Manage Account Service Representatives (ASRs) through work load oversight, conducting call quality assessments, participating in planning/forecasting activities and ensuring each ASR is in a position to meet service delivery expectations.Promote an environment where everyone strives to provide exceptional service to our Clients and our Client's members, even under challenging circumstances.Work closely with the Client Service Manager (CSR) and Clients to address Client/Member/ASR concerns, make recommendations for improvement and monitor status of Client relationships. Additionally, work with the CSR in exploring and implementing new policies and procedures for operational improvement based upon department evaluation and Client/Member/ASR feedback.Work with our Information Technology (IT) department to ensure connections to Client systems are properly maintained and IT issues on the operations floor are properly resolved.Assist ASRs with the coordination of bankruptcy and repossession activities.Enhance sales and marketing efforts by providing operations floor expertise in meetings with Clients and prospects.Responsible for adherence and support of company policy and procedures.Facilitate meetings with staff, Client Service Manager and/or management to communicate initiatives, discuss challenges and present ideas for operational improvement.Coaches and assists ASR's in their professional development.

Reported Directly to the Site Leader for Retail Payment Solutions (RPS). Manage all operational aspects of a team of collection professionals in a Small Business collections call center unit in Minneapolis, MN. Responsible for mitigating losses in an inbound/outbound blended environment, expense management, and customer retention.Manage losses on a $3.7 billion business credit card portfolio at or below plan.Forecast monthly loss projections and production to paid ratios.Oversee implementation and feedback of new idea submitted through SharePoint.Facilitate MDP’s with direct reports and Quarterly Business Reviews with Site Leader.Implement, enhance, and maintain proven best practices that are used as a model for all stages of the collection process.Manage up to 16 direct reports through performance and transactional coaching methods.Manage daily interactions between staff and customers through the use of Service Quality guidelines.Conduct monthly audits to ensure compliance with regulatory and proven best practice guidelines.Address and resolve 50% of all customer concerns same business day. Address and resolve 100% of all customer concerns by 10th calendar day.Facilitate Offset Debt process

Reported Directly to the Department Manager for Retail Payment Solutions. Manage all operational aspects of a team of collection professionals in a Small Business collections call center unit in Minneapolis, MN. Responsible for mitigating delinquency roll rates in an inbound/outbound blended environment.Managed 60-119 delinquency roll rate on a $1.7 billion business credit card portfolio at or below plan.Reviewed Restructured Loan Program and Settlement requests.Managed department Skip Trace process. Minimized Skip costs and maximized find/confirm rates by implementing a waterfall process.Created and implemented individual and team reporting.Managed up to 16 direct reports. Recruited potential candidates for new hire.Conducted Quality Assurance appraisals.

Report Directly to the Department Manager for the Consumer Finance Division. Manage all operational aspects of a team of collection professionals in a Consumer Finance collections call center unit in St. Paul, MN. Responsible for mitigating delinquency roll rates in an inbound/outbound blended environment.Managed 1-59 day delinquency under 2.0% on $1.5 billion dollars of consumer installment loans.Maintained and logged dialer strategies. Looked for efficiencies and training gaps.Logged and reviewed daily trends in dialer performance.Reviewed requests for loss mitigation.Met with Corporate Risk department monthly to assess 1- 29 day dialing strategies and performance.Designed build criteria to reflect dialer strategy changes.Managed up to 15 direct reports. Recruited potential candidates for new hire.