip-tracing data, or optimizing for digital-first contact channels)- Providing strategic direction to senior leadership on collections technology investments (e.g, dialer platforms like Noble, Aspect, Five9 Acqueon Solutions, Genesys Cloud, Twillio, or proprietary systems) and process improvements- Knowledge in SQL, SNOWFLAKE, SAS, DOMO, Power BI, Acqueon Solutions, Genesys Cloud, and Twillio.Notable Accomplishments - Developed, implemented and maintained the following in-house, proprietary models: Downtime | Staffing and Scheduling | AI for Dialing and Digital Communications- Lead analyst for 3 major board analytical campaigns: Developing our People (eLearning), Collection Scorecard, Phone Behavior Intelligent- Achieved 3 spot awards/bonuses for organizational leadership achievements above and beyond normal duties and responsibilities- Managed 2 successful Dialer and Telephony solution upgrade (1 major and 1 minor)

Education

• Dakota State University

  English for Information Systems

• Texas Lutheran University

  Information Science/Studies

Skills

• Call Centers
• Business Analysis
• Outsourcing
• Process Improvement
• Leadership
• Customer Service
• Vendor Management
• Management
• Team Building
• Banking
• Risk Management
• Microsoft Excel
• Credit
• Business Process Improvement
• Analysis
• Operations Management
• Strategy
• Strategic Planning