• Spearheaded successful transition of brick-and-mortar store locations to online storefront.• Restructured collections department which resulted in a 10% increase in customer contacts and revenue month-over-month.• Created reports to analyze and identify business opportunities to increase loan conversion between call center and store locations by 40%.• Redesigned online customer portal to ensure compatibility and functionality for customers and increase organic lead generation.• Instituted call center processes, procedures, and operating structure to maintain adequate staffing levels and customer satisfaction.

• Managed a team of 20+ inbound/outbound representatives• Increased loan conversion and transfer rate in first month as team manager by more than 50% through coaching tenured agents on sales techniques and processes • Developed sales refresher module to increase specialist loan conversion rate• Worked cohesively with the training department to identify and address performance gap and establish ongoing training activities• Interviewed potential candidates for numerous roles throughout the company/department.• Identified company/department trends with continuous communication through daily graphs and reports to executives• Worked cross functionally with other departments to ensure appropriate support and team preparation for various initiatives• Utilized continuous improvement methodologies in order to optimize operations and build innovative solutions for operational deficiencies and process gaps.• Performed real-time phone monitoring, maintaining required service levels, and providing feedback, setting weekly goals

• Managed small to large-sized teams• Helped develop/manage Enova’s Line of Credit (LOC) product• Utilized hands on approach to teach agents via side-by-sides and on the spot coaching re: customer support and sales• Also a team-lead to peers in their approach to providing coaching and side by sides.Team Building• Partnered with staffing agency to interview, hire, and train agents as ad-hoc• Transitioned to UK Customer Support as manager in 2015 and led an established team to successfully win team of the month 3/5 months after zero previous wins at that point• Developed change management modules in tandem with training department• Needed due to major organizational changes within the UK Customer Support department• Flexible and inclusive management style• Assisted agents with call overflow or escalations as needed• Solicited feedback from agents on what can make their job easier or how we can do things better to promote agent buy-in and ownership• Understood the importance of following or establishing policies/ procedures in order to provide flexibility and inclusiveness when appropriatePerformance Managemento Managed agents in the following KPIs:• Availability/Readiness (time spent available to receive incoming calls)• First call resolution (how many times did a customer have to call back to resolve their issue)• Quality assurance (agents expected to receive a minimum of 70% to avoid corrective action)• Conversion (incoming calls from prospective clients converted to sales)• Partnered with HR Business Partners to manage agents re: the following:• Attendance• FMLA• Performance and conduct issues• HR Investigations

• Created reports for productivity and data tracking• Handled escalated customer calls and monitored phone, chat, and email volume• Conducted coaching and call shadowing of agents to ensure quality standards were being met

• Assisted leadership in training of new team members on systems and policies• Assisted customers in setting up payment plans and settling their accounts/issues

• Account management of Pepsi Fountain Quality Assurance Program• Co-managed 70+ independent contractors throughout the continental United States and in Europe, Africa, Australia, Asia, and South America• Managed multiple monthly projects to completion• Maintained and analyzed monthly reports for client delivery• Managed contractor coordination (for ad hoc product retrieval) for clients, including, but not limited to Colgate, Proctor & Gamble, Cargill, etc.

• Served as video-game reviewer and feature writer• Interviewed professionals and celebrities periodically on local and national issues• Wrote weekly syndicated column from May 1996-January 1997 (Chicago Tribune KIDNEWS)