As the director of recoveries, I am responsible for the post-charge off recoveries across multiple products. I lead a team in the development and implementation of strategies which help boost revenue for the organization and ensure a positive customer journey, all while maintaining the highest level of regulatory compliance. I lead the development of KPIs, reporting, and analytics necessary to monitor and measure the health of the recovery program. I am also responsible for the development of outsourcing strategies, vendor onboarding and management, and technology solutions to support the recovery BPO environment, including debt sales.

As senior manager of recovery operations, I lead in a role mixed between project-based focus where I implement strategies that help the organization accomplish its goals, leading teams of employees who drive the success of the operation, and serve as the chief of staff to the Vice President of Collections and Recovery. This includes leading a department of three teams consisting of 70 front-line collections agents, managing expenses of $200+MM for an organization of over 400 employees including litigation and outsourcing fees, implementing key software and process improvements that improve workflow, and building cross-departmental partnerships that are essential for success. I also lead a team of nine exempt-level staff responsible for servicing litigation testimony across the country, enabling $400+MM in annual recoveries. I collect data on our operations and present detailed proposals to executive-level management to ensure our team has the resources it needs to succeed. My Chief of Staff duties involve the alignment of stakeholders as well as the development of the strategic vision for business, people, and process goals including the development of scorecards and KPIs. My key contributions include:* Reduced cost of key software by $1M over three years and expanded service offerings by 300% through renegotiating contract with suppliers.* Developed strategy for deployment of software that enabled document management and reporting between company and 60 third party service providers.* Increased speed of document processing 400% by implementing optical character recognition software.* Tripled liquidation rates on subset of account portfolio by leveraging third party purchased data.

In my role as department manager of the agency vendor management division, I led our partnership with 22 collection agencies across three lines of business (third party, deceased, and bankruptcy) and ensured their performance and compliance was satisfactory. These agencies are responsible for the outsourced collection activity on charged off credit card accounts, and I implemented training programs for the 22 collection agencies and initiated ways our workflows and communication practices could improve. I was responsible for the delivery of $130M in annual recoveries and the management of an annual budget of $35M. I analyzed ways each agency could more effectively serve its market through strategically allocating its projects across companies.My key contributions include:* Improved liquidation rates by 40% over six months and 28% over 12 months. * Reduced expenses by decreasing network size by 32% and allowing for more effective relationship with smaller number of agencies.* Generated 60% improvement in regulatory compliance audits within first year, resulting in 100% compliance by year five through commitment to continuous improvement.

My role as project manager in the attorney vendor management division provided me expertise in vetting and selecting vendors and managing their performance and compliance. I determined which agencies could serve as the most effective partners for Discover, and I assigned their markets in strategic ways to maximize time and resources. As project manager, it’s important to always evaluate processes, and I identified gaps in production process and determined ways to improve how lawsuits were filed. I also developed controls that minimized deficiencies in audits, collaborating with our vendors to create sustainable practices.My key contributions include:* Led reallocation of more than 100k accounts after directing process of selecting new vendors.* Increased annual line of business recovery 75% through expanding secondary network by seven firms.

As an associate for attorney vendor management, I led our partnership with eight collection law firms across 11 states, including their performance and regulatory and contractual compliance. Each month, I assessed their performance and ensured their compliance with complex regulations.My additional responsibilities included allocating market share and serving as a liaison between Discover and each firm in relation to their operations. I collected performance data and compiled reports to measure their success in reaching objectives.My key contributions include:* Identified key performance indicators for each collection agency that would ensure exceptional performance.* Selected and onboarded new collection firms to create smooth transition into partnership.

As a team leader, I held responsibility for the daily operations of 15 probate specialists. I designed a monthly dialer strategy that improved efficiency, and I managed our relationship with external probate collection agencies, ensuring their performance, inventory levels, and compliance remained successful. This included $6M in monthly recoveries.My key contributions include:* Created process that allowed agents to handle 3,500 more consumer calls each month, a reduction of 250 hours of manual activity.* Improved agent performance by developing customer feedback survey that resulted in actionable strategies.

Responsible for the day to day operation of a team of 12 CCCA Collection Specialists. Responsible for designing monthly Dialer strategies and evaluating their performance as well as the management of department reporting. Managed department reporting and data analysis, including providing empirical-based business recommendations. ■ Reassigned collection efforts to an automated dialer, resulting in the reallocation of 12 FTE and saving $380k per year.

Responsible for the day to day operation of a team of 13 Discover Business Card account managers. Managed employees by planning, scheduling, training, and coaching on policies and procedures, monitoring customer interactions, and evaluating performance. Created a group of agents dedicated to resolving escalated calls and improving customer satisfaction. Participated in the Lean project evaluation of the Probate department, providing necessary input for the customer service line of business.■ Created audit procedures for written mail and email.■ Developed agent and department performance standards.

Managed new hire employees in the Development Bay. Facilitated new hire training and recurrent customer service trainings, as needed. Monitored and coached existing customer service and Discover Business Card Account Managers. ■ Excellence Award recipient (September 2006).

Inbound customer service. Answered inquiries from consumers about their credit card account. Resolved problems pertaining to billing and account balances. Served on the Recognition Committee and Excellence Committee. ■ Excellence award recipient (July 2004).■ Employee Spotlight recipient (March 2005).