Finance Operations; Responsible for Collections, Credit Verification, Associate Management, Vendor Management and Damage Subrogation.

Manage multiple Finance Operation teams including Vendor relationships who support Verizon's Credit Verification and Consumer teams. Develop, adjust and monitor Vendor service level agreements to drive performance. Project Manage multiple Finance programs and initiatives. Analyze and report on key operational metrics. Manage Damage Claim, Pole and Highway Rental Collections.

Customer Service Operations Manager – Finance Manage day to day operations for two Call Centers with over 100 Agents. Develop Agent performance measurements and objectives. Monitor and audit Agent performance for quality assurance purposes. Respond to escalations from customers and higher management. Implement action plans to improve collection performance, productivity and customer satisfaction results. Develop and manage enhancements to systems, strategies and processes that increase efficiency and financial performance. Manage Outbound Agent Dialer team.Significant Accomplishments:Customer Satisfaction Excellence – Consistently achieves top ranking in Director group year after year for Customer Satisfaction survey results. Profitability - Achieved 10% increase in Cash Flow performance in 2015 over 2014 results.

Managed agent resources and scheduling for inbound, outbound and offline functions for 6 call centers with over 400 employees. Developed inbound forecasts and agent schedules to ensure Regulatory access/service level requirements were met. Tracked workload and productivity through Capacity Plan to forecast ongoing required headcount. Project managed Resource system conversions and new initiatives as required. Drove employee Attendance improvement through recognition programs and audits of disciplinary activity to ensure compliance.

Managed live collection systems support staff and technical team that consisted of 15 employees and contractors located across the Verizon footprint. My team was solely responsible for support and maintenance of 10 mission critical systems including; Dialer, Live Collections and Order Workflow. Supported 4K end users with an annual expense budget of $3M. Solicited and developed enhancement requests with input from the Field teams to drive improvement in productivity and performance in key metrics. Managed PC inventory, maintenance/deployment of equipment, desktop image and LAN Support for all Wire line Collections offices. Developed business cases for capital funding as required working closely with Finance and Field teams. Coordinated implementation of maintenance contracts and service level agreements for vendor supported systems and projects in conjunction with Sourcing.