Be present and engaged in operations of the team during the business day; address team member issues as they occur; listen fully to understand and recognize when stakes are high; seek solutions that offer a win for team member and manager. Establish a positive work environment through connection to people; practice active listening, recognize improvement and celebrate success. Ensure that all team members understand expected results, where their teams are in relation to goals weekly and monthly. Continuously provide team members both positive and negative feedback so they know where they stand; create success by celebrating even small gains. Plan and lead effective group meetings with team to discuss progress, share ideas and create learning environment. Conduct consultative coaching; recognize that learning is a progressive effort; ask effective questions to understand and engage agents in their own development. Create and maintain coaching plan document that accurately reflects specific areas of opportunity and best practices; building development from previous sessions. Use tools to identify behaviors that limit or prevent issue resolution; include specific examples and model or role play a better approach. Monitor calls, listening for consultant to apply coaching; deliver immediate feedback to support behavior changesUpdate internal applications daily to ensure accurate reporting of business financials, results to clients and payroll for consultant. Manage absenteeism and PTO usage to assure that team meets organizational utilization needs. Utilize KPIs as a diagnostic tool to identify priorities for focusing attention. Fairly and consistently apply consequences through employee counseling

Ability to troubleshoot technical issues with little guidance, Exceptional conversational and problem solving skills. Strong relationship management skills, able to multitask and be able to diffuse difficult situations. High level of proficiency with Windows (98,ME,2000,XP, Vista), Excel, Word, and Internet application such as Internet Explorer, Firefox, Outlook, Outlook Express.

Responsible for a variety of duties in support of the dialer system in accordance to departmental guidelines and operation needs. I setup dialer to the proper specifications once dialer campaigns are decided; as directed, increase or decrease dialer pace in order to maintain a high level of productivity. I assisted in resolving basic, routine dialer issues by identifying issues and researching in a timely manner, following research through to resolution; prepare routine reports, as required.

Responsible for establishing contact with customers in order to gather information from those customers who are unable to maintain their financial obligations in a timely and accurate manner reflecting departmental guidelines; inform customers of the variety of repayment options available on their account in a professional, factual and friendly manner in order to both recover outstanding debt and maintain customer patronage and loyalty; respond with a sense of urgency to a variety of customer inquiries, providing accurate and complete information.