Interfacing with clients, staff and directors on projects from implementation through to delivery.Ensuring client satisfaction by maintaining communication and overall management of the clients’ relationship and operations.Reduced costs by 25% through operational efficiencies and increased productivity.Continually investigate and introduce process improvement measures.

Communicate performance objectives as well as create action plans for the collection and customer service floor.Develop and implement collection techniques necessary to aid in optimizing the collectors’ collection efforts. Generate and implement strategic collection plans to coincide with the direction of the department and subsequently the company. Liaison with the client to determine monthly collection and customer service targets and the steps necessary to attain them. Implement daily, weekly and monthly competitions to aid in collector and customer service motivation. Update collection reports from the client on a daily, weekly and monthly basis. Conduct interviews to select new collection specialists and customer service representatives.

Communicate performance objectives as well as create action plans for each collection specialist.Manage, counsel and motivate by professional example a minimum of ten collection specialists on a daily basis. Generate and conduct monthly performance reviews for each collector. Train, coach and retrain collectors on a weekly basis.

Maintain a high level of professionalism while successfully negotiating payment plans. Achieve and surpass monthly production and collection goals which increased the company’s total collection percentage.

Providing the highest level of customer service while optimizing my ability to collect. ​Achieve daily, weekly and monthly targets while consistently being number one.