Director of Internal Collections. Responsible for two call centers and professional staff, involved in various collection activities on defaulted student loans.Managed collections strategy and daily results, monitor adherence to company polices and industry regulations, expense and budget management, personnel management and process improvement.Lead my team to meet or exceed revenue goals consistently, while driving down expenses and meeting budget targets each year.Achieved a company-leading 83% employee engagement rating for 2018.Implemented a digital signature process for collections documents, improving revenue generation. Managed the vendor bid and selection process, negotiating very favorable contract terms for ECMC. Led the project to integrate the process into our system.Implemented a department training program to facilitate new hire, new process and skill development training. Spearheaded the development of the division’s internal website resulting in a paperless SharePoint site.Lead the implementation of an automated document processing process for student loan consolidation applications. The new process allows our team of processors to scan incoming applications and documentation for errors, systematically track application progress and add all documents to our imaging system for reference and retention all at the click of a mouse.

Managed collection and loan rehabilitation retention call centers in California.Responsible for 3 collections supervisors and 1 billing supervisor. Managed daily collections and billing activity. Ensured adherence to company policies, federal and state laws and regulations around the collection of student loan activity and call center productivity standards.Lead a project to modernize payment processing capabilities. Evaluated RFP responses and recommended vendors to Executive Management for further review. Participated in vendor selection discussions and decisions. Acted as the business lead on the project and coordinated the massive effort of converting existing payments to the new system while ensuring complete control over customer data and information. Acted as contract/vendor manager since conversion and continue in that capacity today.

Managed all daily activities in the Default Prevention call center, engaged in both inbound and outbound calling on delinquent student loans.Recruited, hired and trained new supervisors.Ensured compliance with corporate policies and federal regulations governing student loans.

Lead a customer service unit that was comprised of 8 team managers and 160 phone associates. Coached and developed team managers through observation and feedback, training, and modeling behaviors. Achieved 77% associate satisfaction, which was the best in the site. Improved call productivity statistics by 9% through the implementation of an intensive coaching team that became the model for other call centers in the franchise.

Managed 10 facilitators in 4 remote credit card collection sites in the Mid-Atlantic region. Coached and developed facilitators to break through performance by integrating training teams, cross-training facilitators across lines of business and improving communication and partnerships with the various site leadership teams. Communicated with Site Executives and business partners to gauge training effectiveness and identify areas of opportunity. Determined training needs using an analysis process to ensure the root cause of a deficiency is actually a learning gap. Educated and advised site leadership teams when processes were faulty to assist them in implementing plans or projects, to drive a solution that would address the problem permanently.