Melissa Schapiro Email and Phone Number

Lead and direct all operations for collection floor: encompassing, training and development, motivating, coaching and oversight of collection, management, admin and support staff

• Manage activities of incoming and current debt counselors including development, training, monitoring, continual motivation, and disciplinary actions related to performance and conduct.• One-on-one training of new DC's to ensure understanding of/compliance with contract from point of contact to completion of programs set forth by the Department of Education. • Daily and monthly payroll and attendance reporting for upper management summarizing points of focus and progress. Daily and monthly Excel tracking for individual and group performance.• Structure daily game plans for team including building dialing campaigns as well as Excel spreadsheets to target, increase, and maximize business.• Formulate and implement business strategies, streamline procedures and protocols, and provide overall direction for incoming and current debt counselors to meet and exceed personal and company performance objectives.• Resolve consumer concerns, handle complaints and submit escalation to Compliance Department. Follow up on consumer escalations to ensure resolution as needed.

In addition to duties listed below; working with debt counselors to meet objectives, mentoring, and coaching staff related to company polices, and contract requirements. Reviewed required program documentation to ensure suitability to move forward to audit for client approval. Assisted management in teambuilding and staff development.

Contract through US Department of Education. Objective to remove default status by negotiating the best approach for borrower and client. Maintain high compliance standards, and personal performance goals in a rapidly changing environment.

FDCPA compliant third party collections. Managed a monthly personal client file of $950,000 to $2 million. Adhered to strict liquidation goals set by client and upper management.• Selected to build new client portfolio and procure new lines of business within client base requiring a strong emphasis on Skip Tracing, customer relations, and exceeding performance objectives.