Manage day-to-day operations of teams comprised of Customer Service Supervisors and Team Leads for back-office processes. Responsible for policies, procedures, audit and OCC regulatory compliance for Applications, SCRA (Servicemembers Civil Relief Act), DMP (Debt Management Programs), internal Credit Protection products as well as all Customer Correspondence.

Manage Team Leaders, Client Services Representatives’ and Specialists’ total performance.Provide weekly coaching and feedback to 4 to 6 Team Leads.Manage employee unit of 60-100 employees.Manage employee performance feedback.Resolve escalations from Team Leaders.Manage employee satisfaction.Ensure compliance with labor laws and company policies.Build organizational capability; conduct interviews and work directly with HR for department recruitment. Lead training and assessment workshops to assess capabilities and to upskill talent.

• Manage and direct the daily activities of PSS agents and leads.• Use all available tools to ensure effective supervising, planning, and managing functions within PSS Group.• Carry out coaching, training, disciplining, and reviewing all agents and leads of team of 12 -15 technical leads. • Acting as an information source and answering lead or agent’s questions, assigning tasks, following up and giving instructions as needed.• Resolving client and internal complaints and questions.• Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job.• Carry out performance measurement and evaluation of all agents and leads to improve efficiency.• Practicing and ensuring compliance with Asurion and client policies and procedures.

• Established KPI’s for department around efficiencies and behaviors. This lead to a culture of clear expectations around performance.• Increased staff members by 20% which has decreased average speed of answers to under four seconds and reduced dropped calls by 14%. • Successfully worked with Marketing and Sales team to implement sales and marketing strategies that have increased sales rates for monthly helicopter tours by 13%.

• Manage Supervisors as they work with team members that encourage customers to make payments on past due accounts. • Hire employees by accurately assessing talent based upon position specifications.• Set clear expectations and continually reinforcing those expectations to ensure Supervisors are successful in their role.• Train staff in a classroom setting on new modules, procedures, practices, etc.• Manage performance by providing feedback,tracking progress against expectations and ongoing coaching. • Creating a positive environment within the department by building trust and credibility at all levels and through supporting organizational change. • Increased department Great Place To Work results by 11% to achieve an overall 94%. This increase contributed to Credit Acceptance being named on of Fortune Magazines Top 100 Places To Work.

Implemented innovative program to increase employee loyalty and reduce turnover by 16%between 2009 and 2010. Defined strategy and business plan for Cross Functional Care and Collections team which grew to 14 hybrid teams across North American Business. Teams improved productivity forboth Customer Care and Collections with Average speed of answer as well as dialer penetration rates. Directed strategic initiatives to achieve compliance with Credit Card Act of 2009 as well as compliance with OCC regulations for Collections practices. Exceeded company objectives with Loss Mitigation while managing teams in all delinquencies of credit card cycle. Teams results typically exceed department average forExpected Value by Contact by 4%. Surpassed revenue goals in 9 consecutive quarters while managing Loss Mitigation team. Surpassed revenue goals in 4 consecutive quarters while managing Sales team who sold enhancement services products. Managed team of 8 professionals who were responsible for training non-exempt staff of 900 on various soft skills and sales techniques. Learning and Development SpecialistProvided classroom and one-on-one training for employees on job related topics including orientation, systems, product knowledge, and soft skills. Manage diverse groups of up to 20 newly hired associates as related to performance,attendance, tardiness, and payroll. Consulted with business Senior Managers to discuss and develop strategic initiatives to achieve business goals. Developed and rolled out new policies. Mentor STEP (Striving to Excel Program) and TAP (Training assistance Program)