Dynamic Leader of 500+ domestic employees and 1000+ offshore non-employees, responsible for the day to day operations of the collections department within our Boise contact center.

Led business teams of 200+ employees in tactical and strategic driven projects and operational performance.

Responsible for management of multiple offshore sites and ensure divisional key performances indicators are met. Support complex interaction of multiple financial, technical, and business stakeholders that span multiple businesses, functions and geographies within the company. Work across all levels of management structure within offshore calls centers and partner with business groups to implement change. Manage a variety of broad based and complex issues requiring conceptual analysis across multiple business lines. Partner closely with the business to coordinate business reviews and audits. Drive process improvement within partner and within internal support groups to improve overall performance and financial position.

Provide leadership, guidance and motivation to staff. Participate in staff interview & selection process. Conduct both formal & informal performance discussions regularly with team. Recommend and implement effective collections strategies. Assure accurate and timely responses to all customer inquiries.

Deliver orientation, new hire programs and other programs to ensure associates have skills to perform job function. Enhance training materials to incorporate business changes. Manage, monitor and report on quality of training program and performance of up to 22 trainees as they progress through program. Provide performance support to newly trained associates to ensure a successful transition to production.