• Launched a strategic upselling initiative that led to a 25% increase in customer adoption and a 15% growth in quarterly revenue.• Fostered strong customer relationships and collaborated with various business, technical, and analytical resources to ensure that products and configurations aligned with customers’ needs.• Conducted quarterly business reviews (QBRs) with key clients, reflecting on performance, addressing current challenges, and future planning.• Collaborated with sales, product, and support teams to ensure smooth onboarding and account management processes.• Achieved revenue targets by effectively managing renewals and identifying upsell opportunities within existing accounts. • Enhanced customer satisfaction by implementing personalized success strategies for key accounts. • Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs. • Managed escalations effectively, resolving complex issues and preventing future occurrences. • Proactively identified at-risk customers and addressed their needs, reducing the churn rate by 25%.

• Managed existing client relationships, generating $10 million in annual reoccurring revenue.• Averaged $250,000 in upselling and renewal opportunities each quarter.• Proactively identifying at-risk customers and addressing their needs reduced the churn rate by 12%.• Fostered relationships with executive sponsors and key client team members at all necessary organizational levels.• Developed a segmentation plan for key client management, focusing on driving product adoption, and enhancing client experience while improving net retention.• Project-managed and facilitated the solution implementation process in collaboration with service delivery, sales, analytics, technical, and operations teams.• Developed, coached, and mentored client success managers.

• Averaged $3 million in new business opportunities each year with the existing customer base. • Managed third-party collection initiatives that generated $50 million in annual reoccurring revenue. • Developed and executed a go-to-market strategy for the existing customer base to achieve revenue and retention goals. • Fostered strong customer relationships and collaborated with various business, technical, and analytical resources to ensure that products and configurations aligned with customers’ needs.• Served as a Subject Matter Expert (SME), demonstrating products and specific features at customer locations and special events. • Managed the implementation process by collaborating with delivery, sales, analytics, technical, and operations teams.• Recommended solutions and clearly explained features and costs to assist customers in making informed buying decisions.

• Executed all aspects of requirements delivery, planning, elicitation, analysis and documentation, management, and support of eWallet payment solution.• Created user stories to increase degree of detail for acceptance criteria, assumptions, constraints, and dependencies.• Assisted development staff with drafting project plans, and advising personnel on milestone planning.• Investigated and addressed system issues to enhance usability and improve functionality.• Successfully implemented eWallet across several customer platforms.• Participated in internal audits regarding quality management systems.

• Identified needed business improvements and determined appropriate systems required to implement solutions.• Consulted with decision makers, system owners, and end-users to define business, financial, operational requirements, and system goals.• Collaborated on plan, design, development, and deployment of new applications and enhancements to the current system.• Defined activities and tasks to meet business requirements and develop project work plans• Developed automated third-party collections management system to oversee recalls, returns, updates, and reconciliation in agency network.• Trained personnel in the use of systems.

• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.• Managed direction and oversight of collection processes, strategies, outbound call campaigns, and inbound/IVR call routing.• Trained and mentored new employees on collection methods, documentation requirements, and performance strategies.• Trained, coached, and mentored staff to ensure compliance with company policies as well as state and federal laws• Implemented a self-service payment portal, integrated contact management system, and automated batch skip trace waterfall system.• Collected and analyzed call center statistics and performance KPIs

• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.• Implemented and managed an integrated contact management system for 200 collection associates across multiple sites.• Implemented a self-service payment portal and automated batch skip trace waterfall system.• Developed and managed KPIs to measure strategy and agent performance.• Managed all third-party data and technology vendor relationships.• Trained and mentored mid-management on collection methods, documentation requirements, and performance strategies.

• Generated $8.5 million in annual revenue with 120 direct reports.• Aligned organizational objectives with the company mission, resulting in increased revenue, profit, and business growth.• Developed strategic plans and initiatives to achieve client and business performance goals, enhance profitability, and ensure compliance.• Coordinated daily operations and program development aimed at recovering net rolling to charge-off debts.• Identified process improvement opportunities that established better controls, saving over $1 million annually.• Determined quality assurance benchmarks and set standards for continuous improvement.• Collected and analyzed call center statistics and key performance indicators (KPIs).• Established and enforced internal controls, workflows, and policies for tracking, reconciling, and reporting on collections activities.• Set performance goals for the department and provided strategies for achieving them.• Prepared and documented annual budgets and goals for senior leadership.

• Managed all third-party data and technology vendor relationships• Implemented and managed integrated contact management systems for 1000 collection associates across multiple sites.• Implemented self-service web payment portal, recovery modeling, and automated batch skip trace waterfall systems.• Managed skip trace operations with 45 associates across multiple sites.• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.• Trained and mentored mid-management on collection methods, documentation requirements, and performance strategies.

• Implemented and managed several outbound and inbound contact management systems.• Managed system effectiveness and proper utilization for 300 collection associates• Developed collection strategies to accurately forecast and structure collections department outbound campaigns.• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.• Trained, managed and developed four dialer production coordinators and two report analysts.• Served as the liaison among customer service, fraud, IT, and telecommunications departments.• Tracked and reported all call center and collections activity.