I define organizational strategy and ensure all decisions and operations align with the company’s mission. Guiding the executive leadership team, I played a vital role in rebranding the organization. Our team of agents are located primarily in Jamaica and provide exceptional tech support, chat support and debt collection services for a diverse array of businesses. ➝ After establishing short-term goals and long-term strategies, I guide the operational framework, establish standard operating procedures, direct business development initiatives and oversee client relations.➝ I monitor KPIs to ensure client deliverables are met and P&L performance is optimized. After renegotiating vendor contracts, decreasing expenses and increasing top line revenue by up to 150%, I improved profit margins 15-20%.➝ Leading the expansion to a 2nd location in Jamaica that has the capacity to double our existing workforce, I ensure operations comply with Jamaican regulations.➝ I stay informed on industry practices and standards and identify innovative technology, IT security and penetration testing that enhance the customer experience and mitigate risks.➝ Overseeing talent acquisition, hiring and employee training programs, I ensure new employees are set up for success. Using innovative training technology that offers hands-on education and better prepares agents for any customer situation, we have reduced the timeframe from training to working on the call center floor by 67%. ➝ To ensure clients receive exceptional support, I implemented AI technology that enables call monitoring and identifies issues. As a result, sales have increased up to 201% and net promoter scores have climbed to double-digits.➝ I introduced results-based compensation that has reduced turnover to less that 5%, well below the 50-70% average US rate and 20-30% below the Jamaican rate.

I provide strategic leadership and legal guidance for a debt collection company. I ensure the organization complies with all federal and state regulations related to debt collection and consumer credit rights including Fair Debt Collection Practices Act, Fair Credit Reporting Act, Gramm Leach Biley Act, Consumer Finance Protection Bureau and the Dodd-Frank Wall Street Reform Act. Served as General Counsel from 2008 to 2018 and President / CEO since 7/2018.➝ While directing the organization’s interactions with state and federal regulatory agencies, I interpret directives that guide collections and continually maintain updated regulatory and legal knowledge.➝ After researching legal resources, I establish corporate guidelines for regulatory compliance in all written and telephonic collections and any associated activities related to consumer collections. ➝ Supporting the company’s Compliance Management System, I collaborate with the Risk Management team to analyze collection data, determine root causes of risks and implement corrective actions that mitigate or minimize future risks.➝ After reviewing vendor contracts, I negotiate and remediate the terms. I draft legal paperwork for clients as requested and guide the resolution of any issues with consumer groups, state regulatory agencies and vendors.➝ I direct the training programs for all agents to ensure they remain compliant with constantly changing debt collections laws and regulations. I oversee the creation of scripts and other standardizations.