Justin Toth Email & Phone Number

Nashville, TN, US

Chicago, Illinois, US

Nashville, Tennessee, US

Company reorganization resulted in my role being eliminated.

Nashville, Tennessee, US

Manages all outbound Call Center technology for Zander and ReliaQuote.Manages all inbound call center IVR routing and functionalityBecome a subject matter expert on our current Noble dialerImplement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with appropriate.

Chicago, IL, US

Manage the 90-day volume forecast creating/maintaining schedules aimed at meeting weekly/monthly SLA requirements. Monitor and manage workforce intraday across all work queues and lines of businessDevelop and maintain documentation of WFM processes, practices, procedures, and responsibilities.Provide oversight for creating and maintaining models used for.

Nashville, Tennessee, US

• Develop and maintain forecasts for key business metrics informing utilization of labor and staffing levels using current trends and historical data.
• Manage inventory levels by work group and provide management with direction for overflow strategies, outsourcing, and reallocation of labor.
• Inform staffing and scheduling needs by work group, leveraging key business insights to maximize employee utilization and business coverage.
• Set customer service and performance levels thru monitoring and operations strategy adjustment to sustain continuous improvement.
• Drive productivity efficiencies through data insights.
• Develop and monitor real time adherence to scheduling commitments.

Charlotte, NC, US

Responsible for forecasting, detailing, and maintaining the shrinkage forecast for Collections Services. Specific responsibilities include but are not limited to: forecasting time off system, analysis of time off system, FTE reporting and reconciling, Work Force Management overflow and process improvement. Daily interaction with Collections Services line.

Charlotte, NC, US

Charlotte, NC, US

• Responsible for a team of 50 agents at one time. Required to provide 8 listenings each month on each associate. Monitor and evaluate the quality and compliance risk of inbound and outbound conversations with the.
• Responsible for monitoring, reviewing and providing feedback on the work of internal and external (vendor) Collections Services associates collecting on Consumer Unsecured Credit, Small Business Lending, Large.
• Actively work with vendor managers and leaders to ensure bank policy, procedure and customer treatment goals meet compliance standards.
• Help implement new quality review processes and procedures to the unsecured collections associatesAssist with risk mitigation based on listening reviews as well as minimize regulatory compliance risks for collections.

Charlotte, NC, US

Working in the Consumer and Business Lending collections department, I am currently am collecting on consumer and business credit card debts. Debt ages on the accounts range from 5 days past due to charge off status. I work with the customers to settle the account or get the accounts paid in full to minimize risk to the bank as well as negative reports on.

Process automated reports that pull data from several dialers and databases including PeopleSoft, Artiva, Avaya, Facs, SQL, and others that give operations a clear picture of their statistics and inefficiencies. Develop efficiencies on the operation of the dialer system for multiple sites, analyze data and make recommendations to improve operational.

As a Team Lead in the WAH (Work at Home) group, my job required me to assist my agents working from home, assist our client’s customers in a timely, professional and exceptional manner. As the first line of collections for the client, my job also required me to work with my agents to help customers bring their accounts current and paid. I was also.

Houston, Texas, US

Supervised 2-5 FTE’s in retail service station environment with face to face customer interactions. Performed site safety inspections in compliance with Federal Regulations, inventory management and daily counts, cash deposit counting and management.Assisted and trained new hires and current staff with up-training, as well as company policy changes and.