Responsible for the coaching and development of 15 front line sales and retention agents. Completed all coaching and trainings for each team to ensure industry leading customer experience and overall performance in key balance metrics.

Responsible for the supervision and development of associates in the areas of customer service, product knowledge, sales, retention and procedural expertise by organizing and facilitating group coaching.Plan and execute daily coaching plans to ensure the development of new and long-term associates, while providing constructive feedback, conducting call monitoring sessions and one-on-one coaching, and maintain accurate records of call scoring, feedback provided, and individual and group… Show more Responsible for the supervision and development of associates in the areas of customer service, product knowledge, sales, retention and procedural expertise by organizing and facilitating group coaching.Plan and execute daily coaching plans to ensure the development of new and long-term associates, while providing constructive feedback, conducting call monitoring sessions and one-on-one coaching, and maintain accurate records of call scoring, feedback provided, and individual and group progression.Develop a team-based approach to issue resolution and individual associate development by working closely with the learning and development team to ensure a closed feedback loop, while motivating staff to consistently strive for exceptional customer satisfaction, and ensure that the business achieves its sales, service and customer excellence goals. Show less

Responsible for the operation of the collection floor, managing, coaching, monitoring, training and reviewing of supervisory staff, maintained and monitored performance, production, attendance and punctuality records, reviews and appraisals, handling of special projects, and coordinated effective plans of corrective action on competitive client problems.Ensured compliance with the Fair Debt Collection Practices Act, state and city laws, and provisions, as outlined in the FDCPA and State… Show more Responsible for the operation of the collection floor, managing, coaching, monitoring, training and reviewing of supervisory staff, maintained and monitored performance, production, attendance and punctuality records, reviews and appraisals, handling of special projects, and coordinated effective plans of corrective action on competitive client problems.Ensured compliance with the Fair Debt Collection Practices Act, state and city laws, and provisions, as outlined in the FDCPA and State Collection Laws Statement, while continuously evaluating work flow and identified opportunities for improvement, tracking and measuring individual and team productivity and quality results, and implemented new processes, procedures and technologies as needed.Executed inbound and outbound campaigns to ensure service levels and financial objectives are met, developed and produced reports from existing systems, analyzed them and made informed recommendations, and ensured a positive and productive work environment by leading, building and motivating management staff and teams to meet customer service performance goals set by a variety of clients, and ensured adherence to all company policies. Show less