Spearheaded transition of collection team to loss mitigation. Increased monthly referrals to underwriting from 175 to 250 per month by identifying a performance gap and developing a dialer strategy.Mentored several associates that were promoted to supervisory positions.Guided a team through the perils of significant changes to the Bank’s strategic blueprint.Oversaw on-the-job training for new associates and conducted on-going evaluations and critiques to assess development. Created new scripting for associates improving quality scores from 80 % to 90% while ensuring quality guidelines were met. Attended and participated in call calibration sessions. Participated in data collection and analysis to guide key performance indicators to drive results.Participated in trend reporting to identify developmental areas and employ best practices.

Grew the collection staff from 35 associates to 88 associates. Increased annual accounts receivables collected from $6M to $24M in two years.Built and maintained productive client relationships by providing exemplary customer service.Earned the highest achievement award for performance from two of our largest clients - Verizon Wireless and Capital One Credit Cards.Directed and managed the day-to-day activities associated with the operation of a call center, overseeing 88 employees, ensuring company’s objectives and standards were met.Attended client workshops and conferences to determine clients’ needs, and coordinated resources to meet those needs. Analyzed profitability of the Tampa site based on actual revenue, and prepared monthly budgets and profit forecasts to corporate heads and clients accordingly.Dealt with all aspects of employee recruitment, development, and retention, including interviewing, hiring and training new staff, as well as annual performance appraisals.Planned, assigned, and directed employee work assignments, made adjustments to staffing levels where necessary.Managed the information flow between Operations, Account Management, Quality Assurance, and Client Services to consistently stay ahead of the ‘constant change’ curve of the stream of information.Developed work strategies employing best practices while managing automated dialer systems.

Oversaw on-the-job training for new associates. Excellent troubleshooting experience. Implemented and trained in communication techniques that lowered high customer attrition rates caused by misrepresentation, high-pressure techniques, and overall poor communications. Built and maintained productive client relations by providing exemplary customer service.