Jamie Klein Email & Phone Number

•Site Optimization Leader: Developed loss factor to calculate financial opportunity associated with loss risk reduction, in delinquent accounts. Identified FTE neutral solution for an optimized Inbound & Outbound swap set of Collections calls for global hubs•Applied Site Optimization solution into new call routing strategy (annual cost benefit ~35MM)•Developed agent KPI dashboard with predictive analytics for global hubs; presented bi-weekly to SLT with proactive measures to drive performance improvement•Reported on various ad-hoc analytical exercises: Top 20% agent performance analysis, risk analysis associated with inbound and outbound caller ICS score, increased AHT tracking and root cause analysis, and recession planning

•Trailing Activity Leader for Gap and BP Deconversions; Developed Deconversion playbook for operational processes•Enhanced 20 Compliance and Best Practice script types that account for ~400 scripts: Large reduction of CCT with significant financial impact•Developed Tableau dashboards to track service level agreements and marketing campaigns•Implemented new interview strategy and participated as a panelist for a Vice President role

The Business Leadership Program (BLP) is a two-year, three-rotation leadership development program aimed at building domain as well as company and industry expertise. BLP incorporates real world experience with cross-functional, customer and community service experiences that not only develop you as a leader, but as a person.Enterprise Operations BLPs gain experience developing strategic operational plans, building knowledge of critical regulatory and supplier risk standards in the banking environment. BLPs also have the chance to be part of key projects and processes driving productivity, profitability, and customer experience. Each BLP has a unique opportunity to grow a diverse set of skills including leadership, analytics, process improvement and customer metrics.

•Implemented Closed Loop Feedback (CLFB) Validation and Escalation Criteria to close issue; Escalated 143 CLFB through pilot & increased CLFB closure rate from 53% to 91% in less than 2 months•Led closure of Customer Solutions Internal Audit issue through analysis of Customer Service queues; Identified and corrected encoding error to eliminate the exclusion of queues•Enhanced Surveillance Team Procedures: Implemented quality assurance peer-to-peer review & Build Team reorg and pillar strategy•Transitioned ~200 Surveillance and CQMT team members to the Centrical platform and provided training; Ensured 100% completion of Disputes training for MRA

Altamonte Springs, Florida, United States

•Manager of 20 multi-client Collections associates, transitioned to top performing team; Highest site DDR (51.3%), Highest Promise Rate ENG Collections teams (82.1%), Most Now Due Collected ENG and Bilingual ($936,894)•Co-led site strategy to deploy WFH office equipment and technology training to 700 employees•Temporarily led CAM ENG Team for urgent business need: Productive Log +1.5% and Wrap Percent -1.2% in 6 weeks•Coached direct reports to achieve career promotions (2 team members hired for elevated roles, 10 agents transitioned into critical rotation)

Syracuse, New York Area

Researched prevalent data relating to ADHD Lifespan, Treatment, and Education. Facilitated ninety minute interventions about stimulant misuse using Motivational Interviewing strategy and Cognitive Behavioral Therapy.

New York, New York

Pitched to long and short lead outlets, tracked media coverage, and created industry reports for consumer team in Godiva, Ancestry.com, Lifetime Brands, and Josh Cellars accounts. Presented a full year, integrated communication plan for Godiva 2020. Planned and executed 3 major media events with influencers.

Havertown, Pennsylvania

Analyzed customer data to enhance business strategies. Developed company website and implemented new customer intake system to improve efficiency. Created MLFLC training playbook and documented business processes. Shadowed at mediation consults with clients

Bachelor'S Degree, Politcal Science And Psychology

Activities and Societies: Mock Trial Team, President of Campus Cursive, Phi Alpha Delta Law Fraternity, Phi Sigma Sigma Sorority.

Minor In Management