Oversaw day-to-day operations of large call center consisting of 150 employees handling more than 2K customer contacts daily. Supervised up to 22 direct senior lead employees and managed additional 50 senior leads working on specific back-office projects (inbound / outbound calls, adjustments, return checks, executive accounts, and social media).· Led executive escalations team on problem solving and outside-the-box thinking, facilitating complete resolution of issues and achieving overall customer satisfaction.· Improved employee engagement and increased employee satisfaction scores 10 points year over year by updating and re-introducing monthly employee survey program.· Completed 6 international trips to multiple outsourced vended sites in the Philippines and Bogota, Columbia, reinforcing Sprint best practices related to financial responsibilities, which increased overall productivity and prevented sites from being removed from program. · Provided performance-based direction and coaching to senior lead employees utilizing G.R.O.W. coaching model (Goal, Reality, Options, Will), increasing employee satisfaction and overall knowledge / skill base to better assist customers. · Served as integral member of work-at-home team and assisted with efforts, resulting in 30% increase in daily attendance year over year and new continuity plan for business.· Facilitated weekly team huddles, as well as monthly team meetings while summarizing new process updates, developing employee overall knowledge base.· Conducted bi-weekly one-on-ones with each team member, providing individual feedback and mentorship in achieving goals.

Served as Mosaix dialer system supervisor with training completed at AVAYA headquarters in Seattle, WA. · Hired first 50 finance employees for new call center in Temple, TX, enabling company to achieve service-level requirements, which allowed for company growth. · Provided onsite training focused on Sprint finance responsibilities for RMA in Toronto, Canada and OSI in Charleston, SC, ensuring consistent and uniform understanding of finance platform for collections, payment arrangements, and adjustments, as well as delivering instruction on customer service soft skills. · Increased tenure and reduced employee churn 15% by creating, implementing, and managing employee-centric rewards programs.· Developed and managed new onboarding and pre-employment screening process, reducing time from application to hire by 2 weeks.

Managed personal portfolio of customers from Washington DC and Mid-Atlantic regions. Maintained accountability for credit and collections, assisting customers in submitting payments, and suspending and restoring accounts based on delinquency.