Provided direct supervision of the contact center team, including coaching, and employee development. Coordinated implementation of programs and procedures to meet company goals and achieve strategic objectives.  Authored both technical and soft skill training documents Assist in continuing education of transferred and new hire employees

Operations Support including change management, policy and procedure, compliance along with training and organizational development.

 Facilitated New Hire and continuous education classes to audiences of one to twenty five Performed Needs Analysis leading to developing a more robust new hire training experience Piloted and managed post-classroom training bay. Provided detailed collection metrics results based on dialer productivity, measured call effectiveness and revenue generated. Partnered with Compliance to review and update all state collection law warnings. Assigned as A.C.A. liaison to continue to monitor all state and federal law changes Authored and delivered Sales in Collections  Created SME Peer program for new hire and tenured employees Created and delivered Collection Metric training