•Direct the daily activities of a team of account managers to successfully meet monthly collection goals•Effective/efficient communication with Management regarding current/upcoming team/individual account manager goals•Monitor, analyze and evaluate team/individual performance on a weekly, monthly basis regarding collections activity, productivity, and meeting department standards• Monitor attendance and punctuality for possible corrective action• Complete account reviews, and side-by-side monitoring/coaching/training • Provide training/development for account managers• Review Legal Action Requests submitted by account managers for submission to Legal Specialists • Review Legal Packets for approval prior to submission to attorneys nationwide • Review attorney invoices for accuracy prior to approval• Responsible for maintaining team compliance with FDCPA, FCRA, TCPA, SCRA and TILA

•Directed the daily activities of a team of collections agents• Monitored, analyzed and evaluated team/individual performance on a weekly, monthly basis regarding collections activity, daily productivity, and meeting department standards • Completed account reviews, and side-by-side monitoring/coaching/training • Monitored attendance and punctuality for possible corrective action• Responsible for maintaining team compliance with FDCPA and FCRA• Proposed/implemented a change in wording to our monthly billing statements •Assembled/distributed weekly report on "Top Collector" for each department • Created additional recognition opportunities for collections agents• Proposed standardization of qualifications for Employee of the Month/Employee of the Quarter nominations • Proposed/implemented adding a new Remark Code to alert account managers to pending settlements • Proposed additional training/development for Sr. Representatives to provide a gateway for promotion • Exceeded monthly team goal 6 out of 10 months in Active Collections 2018. Ex: exceeded goal by $500,000 •Submitted an effective dialer strategy for Team Queues on a weekly/monthly basis (virtual and live jobs)

•Managed the Online Support Team representatives and oversaw all Online Support activity (email/chat) •Responsible for floor support; answering questions; providing direction, handling of all escalated questions •Working knowledge of basic Tax regulations, and all 6 Liberty Tax software programs

Nationwide non-profit call center; provider of credit counseling and debt management services to those experiencing financial stress.•Managed the Counseling & Enrollment Team, Client Services & Support Team, Bankruptcy Team, Accounting and Payroll Department•Coursework completed in 2008 to become a Certified Credit Counselor•Responsible for overseeing the productivity of each department and the retention of clients•Responsible for collection efforts of missed payments and making missed payment percentage goal•Built and ran the predictive dialer jobs•Completed account reviews, and side-by-side monitoring •Utilize various reports to help analyze performance •Responsible for compliance with all state/federal licensure requirements a. Conducted internal audits to ensure company compliance with state/federal laws, and met with State Auditors for External Audits•Completed and submitted due diligence questionnaires/grant proposals for creditors •Tasked with completing licensing renewals for EOUST Credit Counseling and Debtor Education for the Bankruptcy Division •Developed/conducted a training program for Client Counselors and for Financial Counselors•Prepared the Projected and Actual Monthly Budget•Generated monthly billing of Bankruptcy Attorneys•Created and reviewed Standard Operating Procedures for accuracy and distribution•Presented Quarterly "State of the Business" analysis, projections, and budget to the Board of Directors