Responsible for managing and providing guidance for customer and dealer contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. Conduct ad hoc analysis and manage reporting and metrics as it relates to developing, analyzing, and producing daily, weekly, monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisions.Develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in contact center and back-office environment. This includes internal as well as working with a Business Process Outsourcer (BPO). Works collaboratively with management during the annual planning and Mid-Range (3-5years) planning phase to provide workload and resource projections and requirements.Partner with key stakeholders to ensure that process design (CRM/IVR/ACD), planning and delivery achieves organizational goals and metrics including financial, time-based, and population targets.

Responsible for managing and providing guidance for customer and dealer contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.

Provided leadership and guidance to team of 12 Customer Service Agents, including call monitoring, job coaching and handling escalated call issues and providing resolution.

Lead all Call Center new hire training activities. Developed, reviewed and implemented a training program for new and existing Customer Service Representatives for both brands and products handled at NMAC.

Process and maintenance of off-lease liability billing, adhering and meeting State and Federal Guidelines. Provide analysis and recommendations for leadership in regard to liability billing.

Call center representative assisting off-lease customers with end of lease billing issues and payment arrangements.

Final quality control reviewer prior to funding to include valid data entry and program usage of funding deals meeting company deadlines and providing accurate and efficient service.Analyzed and researched dealer checks for proper assignment and allocation. Handled Service Loan Car portfolio, partnering with SLC Business Manager to ensure deals were entered into system efficiently.