Jason Smalarz

WORK HISTORY

EDUCATION

ABOUT JASON SMALARZ

Operations / Contact Center Executive As an accomplished leader with a track record of success, I specialize in managing Contact Center Collections, Loan Servicing, Customer Service, Underwriting, Business Development, and Quality Assurance operations in high-volume processing environments. I have led teams of over 600 full-time employees across multiple onshore and offshore BPO locations. My results-driven approach focuses on effective talent acquisition, employee development, cross-functional collaboration, strategy, and disciplined performance management to achieve business objectives. I create positive environments where work is fun, focused on continuous improvement, and goals are exceeded. Key Accomplishments: • Implemented a highly effective Productivity and Performance Management System at Byrider, Carrington, and Vantage West that boosted critical KPIs, such as collections by up to 32%, exceeding delinquency forecasts • Achieved record-high Employee Satisfaction rates of up to 100% and reduced turnover to 23% at Byrider, Carrington, and Vantage West by communicating the organization\'s vision and key results, building cohesive teams, and removing obstacles that hinder performance • Championed process improvement initiatives using Six Sigma and Lean methodologies at Byrider, Citi, and Vantage West, resulting in cost savings in the millions, enhanced employee and customer experiences, and improved compliance scores to over 90% • Renegotiated BPO Vendor performance requirements (SLA) to optimize productivity and accountability in a volatile macro-environment