-Cultivate and maintain a strong partnership with one of our company's oldest clients-Oversee a team of 20 direct employees and 100 indirect employees in the Collections and Recovery department.-Provide leadership and guidance to ensure the team meets or exceeds set performance targets and goals.-Serve as the site's Training Manager, responsible for the comprehensive training of new hires and ongoing program-specific training for existing employees.-Manage client access requests, ensuring that team members have the necessary tools and resources to perform their roles effectively.-Implement strategies to manage attrition through an effective onboarding process, promoting employee engagement and retention.-Drive collector effectiveness through behavior-based coaching, providing constructive feedback and actionable insights.-Utilize Performance Management tools, including quality dashboards, to monitor and enhance team performance.-Establish, track, and analyze Promise to Pay KPIs to gauge the effectiveness of the collections team.-Monitor and report on overall recovery of loss accounts, ensuring alignment with organizational goals and client expectations.-Implement strategies to deliver an insanely great customer experience through the collections and recovery processes.-Conduct regular calibration sessions to ensure consistency and quality in customer interactions.Reporting and Presentation:-Prepare and present results to the client through Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR)

Manage 150+ FTE business unit in the financial services vertical-Take responsibility for day-to-day call center success, including but not limited to establishing and monitoring key metrics for call center operational activities to achieve KPI target results, utilization, NPS, and quality scores.-Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity, drive, and improve business processes.-Directly lead a team of operations team managers; develop and manage daily workload strategies by delegating work and assignments based on needs to successfully meet client expectations.-Manage key projects with business partners including Engagement, Communications, Account Management, and Business Analyst teams to effectively manage the client's expectations for member service and communications; analyze and identify opportunities to improve the member experience.-Improve general performance and efficiencies in all areas of operations, including optimizing workflow processes and providing critical feedback on client delivery.-Support the leadership and coaching to team members in support of individual associate professional goals and ambitions. -Facilitate training and development of all advocates and specialists. -Train and mentor other managers as needed, including teammates in other lines of business where joint clients are served.-Partner with teams to develop strategic road maps to promote customer retention and expansion-Assess operational risks and use the operational understanding of client processes to develop corrective action plans-Build a culture of consistent best practices through continuous improvement by collecting feedback,evaluating efficiencies and recommending changes to improve delivery - Coordinate staffing by partnering with Workforce through capacity, attrition, O/U and planning future training classes with help from Learning Delivery and Talent Acquisition teams

Manage and Lead a team of 20-35 supervisors within the Credit Card Operations of the Financial Sector - Ensuring throughput on all escalated/non escalated consumer matters ensuring high level satisfaction- In addition to process accountability, mentor supervisors and junior managers to ensure professional development, leadership growth & succession planning- Utilize strong business acumen and capitalize on my ability to link best practice solutions to positive outcomes-Ensure data cleanliness through routine auditing and process compliance - Maintain SLA and their delivery, while driving scalability and high growth of operational processes- Identify and solve/mitigate operational risks ensuring business continuity

Training and Developing all personnel from new hires to upper management within the Financial / Banking and Energy Sectors - Managing 30-50 direct reports- Educate and execute all onboarding/up-skilling for new hires and mid-upper level management by delivering training materials, and through personal/professional experiences- Deliver company/client standards and expectations while providing an upbeat learning environment- Outline quality trends, listen & grade calls to provide adequate feedback tailored to trainee's-Manage learner communication, tasks, and troubleshooting related to LMS, eLearning's and instructor-led trainings- Assist in the design, formatting and editing of learning materials - Collaborate with Senior Leadership and Stakeholders to support implementation and adoption of global talent development tools & initiatives- Successfully directed the implementation of SAP software across 4 regions (12 Business locations/ 1400+ employees) within Energy/Utilities Vertical

- Provided support to team members in resolving customers concerns, all while maintaining personal performance metrics.- Supported Team Managers to fill in and provide additional support when needed.- Consistently met and exceeded all call quality expectations.- Demonstrated platinum principles throughout each encounter with customers and successfully diffuse heated situations where customers were not satisfied.- Sold additional products and services to every potential customer. Over $30,000 in sales generated- Provide support to Operations during critical cutover periods.- Assist in team building and accountability.- Provide agent coaching’s- Monitor and help develop agents who experienced difficulties.- Work with Learning Specialist to assist in administrative duties such as daily summaries reports and quality evaluations - Overseeing 3-5 subject matter experts during agent nesting period.

Responsible for interpreting the NFHS rulebook and calling violations during game play of Middle School, JV and Varsity baseball teams. Inspect sports equipment, handle large groups of spectator conduct. Train and educate players on the proper rules/mechanics of baseball