Bobbin Joseph Email & Phone Number

Senior Unit Manager (May 2010 – June 2016)  Exceeded production goals in 2015 by 20% and recognized as the most valuable member of management for the fiscal year Contributed to strategic business decisions on Dialer strategy and Letter Treatment plans that resulted in significant improvement across client portfolios. Identified, developed and promoted 15 agents to team lead, quality assurance and other management positions Management designee for agent performance improvement training. Coached 10-15 agents a week on performance and other improvement opportunities Designed scripts that significantly improved agent interactions with customers and helped overall call quality; scripts were added to the global agent application and was a major contributor for improved performance. Managed a staff of 50+ individuals with varied responsibility levels including managers with direct reports  Led various teams of 10+ individuals on multiple process improvement projects Analyzed collection reports, forecasts and other pertinent models to identify business growth opportunities Facilitated weekly and monthly team meetings in which production deficiencies were identified, evaluated and converted into focused action plans Oversaw all facets of operations including daily operations, audit/compliance, employee development and customer service Handled all Administrative responsibilities including performance Quarterly/Annual Reviews, Payroll, and Corrective Actions for all employees and management staff including the Quality Assurance team Built business relationships with our clients to receive and provide feedback on daily operations Part of the recruiting process for new employees and conducted the training courses

-Workforce Dialer Manager/Quality Assurance Manager (June 2012- September 2014)-Managed scheduling for the Dialer administrative team to ensure proper coverage-Conducted Dialer audits to ensure the strategy is being followed as designed-Monitored Dialing strategy by interval to maximize efficiency and profitability -Wrote company policies and procedures for the Quality Assurance and Compliance department-Conducted calibrations and audits on the QA analysts to ensure scoring accuracy for QA department

 Developed and facilitated training classes for new hires. Identified poor performers and implement improvement plans Coached other Team Leads in management on how to give effective feedback Supervised teams of 20-25 employees each. Identified and corrected performance issues.