Worked various departments within Card Collections from early-stage to late-stage delinquency, and Discover Personal Loans/Discover Student Loans for the past 7 years.As a Team Leader I am responsible for administrative tasks to my team, their performance, and to assist in the success of the department these tasks require that I am able to relate well with others and assist them in developing the skills to effectively negotiate to resolve delinquency on the customer's accountIt also requires great time management to ensure you balance your responsibilities to your team, your peers, your department, and any other extra responsibilities you may have taken on. Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support bottom line charge off results. Fostered positive employee relationships through communication, training and development coaching.Developed Coaches to provide support for the team and enhance the negotiation ability of the agents.

STAR (Short Term Accelerated Rotation) is an opportunity presented to those that showcase a functional knowledge, focus on continuous improvement, ability to drive results, and commitment to DiscoverBehaviors and execution through DMS (Discover Management System).Worked closely with multiple business partners to: Validate letters being sent to the customers ensuring that what has been Copy approved and what is being sent to the customer is accurate, worked with our 3rd party vendors in creating/enhancing mobile app features, Updated/created new procedures to ensure accuracy and compliance, created monthly manual communication strategy for the manual letters in DSL (Discover Student Loans) & DPL (Discover Personal Loans), and have worked to validate post install applications/enhancements to the systems used in DPL/DSL.

I was a trainer for 2 years supporting Card collections, and fraud.During this time, I was responsible for training new employees into the Miner role, and for continuing that education when the transitioned from Miner to Core (collections)Was the point person for CMA College which was an advanced Negotiations training that was rolled out to the upper levels teaching advanced negotiation tools using a foundational training which included reading/assessing a customer's credit report.