 Oversee high risk call center operations with a focus on implementation on new functions and processes. Lead a team of 7 lead coordinators, 4 escalation coordinators and 4 offline representatives. Responsible for all call routing and collections treatment cycles for department to address high unbilled usage. Responsible for execution of customer service interruption orders to mitigate involuntary churn and bad debt. Streamline customer call in rates to ensure proper staffing of the center to ensure center availability. Create and provide all department communications to ensure a consistent message on changes to policy and procedures. Partner with training team on department training curriculum enhancements. Create and provide reporting to department on trends in key performance indicators to better drive efficiencies.  Continuously partner with outside work groups to better leverage departments function to address bad debt and churn goals. Responsible for addressing all department system issues and partnering with IT on a resolution. Extensive knowledge of HR process/procedures. Responsible for hiring and ensuring compliance with company core values

 Led outbound/inbound collection team responsible for contacting delinquent customers to reduce involuntary churn and bad debt exposure. Successfully managed 4 lead coordinators and 10 front line associates. Effectively provided leadership and direction to improve team performance to exceed department key performance indicators. Provided support and facilitate development to maximize employee skill set.