Michelle Short Email and Phone Number

• Lead a team of business analysts in the development, maintenance, and delivery of reporting on Firm collection inventory, financial performance, and client specific reporting. • Drive Firm technology initiatives as primary Point of Contact for integration and socialization of Business Intelligence (PowerBI) tools within Client Business Operations and across other impacted business units. • Collaborate with stakeholders and end users to analyze, document, communicate, and implement process improvement initiatives.• Support Technical Analysts in programming new and/or updated processes, validate data from said programming, and make recommendations for changes to best support end users.• Provide leadership and mentorship to team members to support their professional growth.

• Led the East Region Customer Service BPO organization, establishing robust process standards, optimization strategies, and customer-centric teams.• Functioned as the Eastern Region escalation point for Customer Service and BPO-related matters, demonstrating a proactive approach in addressing and resolving issues promptly.• Executed the East Region aspects of the Global/Country ITBPO team strategy, including the implementation of First Choice (Lean) methods and internal audit training.• Aligned customer service activities with organizational goals, emphasizing the drive for customer satisfaction and enhanced retention.• Consulted with DGF location leadership, Implementation Team, and First Choice Team to develop and deploy Customer Improvement Projects. • Spearheaded the development and implementation of business process improvements with an emphasis on cost reduction and efficiency enhancement.• Drove regional achievement of milestones and key performance indicators (KPIs); Developed and integrated regional best practices for continuous improvement, fostering operational excellence in DGF East Region locations.• Identified training needs and opportunities to develop highly skilled teams; designed training documents and/or provided recommendations for broader scope training needs.

• Local owner of BPO initiatives as well as station specific training and service need. • Aligned customer service activities and initiatives to support and enhance the objectives of the overall organization. • Drove station achievement of Milestones and KPIs.

-Implemented launch of transition from a local office service model to centralized Contact Center operations-Quickly delivered high performing team focused on exceptional customer satisfaction-Analyzed initial and ongoing processes and operations structure; made recommendations for adaptations and changes-Identified Key Performance Indicators and implemented accountability expectations to drive ongoing performance and operational effectiveness-Provided recommendation for training opportunities; partnered with Training and Quality groups to design cross-functional best practices-Designed process maps and project plans for integration of specialty teams-Coordinated and executed complex cross-functional initiatives and pilot programs-Produced and delivered Executive Summaries of program, system, and metric performance-Led team of 5 Supervisors and up to 250 indirect reports -Delivered high performing contact center team; top-performing Manager team-Drove performance improvement within call center metrics, reducing call handling times by 50% from implementation

- Manage global workforce of 300 credit call center agents and leadership servicing Customer Care and Collections needs - Redesigned and implemented new BPO processes, policies, and oversight guidelines to assure compliance to Internal Audit requirements- Coordinate services to assure consistency between offshore site(s) and Genesis Financial Solutions locations- Serve as Relationship Manager to create a culture of unity across borders; market benefits of offshore servicing to stateside locations- Record and analyze performance data relative to KPIs; identify performance trends and deficiencies; identify process improvements and implement initiatives to optimize site performance- Improve service delivery in all areas to decrease cost of service while improving the Customer Experience; drive performance to realize improvements month to month and year to year- Remotely coach and motivate vendor Management to improve personal performance and uphold values and expectations of Genesis Financial Solutions- Survey site in person to provide first hand verification that service levels are being attained and processes are implemented- Launch on site initiatives and focus areas that create motivated and engaged agents committed to providing a superior Customer Experience- Recognize and share best practices across organizations; identify and market when one organization’s best practices should be reflective at another- Assure workforce/headcount is sufficient and adjusted based on needs - Provide input to personnel management and ongoing development of offshore staff- Maintain oversight of contracts and verify service deliverables- Analyze and approve multi-million dollar annual billing for accuracy to billable hours and incentive attainment - Serve as subject matter expert in all areas of call center service delivery/operations

- Manage team of 13 Collection agents within the Signet logo product- Production Ranked 1st and 5th amongst 26 UMS in first 2 full months with Genesis- Share real time coaching and feedback to address technical, quality and compliance issues- Provide technical assistance and call handling assistance- Process statistics, analyze data and provide feedback to agents and Senior Unit Managers regarding opportunities to improve performance- Participate in special projects as assigned- Coordinate, market and follow through with fundraising and community involvement initiatives

Recovery Supervisor- Supervised recovery of approximately $48 million annual Accounts Receivable portfolio- Coached, trained and provided feedback to team of 10-15 agents and one Assistant Supervisor to consistently meet collection goals- Implemented successful skip tracing processes to facilitate successful location of delinquent guests- Developed manual dialing strategies to maximize collection efforts and overcome barriers to slow moving collection efforts- Spearheaded department-wide trial of realigning processes, responsibilities and goals- Participated in multiple committees and special projectsRecovery Assistant Supervisor- Assisted Supervisor in coaching, training and providing feedback to team of 10-15 agents toward collection goals and Quality/Compliance expectationsRecovery Support Services Assistant Supervisor- Supervised team of 5 associates in providing support services to Credit Customer Service, Credit Collections and Credit Authorizations- Worked directly with all levels of staff and management, from Account Representatives to Vice President- Streamlined reporting for internal customers and increased efficiencies within the team- Processed payments to credit reporting vendors and researched incorrectly processed check payments to determine our liability to the customer while limiting financial impact to the company- Worked directly with outside vendors to resolve billing and product issues

- Designed, developed and implemented training programs for call center and Corporate employees; Langevin certified in Instructional Design- Facilitated classroom training within collections authorizations department, both new team member technical training and ongoing skills- Assessed new team members at levels of learning and used results for coaching and/or future revisions to materials- Conducted needs and performance assessments to determine developmental needs, make recommendations and enhance performance- Participated in the Home Office Orientation Training revision and facilitated onboarding sessions for Team Members across all areas of the Corporate office