Lead teams responsible for the loan processing and servicing of online loans, customer service, and first party collections for both online and retail loans.

Lead a team of 100+ associates in the Internet Lending Division of Check Into Cash, known as LoanByPhone.com. Responsible for Inbound Customer Service, Loan Processing, Outbound Customer Service, Live Chat, and other administrative roles. Also, responsible for the Collections and Customer Retention roles.

Lead overnight Technical Support Team consisting of seven Supervisors and 90 Customer Care Associates who handle calls as the national call center, handling Technical Support, Sales, Billing, and Commercial calls. Analyze call volume to determine business needs to achieve Service Level objective. During customer outages determine appropriate steps to manage customer needs via IVR messaging by contacting Regional or National Operations Center. Provide Senior Management with a recap of the day’s activities such as calls to forecast, reason for calls, handle time, service level, and call drivers. Lead and assist supervisors with growth of their associates in sales, customer experience, handle time, and procedures in order to improve associate retention. Coach and develop Supervisors to improve their business acumen and knowledge.

Analyzed business results of Axcess Financial's eCommerce Contact Center and adjusted workforce management models, performance scorecards, and forecasting models based upon findings. Managed contact center and professional staff of 25 associates comprised of Customer Service Teams (Phone, Email, & Live Chat), Reporting and Business Analysis, Training, Quality Assurance, and Project Management teams. Customer Service teams handled 20,000+ contacts (inbound phone calls, chats, and emails) a month. Directly responsible for Workforce Management and operation forecasting. Managed to KPI and P&L expectations. Monthly review of operational performance and PNL outcome with Senior and Executive Management. Managed relationship and SLA with domestic 3rd party call center provider that handled 26,000+ inbound calls a month. Managed relationship with 3rd party provider that handled voice broadcast campaigns of over 30,000 calls a month. Developed quality standards for operations unit.

Managed the day to day operations and business results of contact center and operations staff of 65 associates including loan processing, loan servicing and customer service. Directly managed support roles: Training, QA, Reporting and Business Analysis, and Project Management. Directed the development and implementation of formal policy and procedure manual.Managed an operating budget of $7MM. Worked closely with online marketing and web development team on customer experience, PPC, SEO, and affiliate initiatives to drive site visitors and conversion to customers.Cross functional partnerships with Human Resources, Risk Management, Underwriting, Marketing, IT, Compliance, Legal, Accounting, and Axcess Recovery and Credit Solutions (Collection Agency). Monthly review of operational performance and PNL outcome with Senior Management. Coached and develop managers and supervisors.

Managed day to day operations of contact center and operations staff of 30 associates, including application processing and verification teams, as well as multiple customer service channels. Analyzed business results and determined need for efficiencies. Managed policy and procedures as well as ensured adherence to state and federal laws. Worked closely with First Bank of Delaware management as part of the installment loan program. Handled customer complaints from government agencies (e.g. DFI, Attorney General, and FDIC) and Better Business Bureau. Managed to KPI and PNL expectations. Performed coaching and training as necessary for supervisors and associates.

Coordinate the assignment of referees for all age levels for Greenhills SAY Soccer program. Train and mentor new referees on the Laws of the game as well as how to manage matches professionally. Serve as a Board Member for Greenhills SAY Soccer.