1. Kenneth M Mercer
6480 E Mineral Dr. C: 720-987-5867
Centennial, Colorado 80112 mercerkenm@gmail.com
VICE PRESIDENT OPERATIONS / REVENUE CYCLE MANAGEMENT
Progressive BPO executive leader, operational strategist and trusted advisor through FOUR
corporate acquisitions. Rapid career progression,established record of sound financial guidance in
complex, changed settings, demanding keen business acumen. Driver of call center operational efficiency,
revenue cycle management, turn-around specialist, whom establishes core metrics that optimize team
performances and maximize productivity.
SKILLS
♦Strategic Planning/Development ♦Financial Management
♦Budgeting/Forecasting ♦Root Cause Analysis
♦Process Improvements ♦Key Financial Metrics
♦Call Center Management ♦Cost Reduction Initiatives
PROFESSIONAL EXPERIENCE
Vice President Operations,10/2014 to 8/2015
Transworld Systems Inc. / Acquired by Platinum Equity – Horsham, PA
Selected by new ownership to continue managing all overseas operations, and all centralized legal
operations. These teams were directly, and indirectly responsible for 2.3mm+ monthly and margins of
48%. Manage 9 direct reports and 500+ indirect reports for $400M business outsource Receivables
Company.
 Created MOS Leadership Guidelines Process resulting in 20% improvements in both call quality
and compliance.
 Established Enterprise level Quality and Compliance monitoring process reducing errors to less
than 1%.
 Handle oversight of all training, and operations for Taguig collection team pushing them to the
number 1 producing location in the company. Monthly production exceeds 600k, with margins of
58%.
 Partnered with Learning Services to create and produce Leadership Training for Coaches,
increasing agent productive time by 10%.
 Restructure of real estate,collapsing brick and mortar locations and relocating key roles, 15%
cost reduction.
 Invigorated staff performance, reorganizing teams, developing talent from underutilized
employees.
Vice President Operations and Legal, 01/2008 to 10/2014
Transworld Systems Inc. / Acquired by NCO Financial/Expert Global Solutions – Horsham, PA
Executive for multi-location business outsourcing provider in debt receivables business. Led $18M
division producing 45% margins. Serviced clients in broad range of industries including, Healthcare,
Financial Services, Banking, Commercial, Telecommunications, Education, and Utilities. Managed brick
and mortar and Work at Home workforce consisting of 8 direct reports and 100+ indirect across all time
zones and Puerto Rico.
 Reorganized operating structure and implemented operating metrics and weekly/monthly KPI
review process.
 Added and coordinated key management projects, including reduction of 10+ locations from
brick and mortar to Work at Home, 30% cost reduction.

2. Kenneth M. Mercer, PAGE 2
 Created new collection team in Taguig Philippines starting with 12 agents, and currently at 60.
 Created new teams in Mumbai India, Quezon City Philippines, and Taguig Philippines to aid
collection teams with skip tracing, consumer contact, and transfer,as well as payment processing.
 Created new team to support sales initiatives with low cost solutions.
 Created employee feedback/survey leading to 11% reduction in turnover.
Regional Vice President, 09/2004 to 01/2008
Transworld Systems Inc. / Acquired by Outsourcing Solutions Inc. – St Louis, MO
Chosen to lead largest revenue producing region consisting of 8 call centers across three time zones.
Oversaw management and unit productivity for Collections, Customer Services and Accounts Receivable.
Managed and directed all financial reporting/forecasting and business development.
 Led top region in company delivering 35.9% of division revenue and 36.5% of division earnings.
 Delivered $9.43M annual revenue and 49.38% margin.
 Led the centralized legal operations and managed all vendor relationships throughout the US.
Accounted for 23% of all revenues produced.
 Hired, trained, developed and promoted 3 associates to General Manager positions.
 Directed transition of brick and mortar location to Work at Home, resulting in 20% cost reduction
and 10% increase in revenue.
 Produced 4 of top 6 EBITDA locations in company, 6 of top 10 revenue producers, and 7 of top
10 in recovery rate growth.
General Manager, 12/1998 to 09/2004
Transworld Systems Inc. / Acquired by Outsourcing Solutions Inc. – St Louis, MO
Administer financial controls, including budgeting, forecasting, and P&L for 25+ person debt collection
call center servicing 60,000 clients. Created benchmarks and established KPI metrics streamlining
reporting capabilities to meet operating needs.
 Increased revenue 17% in first year and maintained strong record of consistent growth in revenue,
EBITDA,and liquidation rates.
 Led team that set ALL-TIME branch monthly revenue record of $298k breaking numerous
branch records.
 Managed team of 25+ agents delivering $2.7M+ annual revenue with 45% margins.
 Developed legal forwarding network resulting in additional revenue stream of $180k annually.
 Created and implemented Peer to Peer review process improving key KPI’s by 5%.
Regional Manager, 07/95 to 12/1998
Transworld Systems Inc. dba Credit Management Services / Acquired by Union Corp. –
Greenwich, CT
Operational leader for $1.4M, single location, accounts receivable BPO. Oversawenterprise clientele for
Colorado, New Mexico, Oklahoma, Utah, Nevada,Idaho, and Montana while overseeing the unit
productivity of the collection staff. Managed and directed revenue cycle performance, directing all
financial reporting/ forecasting and business development.
 Strengthened organization talent hiring, training, and promoting two new Regional Managers
 Created new revenue stream leading to 50% increase in EBITDA and 43% margin in first year.
 Negotiated strategic partnerships with local companies, adding 120K annually.
 Revived location image, upgraded and developed new talent, increasing liquidation rates 33%.
EDUCATION AND TRAINING
♦Bachelor ofArts in BusinessManagement Information systems, Washington State University
♦Six Sigma, HIPPA, FDCPA, TCPA, DISC,Leadership Development
AWARDS
General Manager Warrior ofthe Year