* Coordinate and maintain monthly website and mobile app content refreshes in English and 17 localized sites* Support initiatives for European, Middle Eastern, and African markets to meet annual goals* Work in tandem with senior staff, country teams, national retailers, and third-party partners to coordinate the launch of new tools, resources, incentives, system integrations, and promotions for target market regions and countries* Collaborate on content scripting with internal writers and external contracted writers and editors * Review and test launch initiatives for quality assurance of localized website and mobile app* Moderate forums and email support inquiries

Earned rapid promotions to current role leading a 10-person team of specialists in fielding customer inquiries, leveraging background in relationship management and processing to drive loss mitigation and default avoidance. Culture Shaping* Reengineered employee recognition program and processes to regenerate interest and engagement, proving invaluable in shaping a high-performance, high-morale culture.Training Program Development* Selected for a special project to design a training program on customer communication strategies, working in collaboration with a small group of management peers to create comprehensive presentation, role-playing, and Q&A for 200+ with only 2 weeks' notice.Continuous Improvement* Revamped key performance management and coaching resources, developing consistency across HR and training tools to ensure uniformity of instruction and evaluation.

Educated customers on loan modification options, engaging in professional communications, working diligently to develop respectful relationships, and managing an active caseload averaging 400 clients in various stages of delinquency and foreclosure.Training Facilitation* Developed and delivered training to 200+ associates, facilitating 5 training sessions between January and May to support an organization-wide transition to a new operating model.Mentoring & Coaching* Designated as a training mentor, working with mentees (new hires) to facilitate the critical 6-week onboarding process involving instruction, shadowing, and on-the-job oversight.Project Management* Served as a member of a 3-person pilot group charged with transitioning processing operations to a new site, mapping workflows, leading training efforts, and managing operational migration.-Extensive knowledge of foreclosure alternative options and procedures to cater to customer’s unique circumstances-Consistently high performer on phone evaluations -Committed to timely completion of various reports and daily caseload; ability to assist other employees and take on additional responsibilities