Increased efficiency and effectiveness in the collections space focusing on the phone channel. Improved performance communication with leadership and identified operational workloads which provided little to no value, allowing resources to be reallocated to effort with substantially higher ROI. Developed the Collections Controls Framework, reducing the need for ad-hoc analysis and providing fast feedback to executive leadership on trends. Improved contact rates and delinquency rates via several initiatives which allowed operations to focus on the highest value effort.Improved efficiency by 10+% by reducing best-time-to-call inefficiencies which were causing very high idle times and low intensity rates.Improved dialing efficiency by 20+% without a reduction in financial performance by removing poor performing leads from call-queues.Improved dialing channel effectiveness by 5+% by Increased early-stage intensity where the value was proven to be more significant.Lead cross functional team to stand up intelligent routing, improving effectiveness and customer experience.

Progressively excelled in positions of increased scope and leadership to serve in concurrent roles focused on collection analytics. Achieved success within technology platform enabling individuals and businesses to transmit online payments. Bolstered effectiveness of collections efforts--reducing Net Credit Loss within working capital small business loan program--by examining and innovating key strategies. Managed strategies to enforce collections of negative balances.Significantly cut losses by +$50MM via responsible oversight of collections strategy initiatives for small business and international consumer lending.Cultivated first-ever collection channels via digital pathways of communication. Successfully navigated productive partnerships with internal business units (legal, compliance, technology) and product teams.Architected ground-breaking business intelligence solutions supporting business requirements of global collections. Led analysis and insights to foster data-driven, evidence-based decisions on worldwide scale.Steered capacity planning management, reviewing voluminous data to identify trends, serving as foundation for formulation of headcount requirements for all collection products and regions.Managed billion-dollar in assets with collections reducing losses by nearly $10MM per year. Tactically engineered tools, process flows, agent incentive, and collections strategy for new product (PPWC).Piloted company’s first-ever business intelligence team dedicated to collections. Drove rapid upskilling efforts of analysts to develop keen business insights.Minimized impact of regulatory pressure by optimizing channel strategies for sustained compliance while maintaining flat loss rates. Triumphed over adversity requiring quick pivot on concurrent actions.

Use SAS Enterprise Guide and Crystal Reports with SQL for data analysis and reporting presentations.Present to senior management proposals for future projects as well as updates on current projects.Use Lean/Six Sigma techniques to build current process flows and make optimization recommendations.Built from scratch dual MS Access case management systems utilized by 40+ users in two states. The system is a complement of VBA code, custom MS Infopath forms, MS Access forms and MS Access reports used as highly customizable customer correspondence.