Manage daily dialer collection campaigns, develop optimized models to improve performance, serve as a subject matter expert, hire and develop a staff of dialer administrators, consult with business to maximize dialer efficiency.

Predictive Dialer Manager  Managing integration of Inbound blending for 1200 agents across North America;  Served as Interim National Dialer Operations Manager for 6 months; responsible for leading Cards Dialer management team comprised of 3 managers and 80 analysts; handled National Dialer related issues; main point of contact for all predictive dialer related projects and questions; lead resource for internal audit review team in 2011. Managed and completed the rollout of over 3,000 agents onto the ALM/UIP dialer platform for Sears, Citicard, Home Depot and Retail/Private label credit cards. This is anticipated to save 20-25% on FTE need. By year end this will eliminate 12 standalone dialer systems;  Led, tested and implemented Queue based recall and switched number strategy for UIP across Debt Restructure, Sears, and Citicard;  Led a troubleshooting team to successfully test and solve numerous technical issues with ALM/UIP functionality;  Presently mentoring newly hired Dialer managers;  Managed and coordinated the operations of seven Unison dialers for Cards collections in multiple Citi collection sites and portfolios across North America;   Directly responsible for successful consolidation of 3 site based Sears dialer teams into one site. This saved approximately $290,000 annually by reducing headcount by 9 FTE.;  Responsible for managing and developing 17 direct reports in Greensboro, including providing their annual evaluations and overseeing their professional growth and training Oversaw initial development and production of specific MIS reporting  Functioned as key dialer resource for numerous project teams including, May's batch upload development, Single Desktop roll out, Skip trace dialer file redesign, Internal Risk assessment LEAN redesign team, Sears Pay Ahead test, Macy’s ICM desktop releases, DCP install project for Louisville, Albuquerque, Greensboro and Tucson, Sears and Home Depot Pre-delinquent calling rollout

Managed all front-end office processes and procedures in a large dental practiceMaintained all computer systems and managed inventory of office suppliesManaged business payroll and financesGreeted patients, answered phones and provided exceptional customer service (i.e., scheduled patients, worked with insurance claims, arranged financial assistance, and all other patient related activities) Scheduled and coordinated all required yearly training and certificationsServed as onsite contact for State mandated audits

Developed and maintained time-off/attendance tracking systemSolely responsible for managing Mosaix collection dialer systemSupervised two dialer system analystsProduced all statistical reports and managed departmental payrollCollections Supervisor Supervised 12 - 15 collection representativesConducted new-hire interviews and made hiring decisions Part-time management of Mosaix collection dialer system

for 3rd Shift Call Management Operations Directed all 3rd shift call operationsSupervised two call management analysts and one departmental clerk Conducted 1st shift briefings for upper level managementMaintained departmental LAN system, AS-400 system, and ACD call routing systemCall Management Analyst Developed daily, weekly, and monthly call volume forecasts Processed time-off requests Produced weekly summary reportsInitiated ad hoc call distribution adjustments for three U.S. customer service call centersCall Escalation Support Handled escalated calls from American Express CardmembersMaintained and distributed weekly updates on call handling procedures to all site customer service teams, to ensure adherence to new/updated procedures

Directly supervised all part-time club employeesBuilt and maintained strong client relationships through an emphasis on positive customer experiences and exceeding their expectations Managed monthly billing and maintained club inventory

Achieved a strong, effective business relationship with the U.S. Department of Education Claims ExaminersSupervised claims analysts and audit analysts

Reviewed, completed, and submitted claims for defaulted student loans

Reviewed all in-house student loan claimsDeveloped training documentation for audit analyst positionTrained additional audit analysts