• Managed Bankruptcy Support functions: Bankruptcy Setup, Bankruptcy POC Setup, Agreed Order Setup, Financial Research and Issue Resolution • Managed and coordinated 50 employees.• Developed Supervisors with regard to employee, client and attorney issues.• Identified, evaluated, and resolved inefficiencies within the department.• Improved quality of work product by management and auditing of department.• Analyzed system workflow to ensure state processes are being tracked accurately.• Responsible for updating and approving process procedures• Evaluated and monitored individual client staffing needs to ensure performance standards and budget requirements were met.• Maintained 99% + compliance in service level agreements across all functions managed• Acted as primary Customer Service contact for clients on managed areas.

• Identified, evaluated and resolved inefficiencies within the department.• Directed and audited the performance of staff. • Supported and developed team leads regarding employee, client, and attorney issues.• Ensured departmental compliance with all internal and external policies and procedures.• Ensured procedures were well written and updated timely.• Maintained an appropriate staffing level to ensure that all work was completed within departmental standards

• Performed daily audits of the team’s workload to ensure compliance with company procedures.• Resolved research intensive issues on team member files.• Trained all new staff as well as ongoing training for specialists.• Provided first level escalation to team members.