• Contact Center Consultant partnering with Fortune 500 companies, BPO, and start-up organizations in performance management, benchmarking, KPI attainment, and gap analysis. • Expert in contact center technology with 10 years of domestic and international on-site vendor management • Experienced in sales, customer service, and collections building high-performing teams of up to 3,000 people including remote team members in both domestic and international sites including India and the Philippines.• Align organizational metrics to excellence frameworks.• Responsible for the implementation of Business Excellence initiatives e.g. CSAT, Internal Customer’s Satisfaction (ICSAT), Operations Self Assessments (Health checks), Best Practices (SPARK), Benchmarking.• Managing quality audits, calibration, and metrics reportingMeasurable Results:Built virtual contact center in 45 days for startup firm resulting in 22% increased productionCreated Training and Quality templates for offshore BPO firm in accordance with CFPB telemarketing guidelines Increase NPS score for BPO clients premium customer by 36%Created focused scripting for major U.S. sales division resulting in a 12% increase in 30 days

Serves as Director leading a team of Supervisors and agents in a 200 seat call center that provides customer support and partnership to Hearing Care practices booking appointments via outreach to leads and patients. Build strategy and execute plans to ensure call targets and sales are met. Accountable for overall performance, quality assurance, training, and workforce management of the department. • Generate, and review reports to monitor key metrics. Regularly report KPI’s to executive leadership. Suggest alternative procedures and metrics to optimize telemarketing operations• Partner with sales and marketing departments to ensure alignment with promotional campaigns and sales processes• Developed and managed call scripts to be used with lead generation and qualification. Implemented formal training program for call center agents.

Served as Collections Officer with Citizen’s Bank managing staff responsible for reviewing delinquent accounts and contacting borrowers to determine willingness and ability to pay. Reviewed legal requirements and obligations to borrowers, obtains payments, and establish payment schedules. Maintained account records, including contacts, correspondence, payments, documents, and legal actions initiated or taken. Recommended appropriate legal actions to be taken on outstanding accounts, as needed. • Managed portfolio for Fannie Mae, FHA, and conventional mortgages, auto loans, credit card accounts, and commercial lines of credit • Oversaw $500M collections portfolio identifying areas for improvement and reducing delinquency from 7% to .36% • Turned-around failing charge-off portfolio and decreased legal costs ~80% by renegotiating with attorneys • Renegotiated contracts with company’s repossession vendors reducing costs and realizing ~50% in savings Recruited and trained my replacement

Delivered operations and consulting leadership by providing portfolio-management advisory services focused on helping higher-education and financial-services clients optimize the management of receivables. Delivered expertise in CFPB regulations and procedures related to debt collections and education. Served as a critical stakeholder in the analysis and planning of dialer strategies for workforce development and target effectiveness. Conducted assessment of the collection environment's strategic framework, with an emphasis on building and reengineering production and process-driven infrastructure.• Developed student-loan division for large equity group, resulting in over $32 million in estimated revenues within 3 years • Was a dominating force in establishing top position and score in customer satisfaction, AHT, FCR, and NPS for our significant clients, such as AT&T, improving their positions from a bottom place to a top contender.• Selected to lead the overall improvement in the Philippines of a significant contract servicing AT&T, Sirius XM, and Century Link for sales and customer service.• Through expert leadership, I was able to upscale the BPO team ratings from last place to 4th place within a demanding 90-day deadline.• Created a process improvement plan for financial organization outperforming competition 60 days after implementation.• Established relationships to ensure resources are utilized to increase processes in staff management, traveling, sales, and overall quality of customer services.

Spearheaded call center operations with full $1.2M P&L responsibility and accountability for 76 collection agents and 5 supervisors across 2 service centers. Tracked and analyzed call center performance against service goals issuing reports to senior management and business unit customers on performance. Analyzed production metrics to forecast against development trends. Managed human resource activities for call centers and improvement of key performance indicators and performance monitoring.• Improved overall ranking from 18th to 1st on private credit- receiving production bonus from the client for the company• Facilitated training project in Panama to reduce costs, increase results, and train agents on skip tracing and due diligence.• Supported executive team on developing and driving efficiency through the organization.• Performed IT reporting and discovered 108 incorrectly functioning items in an IT environment flagging for improvement.

Director of FFELP (Federal Family Education Loan) Education Loan Collections with P&L management that oversaw the operations for a $6.2M department. Led the outsourcing strategy for the Collections, Customer Service and Sales Contact Center operations covering 3,000 employees across five cities in three countries, including India and the Philippines. During this tenure, I was established as the director of global collections operations in the Philippines and India to lead improvement initiatives, such as forecasting, strategic planning, production, and financial and budget oversight.• Managed a $48b 60-days-to-default portfolio for federal education loans, reducing delinquency from 8% to less than 3%• Developed, designed, and implemented strategic revenue and operational objectives and strategy, resulting in a 21% increase in recoveries• Created the continual improvement process and scorecards for employee development• Achieved 120% of established corporate goals and increased overall payment percentage from 1.2% to 23% • Received the 2006 Sallie Mae Presidential Award for a record year of $32m in reserve savings for private loan collections• Streamlined private loan collections and decreased documents-resolved percentage by 46%• Implemented a screening process for new employees and redesigned the training program, resulting in lower attrition rates (13% attrition as opposed to 30%)