• Determine the strategic direction of 2 sites to ensure efficient and effective operations of all programs within those sites. • Manage and control the expenses and budget of the sites to ensure profitable operations. • Set department goals and provide guidance to the managers, supervisors and staff to successfully achieve these goals. • Interface with the client to develop and execute strategies and plans to meet the client's business objectives.• Share key client opportunities, potential risks, and issues that might impact the health of the overall account and/or the company as a whole.• Develop strong business relationships with high profile, high revenue clients to ensure a strong, long-standing relationship.• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives. • Establish quality and efficiency standards and ensures that these standards are measured and reviewed on an ongoing basis.• Establish clearly defined department and individual goals and objectives and communicate these to associates through department meetings and performance planning. • Plan and manage at both the strategic and operational levels.• Ensure seamless integration, conversion, and implementation of clients’ business.• Coordinate and review proposals for new services.

• Partner with multiple Global Corporations to enhance their revenues, profitability and customer service. • Accountable for managing all aspects of the inbound/outbound call centre operations and ensuring the delivery of client Key Performance Indicators. • Responsible for managing revenue through effective management of resources and budget objectives. • Managing and directing a dynamic team of operational leaders to exceed performance targets. • Identifying, developing and executing action plans to improve customer/client/employee experience to increase profitability and reduce cost.• Assisting in identifying new business and revenue opportunities with existing clients. • Reviewing and implementing departmental processes and workflow in order to improve efficiencies. • Providing solutions and partnering with the clients to resolve complex internal and external issues. • Consistently reviewing business requirements and plans to develop and implement short and long term strategies.

• Directed the day-to-day inbound and outbound operations of multiple departments within a credit and collections call centre environment. • Implemented risk models and dialing strategies to minimize potential revenue loss. • Identified and mitigated AR exposures by developing and monitoring relative collection reports to forecast potential risk and loss. • Managed the reporting of key performance indicators and performance highlights for both the Ontario and Quebec regions. • Participated in weekly calls with the Executive team to discuss key performance indicators, performance highlights and action plans around reducing DSO and Net Bad Debt. • Provided solutions and worked on special projects to resolve complex internal and external issues. • Conducted the forecasting and cost/benefit analysis of a variety of projects in order to verify efficiency gains. • Provided leadership, support, coached, developed, counseled and motivated a dynamic team of operational leaders and collection agents on work related goals and objectives in order to reduce the aging of the receivables. • Performed staff Performance Appraisals and implement and monitor any required remedial programs.• Executed and implemented new processes and procedures in order to gain efficiencies, cut cost and reduce potential revenue loss. • Recommended, designed, implemented and provided training to employees on new processes and procedures