Linda Doherty Email & Phone Number

Newark, DE Virtual

o Single point of contact for Vendors providing Barclaycard services by phone with centers in USA and the Philippines with ~1,000 contract employeeso Managed additional relationships with Vendors including:o Funds Transferso Payment Processingo Business Systemso Negotiated new SLA’s & changes to existing contracts resulting in “win-win” situationso Close.

Management of automobile finance skip tracing - 50+ people and the strategic process.Management of an overseas vendor with approximately 50 Associates.

Structured Vendor Relationship Management team to provide a single point of contact for each Vendor, providing solutions & coordinating with in-house partnersPrepared Cost/Benefit analyses with each project, identifying improvement opportunitiesWorked w/Supply Chain Management to select a new Vendor using Six Sigma scoring methodologyCreated new Vendor.

Developed a strategy to outsource collection volume based on age & risk factorsRecruited, hired, trained & led by example, creating the top performing team in Collection StrategiesEnhanced routing of “skip trace” accounts in the CACS system & created an accurate forecast, increasing efficiency & loss reduction

Re-designed the unit structure & scheduling across five (5) collection operations to maximize efficiencies, unit collaboration & business continuity

Performed analysis and developed a Unit structure to perform collections on acquisition portfoliosPerformed site visits to analyze portfolios acquired & understand clients’ needsSelected by HR to participate in a cultural leadership steering program entitled “Discipline without Punishment”

Developed a new approach for late stage collections using a combination of auto-dialing & manual callsCreated & facilitated “Walk Awhile in my Shoes” & “ExCeed” training

Developed variable scheduling and transformed Unit culture to perform as "Business Owners" for portfolio management

Managed group of collectors and dialer operatorsDeveloped collection contact strategies resulting in greater success rates

Managed inbound and outbound control centerManaged credit associates for consumer and secured cards

Managed associates in Mail Opening, Image Capture, Data Entry and EncodingDesigned floor plan & work-flow structure, resulting in greater throughput & higher transaction qualityRelocated a Client-based payment processing Unit from California to Nevada

Managed auto dialer strategiesManaged early stage collectorsCreated & delivered specific Customer Service oriented conversation styles to increase effectiveness

Conducted a test splitting work between Customer Service and CollectionsLed team of associatesAnalyzed data from the test and presented findings to Senior Management

Managed work-flow between two (2) SitesManaged customer service associates

Line Management - Travelers Cheque Selling Outlet Support Services (SOSS) and Credit Card Dispute Resolution. Participated on a project team to introduce automated dispute follow-up processes.