Dwight L. Email & Phone Number

Coral Springs, Florida, United States

United States

United States

• Ensured TRS recovery services operated within the scope of internal Quality procedures and FCRA, FDCPA, and State regulatory guidelines.• Utilized business metrics to analyze, track and trend center performance to business objectives and addressing deficiencies through continuous improvement initiatives.• Participated in internal and external regulatory audits to address any non-compliance observations.• Performed Quality review of all documents sent by specialist to avoid any regulatory fails that could damage company reputation which in turn mitigates immense regulatory fines.• Constructed monthly/quarterly data analytics through reporting to provide insight of business performance.• Hosted frequent calibration calls to ensure synergy with Operation peers.

Coral Springs

• Facilitated merchant processing with a profound understanding of Interchange rates & fee's, along with other various topics related to the card payment industry.• Trained technical aspects involving networking, software support, and hardware equipment troubleshooting.• Trained soft skill techniques such as empathy, call ownership, call etiquette, and professional language for customer service reps .• Ensured all training material was current and up to date for consistency.• Joined frequent conference calls to discuss project progress and future development.• Assisted Instructional Designers to maintain accuracy of training materials / reference tools.• Trained large groups, upwards of 15+ new hire staff representatives on average per class.• Cross trained existing staff on new or existing products/processes.• Assisted our Quality Analyst team with agent certification for new/existing representatives.• Worked with Operational leadership to ensure success of current/future staffing needs.

Coral Springs, Florida

Coral Springs, Florida

Boca Raton, Florida

Boca Raton

Boca Raton

North Lauderdale, Fl