HIGHLIGHTS OF QUALIFICATIONS

• Result-oriented professional with over 15 years of extensive operational and facilitation management experience in various industries to include the US Military. Expertise includes managing operational facilitates to include P/L responsibility, establishing cost-savings procedures and designing customized curriculum/call center scripting based on needs analysis and customer satisfaction. Successfully facilitated soft and technical seminars and webinars. Technical training included EMR, Avaya, Eyebeam, FACS soft-phones , Cisco, Davox, Touchstar, TCT and Mosaics auto-dialers and other telephony applications. Possess proven success at delivering sales training, technical training, improving service standards, production and efficiency. Additional accomplishments within Sales, Call Center, Banking, Mortgage Banking, IT, and Medical include:
• Delivered highly effective classroom and virtual instruction on various proprietary software applications.
• Created, managed and tracked Standard Evaluation testing and retests within respective LMS systems. Lattitude, Sharepoint, Articulate, Inquisite and E-Learn
• Implemented and enhanced the curriculum in support of U.S Department of Education, JPM Chase, Bank of America, Emory Health Clinic, Capital One Auto Finance, Bank of America, AT T and DaVita Dialysis respective guidelines.
• Proven ability to bridge the gap between curriculum understanding and daily application.

EXPERIENCE

CONFIDENTAIL

SAP Software Trainer

• Conducted drop-in training sessions for Managers, Payroll, Resources and Employees of a major Utilities provider in the Northeastern part of the U.S.
• Provided floor support with timesheets for payroll after the go-live conversion date
• Supported field management clinics with troubleshooting post go-live.

CONFIDENTAIL

Corporate Contract Trainer

• Provided Classroom and VILT training sessions to newly hired and re-deployed bank associates.
• Delivered training for the Timely Mods and HSS2 positions.
• Facilitated transition to the queue driven process for modifications
• Facilitated the understanding of the Phase Code and Milestone loan matriculation in support of MHA guidelines.

CONFIDENTAIL

• Salesforce/CRM TOOL
• LAMP
• Global Settlement Processing
• BAC Special Modification Checklist

CONFIDENTAIL

Corporate Contract Trainer

CONFIDENTAIL-Provide Proprietary Software applications EMR/HER training for data conversion from DSI to the newly acquired DaVita Dialysis.

• Provide one on one and classroom computer software training to Nephrologists, Nurses and PCT's for daily operations within a Dialysis center.
• Train all Home Hemodialysis and PD Dialysis modalities
• Troubleshoot and resolve unexpected technical problems on site and remotely
• Train Laboratory procurement, processing and packaging
• Serve as liaison between Facility Administrator and Help Desk for technical resolution of issues outside my scope of authority

CONFIDENTAIL

Corporate Contract Trainer

• on strategies and processes related to contract claims/Repurchase requests for Government Sponsored Entity loans and NON-GSE loans.
• CONFIDENTAIL In support of National MHA program, delivered training to new hire and re-deployed associates for several multi facet bank initiatives.
• GSE Investor Audit Training- Within the Credit Loss Mitigation Group, trained investor auditors
• Delivered high level process training of the assessment and validation of Mortgage Insurance coverage rescissions.
• Provided group training for Suspicious Activity and Undisclosed Liabilities to ensure loans had been prudently underwritten.
• Additionally provided classroom and virtual instruction for : Reps and Warrants, Foreclosure Review Audits and Customer Level Solutions.

CONFIDENTAIL

Corporate Contract Trainer

• CONFIDENTAIL Delivered several one week intense training sessions for Customer Service Representatives on the Government's dental and vision package options. Delivered and assisted with the design of various curriculum segments to enhance the delivery to the Customer Service Representatives.
• Effectively demonstrated system application knowledge and details to measure Representatives competence and readiness for live calls .
• Administered assessments to test for quality assurance of telephone knowledge and communication skills.
• Provided follow-up measurements and feedback for client review and debrief upon completion of the project.

CONFIDENTAIL

Training Manager

• Successfully conducted Manager and Collector training for a multi-servicing Third Party Collection Agency. Served as FDCPA/FTC compliance liaison and provided company-wide training to enhance Risk Management and lessen costly violations. Delivered effective training for over 300 employees.
• Designed, conducted and facilitated numerous training courses for the U.S. Department of Education.
• Provided Technical training for B-frame host collection system and Touch-Star.
• Facilitated weekly Compliance Training in alignment with the various Federal and State statutes.

CONFIDENTAIL

Collection Manager

• Managed the operations of multiple client portfolios within a third party collection agency. Devised and implemented weekly and monthly strategies to meet client liquidation rates. Implemented dialer adjustments to increase dialer efficiency. Simultaneously managed up to 42 T-mobile Financial Services collectors and 30 Medical collectors in an auto-dialer environment.
• Rewarded with additional monthly Market Share placements 1.5M of delinquency business for continued and sustained results.
• Maintained an astounding 7 call abort rate for T-mobile.

CONFIDENTAIL

Owner

Operated a successful Fitness Consulting business for clients. Designed individual/group training, as well as fitness and nutrition programs.

CONFIDENTAIL

Senior Manager

• Directed the operations of Work Force Management, Dialer Ops, Call Quality and Training departments within a 600-seat Credit Card/Customer Service call center. Provided leadership to eight Unit Managers through successful coaching, training and professional development.
• Devised successful calling calendars which increased contact rates and lowered delinquency from 18 to 11 within the first 90 days.
• Increased call quality scores by 22 by creating weekly collector/unit manager integrated calibration meetings.
• Continually made decreases in the 4M credit card delinquency portfolio through critical analysis, training and dialing strategy adjustments.

CONFIDENTAIL

Assistant Vice President/Manager

• Managed the Mortgage Collections/Training and Development departments, consisting of 300 collectors and 20 supervisors. Established monthly and quarterly goals in alignment with long-term business plans. Design and conducted training courses for line, level, supervisory staff and vendors. Additionally, handled Incentive Planning and Risk Management.
• Continuously decreased outstanding loans from Early Stage-Loss Mitigation departments. Loan Portfolio exceeded 3M.
• Created and facilitated Negotiating from a power position , Dealing with difficult customers and Managing to reports for Supervisors training courses.
• MILITARY-USAF-Honorable Discharge