Austin D. Email & Phone Number

• Developed, documented, and rigorously tested a new settlement process, while managing a team as the Settlement Supervisor. Conducted four one-hour staff training sessions remotely while managing COVID-19 symptoms. This successful initiative led to a seamless operational enhancement and paved the way for my transition to an official Project Manager role.• Led comprehensive upgrades to the CRM system, including creating a debt payoff calculator and an automated fee collection tool, significantly boosting operational efficiency and reducing manual workload for settlement representatives.• Regularly spearheaded company-wide initiatives, such as deploying new software for policy management, encompassing system design, stakeholder training, and strategic rollout planning.• Assisted in the strategic planning and implementation of a full-service litigation support model for partner company Better Life Plans (BLP), showcasing adeptness in collaborative project execution.

Southfield, Michigan

• Manage database with $150+ million of debt and 30,000+ tradelines in Microsoft Excel• Developed an automated process via macro programming to create/maintain a dashboard of multiple departments performance as well as automating the creation of the debt database• Improved department monthly production average from 1,000 settlements to 1,200+• Led settlement department through COVID-19 transition while improving performance every month• Created employee manual for departmental processes and workflows • Responsible for hiring and training new Settlement Negotiators• Oversee 11+ employees in resolving customer debt

Southfield, Michigan

• Negotiated settlement arrangements with creditors to obtain favorable agreements for our clients• Achieved 50+ settlements every month in 2018

Chicago

• Evaluated by secret shopper for customer service skills and earned the front desk a rating of 103%, 15% better than previous year, by personally resolving shoppers conflicts during their stay• Navigated the front office during multiple Epitome PMS software outages by directing and coordinating the team through manual check ins• Coordinated with Chicago law enforcement agencies in numerous emergency situations including gun threats, domestic disputes, theft, and elevator entrapments• Managed overbooked nights by evaluating if any incoming guests may need to be relocated to another property• Responsible for evaluating and responding to all guest satisfaction surveys in a timely manner• Managed the front desk inventory and ordered accordingly to ensure adequate supplies• Assembled cover sheet for VIP guests daily to ensure all next day VIP arrivals are set up properly• Train new guest services agents

Greater Chicago Area

• Automated employee incentive chart for to reduce errors and save time for management• Built reports using salesforce software to minimize completion time of daily checklists and implemented them into daily operations• Provided resolution for all guest issues that arose during hotel wide water outage• Increased operational efficiency by automating the hotels VIP coversheet reducing redundancies• Assisted in transitioning the credit card authorization process to a digital format enabling authorization forms to be more accessible

Michigan State University, East Lansing Mi

• Lead 19 student supervisors with conflict resolution, performance management and employee relations• Collected pertinent information, compiled into a database, and used Excel formulas to craft a schedule for 85+ employees across 8 different service centers every semester covering 1000+ work hours weekly• Developed an scheduling processes to reduce time spent crafting the schedule by 50% and produced a system that reduces errors and redundancies• Supervised the rapid turnaround of multiple residence halls housing 2300 residents from one season to another with a time period of one week, including all changes operational processes and needs• Administered online software to communicate and track all shifts for all staff, allowing for creating more transparency in the scheduling process and allowing staff to more easily communicate with one another• Led near-complete overhaul of service center model, such as staffing and functional changes, with less than one month's notice• Plan hiring, staffing, training, evaluations and oversee daily operations

•Oversaw 10+ tour guides, trained new staff, and conducted meetings to evaluate and improve the program•Planned and mapped out tour routes and made appropriate alterations to align with managements goals•Provided tours to incoming freshman and their families while adhering to all REHS safety and security guidelines

New Buffalo Mi

• Created and developed an employee handbook that details all operations• Achieved all tasks pertaining to housekeeping such as cleanliness of guest rooms• Exhibited exemplary customer services skills while greeting and checking guests in• Balanced successfully all daily tasks with multiple additional, special projects "as assigned"