PATH is a data-driven consulting firm that helps companies make the best growth decisions by focusing on the most important element of business: People.We use data to understand what is really going on in the market and make confident decisions for the growth of your business. At PATH we help you identify, solve, and act by bringing data to life. By linking experiences to strategy and research we can build bridges between customers, your team, and leadership to create positive and lasting connections.Our mission is to help you adapt with confidence to the changing needs of your customers and employees with useful insights and strategies. The biggest growth challenge for any business is to be able to make bold and efficient choices with the highest returns.OUR VALUES:- People-focused- Reliable- Honest- Transparent- FlexibleVISION:We envision a world where human connections are the key driver for a business's profitability.

• Manage a team of 25 Supervisors and ~ 800 phone associates who are responsible for providing stellar service to our Customers.• Manage all types of service levels for the call center, including inbound, email, chat, & social units of work.• Effectively manage and execute change that occurs inside our department, as well as at a corporate level.• Perform quality checks of my Supervisors to ensure they meet/exceed all KPI expectations.• Manage and develop Key Performance Indicators for the department.• Development of relationships with internal & external business partners to ensure that all business needs are met.• Interview, hire, train, & retain employees to ensure that we maintain a high level of service.• Assisted in implementing a new Engagement/Recognition program to ensure that associates are rewarded for exceeding job expectations.

• Manage a team of 10 Supervisors, 20 Team Leads, and 200 Consultant Support Representatives who are responsible for providing quality service to our Consultants and Customers.• Manage and ultimately accountable to all service levels for daily operations of all units of work including Inbound, Outbound, Emails, and processing of Returns• Ensure local leadership is implementing and supporting core operations strategies consistently by partnering effectively across the enterprise.• Effectively manage change to ensure quality and productivity objectives are met or exceeded.• Perform quality checks, develops and reviews performance reports, identifies area to improve, and implement measures to improve performance.• Ensures compliance with all company policies and procedures.• Train, coach, and mentor Supervisors and other team members for promotional roles• Interview, hire, train, retain and review employees.• Lead in the implementation of Call Quality Recording system (Verint) for department.• Lead in the implementation of Workforce Management System for department.• Development of Monthly Performance Reviews• Development of Key Performance Indicators• Act as the escalation point for Consultant and/or Customer questions and concerns that need a higher level of service• Represent the department as a subject matter expert on products, systems, and procedures to internal and external business partners.

• Responsible for Building the Consultant Experience.• Responsible for the daily supervision of employee performance. • Perform human resource actions such as hiring, scheduling, performance reviews, and corrective action as required.• Recognizes and recommends operational improvements and assists with application of organizational policies and procedures.• Assists the manager with daily operations and oversight of employees • Works with the manager in coordinating workflow distribution and performs leadership duties in order to ensure department’s service levels are consistently met • Represents the department as a subject matter expert on products, systems, and procedures to internal and external partners • Performs quality checks, develops and reviews performance reports, identifies areas to improve, and implements measures to improve performance • Leads as a role model in performance and conduct • Conducts performance reviews, including formal corrective action to ensure an environment of accountability and recognition • Effectively manages change to ensure safety, quality, and productivity objectives are met or exceeded • Consistently meets goals for safety, accuracy, and production on a daily basis for assigned department• Delivers consistently, excellent quality products for our customers• Fill in for the Site Manager as required. • Performs all assigned duties in adherence with all company policies and procedures

• Responsible for 40 employees, in the Card-member Assistance Department. Responsibilities include staffing, scheduling, time keeping, employee development, and employee evaluations. • Provides advice or direction on individual problem accounts, as well as resolving the more complicated customer disputes or complaints. Approve exceptions, authorize adjustments on accounts. • Maintain accurate filing and control systems for department activities. • Support my Department Manager through recommendation to improve productivity and results.• Work in the Development Bay with new hires. Work closely with the trainers to help modify areas that have needed improvement. • Conduct Matrix Trainings for New Hires, as well as Orientation. • Worked in all levels of delinquency throughout CMA.• Experience with Avaya• Responsible for $12 billion in outstanding receivables.• Responsible for $90 million in delinquent receivables.• Beat overall plan by 2.3 million compared to other sites losing by 3.1 million YTD.

• Served as acting Team Leader in the absence of the Team Leader. Assisted with team daily reports, goal setting, and projections on delinquent accounts. • Assisted in training and development of collectors. Assisted collectors with questions and special handling of accounts. • Evaluated and monitored productivity to identify areas of improvement. • Helped create an environment of high performance expectations with team members through regular feedback, coaching, and accountability for performance. • Ensured daily adherence to company compliance guidelines, policy, and procedures. • Assisted with team meetings by providing monthly goals and company-wide updates. • Built enthusiasm and teamwork. Assisted with developing team and department contests.

• Handled incoming and outgoing collection calls. • Recognized and controlled losses of delinquent accounts. • Experienced handling high risk accounts through the specialty departments. • Assisted in the startup of a new department for NADU. • Met daily and monthly goals that were set by the department. • Provided quality customer service.