Manage the day to day operations of call centers in Anaheim, Las Vegas, Albuquerque along with BPO's in Columbia and Jamaica, that encompass two seperate brands(Reborn and Dreamstyle) under the Renovo West corporate umbrella.* Direct oversight of 100 plus call center reps, including supervisors and QA.

Contributed to the team by achieving negotiated, collections activity and delinquency goals. Managed operations of the Goal Realignment Department. Oversaw all collections functions including the control of loans that are late, potentially delinquent, delinquent, or charged off. Addressed BBB, regulatory and FDCPA complaints.• Increased call center SLAs by 15% with reduced staffing.• Collaborated to design and implement key member portal self-services to reduce in bound call volumes by 10%.• Developed compliant and effective outreach strategies to increase right party contacts by 5%.• Managed multiple 3rd party vendors for performance and compliance.• Created department strategies for workflows which decreased SLA by 2 days.• Developed and implemented an automated dialer platform.• Partnered with data science team to develop cure score to increase daily portfolio penetration levels by 20%.

Managed operations of the Account Resolution Department. Oversaw all collections functions including the control of loan and credit accounts that are late, potentially delinquent, delinquent, or charged off. Assisted in the resolution of difficult and complex member account situations. Ensured that services are delivered professionally and efficiently.• Drove performance of entire loan portfolio of $315 million.• Analyzed portfolio from current accounts to past charge offs to ensure best practices and strategies are in place to minimize future losses. Reduced charge off by 5%.• Managed large 3rd party vendor group.• Built robust portfolio strategies to maximize collections effectiveness.• Acted as a representative of UCU by attending monthly council meetings and communicating with peer Credit Unions.

Coached and directed delivery of services to members through Member Service Supervisors, and Member Service Specialists. Steered call center sales and operations through subordinate managers. • Participated in the establishment of annual operational budget and monitored performance to budget.• Assisted Member Service Supervisors, Specialists, and Reps by answering questions.

Directed and developed programs and policies for the collections functions within a business group. Created initiatives and programs to support business goals and collections objectives. Analyzed service standards, market trends, and emerging issues to develop new business strategies to improve call center performance.• Developed department strategies on inventory control which reduced recovery time by three days.• Analyzed and improved workflows, increasing RPCs by 10%.• Developed department strategies on inventory control/managing aged inventory.

Managed first line Supervisors responding to complaints and inquiries from external and internal customers. Developed service standards and goals. Provided information and consultation to management. Hired, trained, and developed a workforce of up to 125 team members. Managed budget.• Drove adherence to all SLAs for business unit surrounding customer excellence.• Worked with QA and business partners to ensure CFPB compliance.• Championed the customer service experience.• Drove continuous improvement of department by 25%. Ranked #2 in the country for 2012.