• Audit calls and coach collectors on areas of improvement, leading to a 50% increase in performance.• Prepare and deliver timely reports to the company.• Manage collectors’ queues, ensuring accounts are properly worked and coaching is provided.• Identify and escalate team grievances to necessary departments, resulting in improved team morale and productivity.

• Audited collectors' calls and provided feedback, leading to a **X% improvement in call quality**.• Developed improvement strategies for lagging collectors, resulting in a **X% increase in their performance**.• Ensured compliance with FDCPA, REG F, and HIPAA rules, resulting in zero violations during my tenure.• Conducted refresher trainings for HIPAA, FDCPA, REG F laws, customer service, and phone etiquette.- Ensured compliance with FDCPA, REG F, and HIPAA rules, resulting in zero violations during my tenure.- Conducted refresher trainings for HIPAA, FDCPA, REG F laws, customer service, and phone etiquette.

• Conducted call listening and provided actionable insight, leading to a **X% improvement in call quality**.• Compiled data for agent improvement and conducted training and coaching sessions.• Measured compliance against established expectations of agent behaviour

• Contacted designated clients and enrolled them in the program/service, resulting in a **X% increase in sales**.• Maintained customer experience levels within the quality standards stipulated

• Provided excellent customer service by welcoming clients, answering calls, and providing accurate information.• Ensured office security and maintained updated records of office expenses and costs.• Managed calendars, scheduled meetings, and performed various clerical duties to ensure smooth office operations.• Maintained a clean reception area and provided general administrative support to the Directors.• Enhanced customer satisfaction by confirming client information and accurately describing products and services.