I have held many roles during my tenure with Wachovia. I started out as a field collector for the Auto Finance Division. In my last 10 years with the bank I served as an Offshoring/Outsourcing Transition Manager, Collection Manager and Collateral Assignment Coordinator.

Responsible for the design and development of a new collaborative collection call center located in the Philippines. Led the line of business through the offshore transition of four distinct products. Responsibilities include the creation of adaptive process maps, risk identification and mitigation, training design, infrastructure requirements, hiring, leadership development, maintaining communications with line of business and vendor, managing daily results and strategy, performance… Show more Responsible for the design and development of a new collaborative collection call center located in the Philippines. Led the line of business through the offshore transition of four distinct products. Responsibilities include the creation of adaptive process maps, risk identification and mitigation, training design, infrastructure requirements, hiring, leadership development, maintaining communications with line of business and vendor, managing daily results and strategy, performance improvement, statement of work compliance, maintaining Wachovia’s Quality Customer Service standards and ongoing transition projects. Show less

Managed a multi-product blended collections department through all stages of delinquency. Responsible for forecasting and meeting targeted delinquency and loss objectives, call strategy development, analyzing performance results and trends, development of front line leaders and staff, maintaining and meeting budget requirements. Led multiple front line leaders utilizing dialer technology, credit scoring strategies, call monitoring systems and QCS analyst along with a strategic coaching approach… Show more Managed a multi-product blended collections department through all stages of delinquency. Responsible for forecasting and meeting targeted delinquency and loss objectives, call strategy development, analyzing performance results and trends, development of front line leaders and staff, maintaining and meeting budget requirements. Led multiple front line leaders utilizing dialer technology, credit scoring strategies, call monitoring systems and QCS analyst along with a strategic coaching approach to meet monthly goals. Managed external and offshore collection agencies assigned portions of our delinquent and skip accounts. Show less

Responsible for implementing a consolidated Collateral Assignment Unit responsible for the outsourcing of auto secured accounts to external repossession vendors. Duties included the creation of workflow and process design, policy and procedures, system enhancements, staff training and development, vendor management including negotiating contracts and meeting budget objectives.