• Held accountable to delivering exceptional service to 2000+ customers daily while building brand loyalty and supporting a positive product experience • Supervise 6 managers, 12 team leads, and 60 agents; improved retention 18% by fostering a culture of autonomy, accountability, and support• Partnered with Training to design and deliver 50+ trainings to 120 team members, covering everything from operations to communication techniques • Evaluated call data to identify scheduling gaps and introduced new work force management system which arranged shifts according to call volumes • Increased YOY customer satisfaction scores and first call resolution rates• Integrated online customer/agent chat services in 2019, which significantly decreased call volumes and increased each agent’s capacity at a 5:1 ratio • Optimized the IVR system and modified skill routing, increasing service levels by 20 points—measured by call abandon rate and customer wait times • Enhanced the QA process by incorporating 12 behavioral scoring metrics • Transitioned the team from onsite work model to a remote structure • Successfully led soft sales projects, outperforming e-commerce by 200%• Manage and designed dashboards tracking all aspects of Customer Service Operations and deliver results that meet/ exceed operational performance metrics (KPI's including productivity, customer service scores, performance SLA's, and cost targets)• Ensure Customer Service tools, processes and procedures are optimized to support service delivery and ensure a high level of compliance in executing operating processes and procedures which will drive efficiency and minimize operating expenses• Transitioned the team from onsite work model to a remote structure, along with implementing a global workforce• Develop and manage a rigorous CS training and QA program ensuring all CS colleagues have the tools and skill sets to provide superior levels of service to our customers

• Implemented pre-first payment default process on service and delivery issues, resulting in a $1M month-over-month delinquency clean up • Decreased YOY 31+ days past due delinquencies by $15M and $9M in 61+ days past due delinquencies by creating text and email campaign reminders • Increased cured rates in both 31+ and 61+ delinquencies by 7% • Analyzed account data to identify trends which might lead to early-stage delinquency and manually built customer queues, increasing contact by 5% • Collaborated on new virtual collector application (VCA), an automated service which led to $17M in balances kept and $560k of future payments promised • Represented Conn’s Home Plus as an expert witness during litigated cases

• Managed team of 20 agents responsible for handing inbound/outbound collections, specializing in first payment defaults to pre-charge offs • Served as a vendor training manager, working side by side with leadership to ensure staff/vendor trainings were consistent with company standards • Team consistently ranked as top performing based on balances collected • Promoted from a Collections Representative in 2009

• Ranked as a top performer—measured by balances collected monthly • Promoted into senior manager role as a result of supporting colleagues and leveraging strong soft skills to navigate challenging customer conversations