• Responsible for leading a team of 1 Operation Managers, 9 Sr. Business Analysts in providing operational support across multiple lines of business domestically & internationally along with our Off Shore Vendors. Drive collections performance results leveraging auto dialer technology. Gather requirements for all Inbound Call Routing and engage Telephony IT Group to implement system changes. Ensure all call centers adhere to all TCPA and FDCPA calling rules. Relationship Manager for Genesys/Soundbite and Avaya Dialer Solutions. • Responsible for implementing all collection champion and challenger strategies leveraging Triad (FICO) Decision Software. Ensure VIN Splits and RDG assignments properly distributed in the account routing logic and agent list distributions. Additionally ensure it is tested and working as designed monthly.• Act as a liaison between technology and operations ensuring business requirements are provided, testing is conducted, and system releases are implemented successfully. Additionally, serve as the collection leader over all collection policies and procedures, audit exceptions, letters, and natural disaster / business resumptions along with Risk Acceptance policies.

• Responsible for driving collection operational performance improvement of our three off shore collection agencies located in Mexico, Philippines & Jamaica and one domestic collection agency in the areas of dialer performance and technology, while ensuring appropriate governance control over vendor processes. Serve as relationship / vendor manager for external collection offshore agencies and for technology partners such as Avaya, Varolii and Soundbite.• Provide due diligence support for all new vendors. Additionally, responsible for driving performance development for all internal sites throughout North America (Dallas, Knoxville, Little Rock, Jacksonville, Toronto & Montreal) utilizing dialer technologies along with Auto Voice Messaging Solutions. • Develop reporting and analytics to support strategic relationships, performance, process gaps and cost benefit. Partner with Global Procurement in negotiating contracts, creating Master Servicing Agreements, Statements of Work, along with the tracking and maintaining Service Level Agreements. Provide regular key stakeholder performance updates and monthly performance reviews with all internal sites and external collection agencies.

• Responsible for SCOPE requirements and analysis of collection business rules. • Analyzed business rules for Consumer Collections and Recovery and cared for the migration of the rules from the current disparate systems to a common rule set, governing the NAOT collections, loss mitigation and recovery environment.• Partnered with work flow teams to analyze the rules for best practices, alignment, and control. Ensured operational, risk/collection policy, legal/compliance and audit requirements were met.

• Managed a team of 2 Exempt Business Analysts (domestic) & 3 Exempt Reporting Developers (off-shore) supporting Latin American (Brazil, Argentina, & Mexico) Collection P&L’s. • Prepared analytics and communicated storyboards for Monthly Operational Reviews and Policy 6.0 performance reviews. Served as Collections Headquarters Latin America Lead while working with Risk and Finance departments during planning sessions (OP/SI/SII) on delinquency, losses, and recoveries. • Documented forecasting inputs (initiatives, process changes, currency exchanges) and monitored actual results. Provided supporting statistical analysis to support P&L Planning sessions and monthly full year forecasts. • Delivered high-impact analysis/projections and provided strategic recommendations to GECF-Americas Senior Management for improved processes and/or performance. This included delinquency and loss, recoveries, account characteristics, process change impacts and economic conditions. Direct analysis and support for new deals in the business. • Shared best practices across Retail Consumer Finance, Retail Sales Finance, and Latin Americas & GECF-AMERICAS. Provided continuous improvements in processes through consolidation/streamlining/enhancements and driving QNI contributions. Supported adhoc analysis as needed.

• Managed a team of 6 Exempt Managers, 6 Dialer/Reporting Specialists, 5 Call Quality Specialists, and 80 Outbound Collections EFT in achieving gross and net write off objectives for Macy’s Outbound Collections (Past Due Buckets 1-6).• Monitored productivity, performance, and process risks and implemented controls to reduce risks. • Partnered with HR in identifying staffing requirements and ensuring fair and consistent employment practices. Partnered with Risk/Collections Strategy in developing Op Plan, S1, & S2 delinquency and expense models.• Planned and implemented weekly and daily dialer, MIS reporting and Call Observation production plans.• Managed auto-dialer operations ensuring efficiency of operations and maximum contacts. Developed and implemented MIS for collection units. Reviewed category reports and recommended workload management strategies to ensure account penetration. Provided performance evaluations, bonus and incentive program scores, and analysis of programs. Developed and implemented digital voice and scripted letter campaigns. • Partnered with Card Services, Recovery Operations and FACS (Federated Department Stores) to share best practices and improve processes. Served as project leader in transitioning Macy’s Collections business to Federated, and as a project participant for NICE Call Quality technology and process implementation.

· Responsible for the efficiency and effectiveness of the Concerto Dialing Platforms nationally. Develop effective dialing campaigns and/or manual calling strategies utilizing the dialer platforms and the Fidelity / All Tel mainframe host systems. Coordinate prompt resolutions of call routing / host related issues while building relationships with vendors and host developers. Provide Desk Top support for Lyrical and Six Sense Software issues. Report, gather, and interpret collection data to assist in identifying gaps in performance / strategies to improve overall processes. Provide project support to all dialer and other related system upgrades.

• Managed 3 Business Analysts, 10 Dialer Operators, & 2 MIS Developers in supporting a client group of 650+ staff members, 40 Collection Managers, & 10 Operation Managers to exceed monthly & yearly goals/objectives.• Prioritized and assigned projects to MIS Developers, and developed project plans. Assisted with SAS coding and Database design tested and validated collection data and communicated project updates to client groups. • Responsible for the efficiency and effectiveness of the Mosaix and Concerto Dialing Platforms. Developed effective dialing campaigns and/or manual calling strategies utilizing dialer platforms and Total Systems, FDR, & IBS mainframe host systems. Coordinated prompt resolutions of call routing / host related issues while building relationships with vendors and host developers. • Served as operations Project Manager on national projects such as Call Tech, National Dialing Re-engineering, Mosaix Dialer Upgrades, Dialer/Vendor Selections, and Concerto Auto Dialer Installation.

Managed all levels of delinquency for both prime & sub prime portfolio’s. Queue volumes ranged from 6000 to 90,000 accounts , varied based on delinquency level. Teams sizes ranged from 18-35 collectors. Coached & developed team to obtain CGWO & NCL objectives, while ensuring collectors adhered to FDCPA & State Legalities. Managed IB call volumes, ACR's, expenses, attrition & attendance records, monthly & annual performance appraisals, action plans & quality results. Assisted in the creation & implementation of calling strategies utilizing the Mosaix Predictive Dialing Systems & IBS, Tsys1 & Tsys2 host systems. Served on National Project Teams such as Front End Processing Group & Best Practices Team. The Front End Processing group determined how national operational processes would be implemented & communicated in local collection sites. The Best Practices Team audited each sites’ processes & uniformed many processes in order to maintain consistency throughout all collection sites.

· Managed the net flow for credit card delinquent accounts ranging from 1-90 days past due. Monthly queue volumes ranged from 25,000 accounts to 75,,000 accounts however, varied based on level of delinquency. Teams sizes ranged from 18-30 collectors. Coached and developed collectors to obtain CGWO and NCL objectives, while ensuring staff members adhered to FDCPA and State Legalities. Managed inbound call volumes, account to collector ratios, team expenses, attrition and attendance records, monthly and annual performance appraisals, as well as action plans and quality results. Assisted in the creation and implementation of calling strategies, based on performance measurements, utilizing the Mosaix Predictive Dialing System and Tsys1 & Tsys2 mainframe host systems