Professional Strengths:

• Networking Extremely Goal Oriented Strategic and Operational Planning
• Client Development Professional Presentation Budgeting and Monthly P L Management
• Customer Relationship Building Negotiation Tactics Strategy Development
• Business Management Operational Risk Management Project Management
• Mentor / Motivator Persuasive Communicator Call Center Operations

Confidential

• Manages a team of 10 Recovery Specialists and 1 Team Lead.
• Responsible for recovering credit card accounts totaling 110 million in balances.
• Monitor and review risk 3000 cease and desist
• Continually reviewing all processes and systems in the Recovery Department to reduce risk to the company.
• Developed In house recovery dollar reporting, call reporting, and forecasting.
• Work daily with OET to ensure all calls are 100 quality, and provide coaching for every opportunity.
• Develop and Manage special project teams to ensure compliance and reduce departmental procedural gaps.
• Provide guidance to less experienced Team Members, Leads, and Supervisors to improve collection results, maximize compliance, quality assurance, and appropriate account work through an individual employee development.
• Collaborated with other entities to develop and implement incentive programs.
• Presented operational strategies to senior management to improve work flow, portfolio performance, and system enhancements.
• Review standard operating procedures to limit risk within the Recovery Department and abide state and federal laws.
• Developed internal OET call review tracker to pin point compliance and quality opportunities.
• Was instrumental in reviewing and merging cross departmental collections practices such as skip tracing, account maintenance, and call volumes.
• Monitored cost and maintained relationships with outside skip trace venders in continued efforts to increase collection results.
• Worked with Wachovia Managers and Supervisors on Wachovia conversion.
• Monitored, tracked, and communicated departmental performance results.
• Consistently achieving monthly collection goal 22 month record of 100 or better results.
• Played a key role with the Recover ease system project team.
• 2007 2009 Operational Management over Paralegal and Legal Department

Confidential

Operations Manager

• Managed 35 Customer Coordinators, 2 Supervisors 3 Assistant Managers.
• Oversaw operations of 24 hour call center including managing risk, development, implementation and maintenance of processes, procedures and metrics to ensure effective operations.
• Manage call center financials, such as budgeting, monthly payroll, cost controlling and accounts receivable. Reduced overtime by 60 and balanced call center budget within 3 months.
• Develop training manuals and orientation programs for all new employees. Implement training files for all new and existing employees to improve development and individual success.
• Developed policies and procedures to ensure better quality assurance and future development of the call center.
• Build and maintain ongoing relationships with 77 branches across the nation, through regular communication and review of policies and procedures, to ensure compliance.
• Analyzes call center volumes, productivity and patterns to optimize staffing levels. Set expectations and develop measurable processes to improve quality of activities and services.

Confidential

Collections Call Center Director

• Managed 40 Account Managers, 4 Supervisors, 1 Trainer and 1 Administrative Assistant
• Increased average monthly collections from 73 to 94 .
• Managed over 5,800 bulk purchased and point of sale accounts in Florida, Georgia and Alabama.
• Effectively managed all company compliance, operational risk and budgetary forecasting.
• Developed monitoring procedures and review repositions and litigation actions for compliance.
• Developed and administered all hiring and recruiting procedures.
• Project manager for the development of several programs, policy updates and systems, improvement/implementations involving FDCPA, TIL, state collection and recovery laws, collections computer systems, phone monitoring system, cure deferment plan, timecard data base and company logo.

Confidential

Collection Manager

• Managed 36 direct reports.
• Managed recovery operations for 2 divisions, 6 regions and over 200 branches across the U.S.
• Worked with Operations Managers and Directors to improve collection results, helped develop new areas of the company including Bankruptcy, Real Estate, Suits/Repo, Foreclosure.
• Consulted daily with senior management on collection results and developed new money for company growth.
• Developed less experienced Assistant Managers, and Supervisors.

Confidential

Collection Manager

• Managed a team of 15 employees.
• Controlled and tracked budgets, handled computer problems, held legal consultations with attorneys and mediated disputes.
• Trained new employees on FDCPA guidelines and existing employees on advanced credit card collections tactics.

Technical Skills:

Proficient in Microsoft Office, Davox, Witness, FDR, Supreme, YOM ECAR , Atlas, Hogan, Accurint, Fast Data, MIS reporting, Recoverease, NetSearch, CBC, R1 Wachovia, Irris, Track it, Pass, ACT, Payroll upload, Trans Union, NBBC payment research, and CMS Supervisor .