Data Management – Internal and Captive Firm Operations- Reconcile data from both our clients and our captive firm platforms to ensure all systems of record contain consistent data.- Responsible for identification of data inconsistencies, determination of the root cause, correction and oversight to ensure procedural errors have been eliminated.- Create and manage automated data flows using MySQL and Crystal Reports.- Identify the impact that process changes have on current business objectives and update performance metrics & KPI progression models as needed.- Receive and fulfil reporting requests by clients and upper level management to assess performance of assigned portfolios compared to market competition.- Build and traffic metrics to assist management in financial modeling, and provide them with accurate data on which to plan future initiatives.Client Relationship Management- Coordinate onsite audits with management teams, request, receive, review and deliver any required audit documentation or data.- Analyze ever changing client Policies & Procedure to determine required changes needing to be implemented to our P&P’s, identify affected departments, determine timetables for change implementation and task department managers with staffing changes and updated responsibilities.- Work strategically with executive management team to aid in the execution of any updated procedures to ensure they meet internal and client objectives.- Meet with clients, attend and monitor offsite audits and attend conferences for legal collection market updates.- Manage and create onboarding and offboarding plans and processes for clients and captive firms.

Data Management – Internal and Captive Firm Operations- Reconcile data from both our clients and our captive firm platforms to ensure all systems of record contain consistent data.- Responsible for identification of data inconsistencies, determination of the root cause, correction and oversight to ensure procedural errors have been eliminated.- Create and manage automated data flows using MySQL and Crystal Reports.- Identify the impact that process changes have on current business objectives and update performance metrics & KPI progression models as needed.- Receive and fulfil reporting requests by clients and upper level management to assess performance of assigned portfolios compared to market competition.- Build and traffic metrics to assist management in financial modeling, and provide them with accurate data on which to plan future initiatives.Client Relationship Management- Coordinate onsite audits with management teams, request, receive, review and deliver any required audit documentation or data.- Analyze ever changing client Policies & Procedure to determine required changes needing to be implemented to our P&P’s, identify affected departments, determine timetables for change implementation and task department managers with staffing changes and updated responsibilities.- Work strategically with executive management team to aid in the execution of any updated procedures to ensure they meet internal and client objectives.- Meet with clients, attend and monitor offsite audits and attend conferences for legal collection market updates.- Manage and create onboarding and offboarding plans and processes for clients and captive firms.

- Responsible for training and developing new employees. - Responsible for ensuring my unit exceeds required collection goals.- Managed calling campaigns and for American Express portfolio and fielded all manager escalations.- Managed a team of 2 Team Leads and 6 agents.- Awarded American Express “Power of Blue” Monthly award for top performing leader, July 2010- Awarded American Express “Power of Green” Annual award for top performing leader, May 2013

- Provided consumer collection services for multiple Fortune 500 companies - Managed dialer operations of over 40 employees - Trained and developed new employees in product knowledge, quality assurance standards, and negotiation tactics - Consistently maintained quality scores in the top 5% of the company

Managed consumer collection services for multiple Fortune 500 companies, trained and developed new employees in product knowledge, quality assurance standards and negotiation tactics while managing dialer functions and campaigns to maximize effectiveness of up to 40 employees.

- Placed outbound calls to collect receivable accounts.- Trained new employees on negotiation tactics.