Founded Zenylitics, a provider of interaction analytics as a managed service. Started as a solo practitioner, Zenylitics has grown with staff on three continents, including a COE in Delhi, India.

Leader responsible for first line of defense monitoring and quality assurance in our contact centers, as well as "back of house" support functions. Manage speech analytics software initiatives collaboratively across the business in an effort to drive compliance, agent efficiency, and revenue growth.

Creating and maintaining an open and communicative culture of compliance within our customer-facing call centers by defining expectation with documented policy/procedure, along with a robust auditing and monitoring program with a focus on remediation through training and development.

Designed and oversaw a development program for new hires and prospective management staff, tailored specifically to comply with regulations and requirements recently outlined by the Consumer Financial Protection Bureau as well as internal office policies and procedures. Led training sessions focused on “on the job” topics and created metrics to measure employee performance and efficiency. Developed retraining program for low efficiency staff and handled terminations when necessary. Interacted with management and HR to fill staffing and retraining needs.

Managed a merger with a Pennsylvania collections firm. Worked with IT and Legal staff to integrate both firm's systems/records and designed process flows to increase caseload capacity and process efficiency.