Evan Foxwell Email & Phone Number

Aurora, On, Ca

Currently launching a new FinTech portfolio. This has been a great opportunity to develop client relations and help build a new department from the ground up.I have continued to improve my leadership skills after moving up to a managerial position. My extensive product knowledge, FDCPA & TCPA training, & experience as an agent allow me to guide my team through all aspects of their role. Responsibilities include the following;-Taking a leading role in the company’s global Leadership Development Committee to assist in the growth of potential new leaders, and continuously improve the abilities of existing leaders.-Day-to-day management of the agents in my team. -Updating and reviewing stat trackers to monitor agent performance over time.-Bi-weekly touch-points with client to identify procedure opportunities.-Ensuring agents remain compliant with all applicable telecommunication and financial regulations on calls through live-listening sessions and regular call review.-Identifying potential areas of improvement for agents and coaching them towards client targets.-Reviewing agent log-in times to ensure attendance adherence and accurate pay.-Personal communication outside of working hours depending on agent needs.-Writing and delivering weekly performance breakdowns in 1-1s.-Writing and delivering monthly summaries of agent performance.-Liaising with support supervisors to identify training opportunities.-Organizing and leading weekly team meetings.

Promoted to a Supervisor (referred to internally as a Tier 1). Duties included:-Assisting escalated customers who request to speak with a manager.-Reviewing escalated cases to ensure all the correct steps have been taken to resolve the contact.-Helping agents in the department chat to ensure the day-to-day call specific questions are handled appropriately.-Running weekly refresher trainings over Zoom.-Identifying coaching opportunities for agent development.

Worked as a Collections Agent on a FinTech portfolio accepting outbound and inbound calls to discuss repayment for outstanding balances. During my time in this position I saw the department grow from 25 to now over 100 agents.This position also included many secondary responsibilities related to the status of the account or purchase, such as alerting back office to disputes and assisting with various customer questions or concerns. I frequently functioned as a mix between a Customer Care rep and a Collections Agent. Received training in FDCPA, UDAAP, TCPA, and various other aspects of regulatory compliance.This position afforded me valuable experience in dealing with different customers and the situations that caused them to fall behind on payments. I pride myself on always conducting my collections calls with empathy & integrity, while maintaining strong metrics & Quality Assurance scores as defined by the client and BGO.