Directed the Collections and Evictions team to improve performance, auditing, process, and controls. While at Sylvan, I created and executed procedures to improve the management of Evictions and more robust QA and KPI tracking for collections, representing my teams with Asset Management, Field Services, Finance and Senior Leadership.

Hired by the Co-Founders to bring my experience and expertise to both Corporate Compliance and Client Servicing. Client Servicing includes: Customer Service, Negotiations, Underwriting and Payment Processing.

Solutions-driven with 30+ years of success driving operational excellence, adherence to regulatory compliance and exceeding profitability goals for leading consumer collections and financial service organizations. Exceptional leader, known for eliminating redundancies, and delivering multi-million-dollar cost savings. Offering insight, advice and analysis in operations, service, strategy, relationship management and client success. I offer an experienced perspective on improving current processes and identifying additional metrics and functions required for future growth.Previous clients include American Express, JPMorgan Chase, Wells Fargo, and Citibank.Leadership roles at: Plaza Associates, RMCB, Inc., National Debt Relief and Beyond Finance.

Joined the Executive Team to review existing processes and strategies and identify improvements. Designed the required workflows to execute enhancements and drive reorganization to optimize productivity and system efficiencies to manage projected volumes for an aggressive growth plan, while improving attrition. Teamed with C-Suite executives and Private Equity Partners, to leverage my experience to propel Beyond to the next level. Creating world class operations and client experience.

Directed the Underwriting department for the fastest growing National Debt Settlement company. Developed an initial staff of 24 Underwriting agents to a total of 110, in 2 years. This included teams in New York, Nevada and the Philippines. Managed and created policy, guidelines and implementation of Underwriting procedures. Created daily and monthly KPI to allocate resources, Dialer campaigns and staff schedules; improving contact rates, dramatically reducing abandoned calls.

Engaged by National Debt Settlement Company to review processes, compliance, negotiation operations and improve creditor relations.

Oversaw collection operations for US and 3 BPO operations, implementing calling strategy, managing to client expectations while preserving margins and profit contribution. Partnered with Chief Compliance Officer on Call Center compliance, lawsuits and regulatory issues. Created new scorecard and inventory segmentation to improve our ability to monitor the performance of internal and offshore collection centers. Increased Call Center recoveries by 25%, while maintaining a 62% gross profit margin.

Created and implemented an internal scoring model, for a National Debt Buyer, to increase the profitability of their letter dunning process.

Collaborated with Collection Law Firm to help them develop a proprietary real time collection system, to replace their current inflexible format

Provided decisive leadership and direction for all corporate operations including Compliance, Collections and Client Relations Departments. Mentored, coached, and trained 15 Department Heads/Managers and 125+ indirect reports. Directed all facets of regulatory compliance. Worked with General Counsel on all compliance related litigation. Presided over P&L, IT/business alignment and vendor relationships. Directly managed corporate relationships with company’s largest clients, which included American Express. Oversaw vendor relations, SLAs, and operations. Analyzed performance metrics, KPIs, and high level ‘dashboard’ results; continuously devising process improvements to optimize efficiency, productivity, and bottom line profit. Monitored and controlled budget and expenses while instituting best-in-class customer service, with strict adherence to all state and federal laws and regulations.