• Relief Team Leader during vacations, absences, etc.• Review and Edit Time Sheets for QA and Validations to assure accuracy• Responsible for Daily Monitoring Assignments to QA agents• Responsible for Daily Productivity Records of the QA Department• Upkeep of Daily Roster regarding transfers, terminations to assure accuracy• Complete the “Bottom 10%” list for the Tuesday Management meeting weekly• Create Disposition Reports from other reports for accuracy.• Audit Dispositions Ensure consistency of policy/procedure execution within calls Monitor Sales and Customer Service calls Assigned exclusively to monitor Outsource call center Evaluate calls to be in compliance within disposition definitions Provide accurate, consistent and fair feedback to be used as training resources To continually identify opportunities to improve processes to enhance both operations and Customer Relations Assist in development, implementation and maintenance of QA guidelines Create tables and assign calls for testimonials Create call list for weekly Management calibration meeting

Analyzed and reconstructed incorrectly processed accounts referred from Phoenix, Salt Lake City, North Carolina along with projects from the Executive Offices in New York City Responsible for effectively collecting on past due accounts to reduce delinquency portfoliosProblem Solving, System AnalysisAccounts Payable, Book BalancingHandled inbound and outbound calls in a fast paced, high volume environment while maintaining strict Credit policies and procedures and taking escalated calls Controlled Account Work lists, Distributed Responsibilities, Controlled Inventory Age.Assisted Upper Management by reviewing and adding suggestions to system problems and updates. Assure Quality by monitoring calls and reviewing Credit applicationsDevelop Instructional programs and instruct the instructors as to how to present to employees. Assisted in the launching of the Optima CardManaged and assigned work to teams of 18 or moreAssisted in General Quality ControlAssisted in volume control