Completed root cause analysis on consumer complaints received for both student and personal loans and worked to develop meaningful solutions to prevent recurrence.

*Trained newly hired employees on job process and managing day-to-day duties of team*Responsible for developing new employees and ensuring they were ready to meet the expectations of the department they were hired for

*Managed Quality Listening Coaches and all quality listening requirements for Fee Products*Managed New Hire Coaches for all Fee Product training classes*Managed Operation Support Specialists for all of Fee Products*Created new Fee Product auditing process and decreased product cancellations from 10% to 4%

*Managed basic job duties and overall performance of account managers*Administered Performance Evaluations and Month Ends