Directly responsible for managing the partnerships of both internal and external business units.Accountable for many Compliance based processes, including but not limited to state law changes, letter strategies, CMS /Client Specific policy and procedures, audits, regulatory complaints, change management, and required licensing. Creation of monthly dashboards, trend analysis, action plans and implementation across all clients and reporting that data to the officers of the organization.Redefined the overall effectiveness and accuracy of the department by developing Key Performance indicators, daily goals, scorecards, and predetermined project milestones.Instrumental in partnering with the sales team in acquiring and retaining clients as well as working one on one with all members of the organization ensuring all new client implementation results in a successful launch.Manage Systems and Building group, these individuals manage all employee badges, log in’s, terminations and new hire set ups. They are responsible for the creation and updates of all systemic processes within our SIMON system of record, establish collector placement matrices, creation of client IDs, setting tiering rules and overall determination how we want accounts to behave. Manage Client Audit team, end to end process starting with the intake of audit requests, executing plan of providing responses through collaboration, lead onsite client audits, review of final assessment, establishing action plans if needed and responding to internal and external teams with the results.

Directly responsible for the performance of 25 lines of business as well as the oversight of 5 Directors.Plan, direct and oversee the operations of multi-purpose (multi-location) call / contact centers; including development of policies, goals, objectives and procedures to meet the business line requirements.Monitor and evaluate performance relative to Customer Service goals and objectives. Ability to analyze variances, perform process improvement audits and develop and drive action plans to achieve optimal results.Inspect day to day operations to exceed contractual obligations in KPI metrics like service level, quality, customer satisfaction, average handle time, and retentionPlan, prepare and ensure processes are established to continuously manage costProvide meeting structure and forums for on-going, effective communication with all staff at all levels.Develop and organize strategies to ensure the operations team is engaged, motivated and recognizedSix Sigma Green Belt Certification earned through Villanova University in 2010

Third Party Collection agency specializing in the recovery of all types of delinquent accounts including but not limited to national credit cards, retail, utility, personal loans, deficiency balances, student loans and commercial credit.Managed all facets of operations within the call center.Performance Management, Auditing, Compliance, Training, Skip Tracing, Human Resources and Information Technology. Developed strategy and collection models based upon the business objectives and IT capabilities. Worked with an array of clients, clearly understanding and maintaining the goals and objectives of each. *Created a pooled desk environment improving both dialer penetration and manual efficiencies as well as cutting corporate costs significantly. *Awarded Agency of the year by First Premier Bank five years in a row.*Maintained highly competitive rankings in client batch track performance. In turn consistantly rewarded with increased client market share allocations.*Formed, developed, and implemented the companies only 1st Party Collection project growing the local office by 50 FTE in turn increasing the office revenue by over 35%*Obtained or exceeded monthly goal requirements as defined by corporate headquarters while maintaining appropriate staffing levels to maximize the overall site revenue.*Developed new hire and continued education of collection staff to ensure understanding and compliance with FDCPA regulations while also improving performance driven results.

Credit One Bank is one of America's leading issuers of VISA credit cards. Providing credit cards to individuals who have been historically overlooked by other banks because of their less than perfect credit.Corporate Collections Trainer for one year responsible for new hire training, the up-training of seasoned employees, as well as management and supervisor training and career pathing. *Project Manager and Key player in the Creation, implementation and training of the companies sole employee development program. Implemented and Managed a number of different departments within the call center while consistently maintaining the highest company retention rates.*AAU, Advanced Asset Unit, Focusing on the customers who were at risk for charge off and controlling the companies internal roll rates. We competed directly with the 3rd party agencies handling the business externally ensuring high expectations for the competition. *CSSR, Managed a team of Collection Supervisor Support Representatives, These were Supervisor Trainee’s that were mentored into advancing their positions within the company. *Presidential Escalation Unit - Duties included but not limited to managing a team of agents who diffused high risk accounts and responsible for reporting the results to our executive team. Directly responsible for the overall complaint resolution of accounts with final decision making as it related to fee waiving requests and account closures.Responsible for the day to day performace of all direct reports to ensure timely completion of performance reviews and corrective actions, merit increases, promotions and terminations, ensure all daily monitoring and direct side by side coaching sessions were completed to produce maximum recovery performance.

Specializing in precollect/cure, out source programs, third party collections, purchasing receivables, and legal collections. Supervised and trained a diverse team to exceed recovery goals. Worked directly with clients to negotiate settlements as well as resolve account issues. Created daily dialer campaigns and manual strategies based upon performance goals and client needs. Reviewed past statistics while prioritizing objectives to allocate resources and efficiently achieve daily performance expectations. Analyzed credit reports, and investigated debtors for assets. Interfaced daily with clients and attorneys in regards to litigation. Communicated personally with VIP and high risk accounts.Maintained competitive batch tracks on companies highest revenue generating accounts.Recognized by the company with numerous collections management awards. Highly successful in developing a loyal top-performing staff.Implemented innovative career path programs to mentor staff.