As a Project Manager for the Goal Realignment team, I led several cross functional teams to ensure the completion of highly impactful projects which led to a 20% increase in cross department efficiency and a 15% increase in funnel throughput. I frequently served as a representative for Goal Realignment in ongoing coordination with other business partners (e.g. Compliance, Fraud, Risk, Product) in projects and initiatives. Designed a complete Project Management program including a dedicated Confluence page containing templates and resources, requirements for a Tableau dashboard to track Sprint metrics, and outlined clear expectations for scrum ceremonies.

Managed daily staffing and outreach strategy to optimize coverage and efficiency in day to day tasks within the department. Developed team reporting used to monitor agent performance and provide live feedback, as well as data for agent 1:1's with management. Provided 1:1 coaching and guidance to agents during weekly office hours to ensure adherence to policies and procedures.Collaborated with business partners to streamline initiatives and procedures, including loan operation and compliance related items. Worked closely with Business Intelligence, Data Engineering, and Data Analytics to improve department processes.

Completion of daily tasks including Load Modifications, incoming chats, phone calls, and Zendesk tickets. Communicated daily work assignments and strategy to the greater team. Assisted agents throughout the day with real time coaching, and tracked daily and monthly productivity for leadership. Developed a cadence strategy for daily text announcements for both current and delinquent members.

Managed a team of 15-40 employees in the Early to Mid-Stage Delinquency Auto/Specialty collections environment. Blended inbound/outbound High-Volume Auto Dialer portfolio 1-45 days past due and manual account ownership portfolio 45 days past due-repo/pre charge-off. Provided individual and team real-time coaching as well as 1:1 monthly performance reviews. Ensured adherence to policies and procedures through call quality reviews. Created employee development plans, including career mapping, both mid and year-end. Led routine training for new and tenured employees.

Conducted routine audits for Recovery Collections and Post Charge-off support departments. Worked closely with leadership to provide analytical testing results and recommendations to mitigate risk and compliance failures. Perform low balance account reviews to ensure SLA met for account closures. Provided employee coaching and feedback to enhance quality of work and increase productivity. Influenced and executed process enhancements while ensuring compliance in current recovery and collections procedures. Met with leadership on a regular basis to provide updates and discuss potential improvements.

Served as the subject matter expert on Credit Card and Auto/Specialty (RVs, Motorcycles, Airplanes, Boats, and Motor Homes) portfolios. Initiate and receive collection calls on charged-off accounts to settle or pay off outstanding deficiency balances and accounts with collateral. Perform deep skip tracing and investigations on hard to reach customers. Completed extensive research for complex issues and inquiries. Performed side by side with auditors, visitors, and new management to introduce the Recovery Department and review the department's guidelines and procedures. Provided peer coaching and feedback to enhance quality and increase productivity. Built relationships and promoted teamwork within and outside the department to bridge communication efforts.

Served as the subject matter expert on early to mid stage delinquent auto portfolios. Initiate and receive collection calls on past due accounts. Perform deep skip tracing and investigations on hard to reach customers.