Operations Director of a multi-site team including international processing. Department is responsible for reviewing and decisioning high risk merchant transactions within the firm. In addition, monitor merchant performance in accordance to Card Brand rules in internal risk benchmarks. Key drivers are preventing loss to the firm, maintaining review levels to better serve our merchant customers, and complete regulatory filing when applicable requirements are met.

Business owner of Single Point of Contact, Mortgage Modification, and Short sale call centers. Managed staff of 500+ employees, including offshore personnel. Performed ongoing staff development of Vice Presidents to ensure customer-focused targets were achieved while maintaining exceptional service quality. Coaching and development of department managers to build bench strength and solid operation execution. Certified training plans to ensure product procedures were executed by the team, safeguarding the firms’ reputation.

Managed multi-site call center to include Manila operations, inbound call volume exceeding +100K calls per month outbound call volume of +5MM. Maintained high employee satisfaction and involvement through several industry changes. Ensured call service level targets where achieved each month through staffing allocations. Ongoing staff development of assistant Vice Presidents to build bench strength and ensure front-line supervisor performance was monitored. Responsible for prepping staff for technology deployments and regulatory changes.

Managed call center of 120 home equity collection agents, processing inbound and outbound collection attempts with budgeting, compensation planning and developing strategic initiatives for sr. leadership. Successfully managed call volumes during high variability ensuring customer service key goals are achieved by the team. Assured adherence to regulatory and internal compliance objectives by partnering with internal and external clients for audit of business processes minimizing operational risk.

Manage department budget to ensure expenses are controlled. Administer corrective actions for performance and attendance. Coach and develop Collection Supervisors provide productive feedback to collection agents. Managed foreclosure, bankruptcy, deceased customers, and mortgage modifications to ensure accounts are handled within governing laws. Oversee the process of reinstatement, repossession and collateral liquidation.