Promoted to Sr. Unit Manager role and through changing the culture of the department and improving the bench strength of our leadership team have delivered outstanding results. Changed the culture of the department of about 100 associates to a highly engaged and highly performing department through creating a culture of clear, transparent expectations and consistent accountability while having much fun. Also, improved the bench strength of my leadership team to one of the strongest leadership teams within our workplace through coaching and developing leaders at all levels. Responsible for leading a department of Inbound associates that focus on collecting revenue as well as customer experience as well as a department of Outbound associates that focus on both areas as well. Have led training of leaders across multiple sites on how to coach and develop their team to achieve the maximum results as well as trained associates on negotiation and customer experience skills and best practices.

• Selected to pilot a new principal based servicing approach that changed the entire framework of our operations. Partnered with the project team in providing feedback on the product and supported the project to a successful rollout to the entire department.• Developed a top performing team through consistently coaching each associate and motivating them to achieve their full potential. • Stood up an escalated queue of 30 associates leading the selection of associates, coordinating all training materials and coordinating all logistics of rollout and implementation of a new queue