Rey Suson Email & Phone Number

• Developed and launched a customized nesting (onboarding) program for new hires in multiple departments including Early-Stage Collections, Senior Alternative Solutions, Lease, and Customer Service. • Managed the nesting environment while overseeing the success of the new hire trainee experience.• Coached and developed new hire specialists through feedback and observation, building their skills in collections, customer experience, handle time and quality.• Coached on metrics, accountability, accounts worked per hour, handle time, taking live calls• Thought leader in the areas of virtual and on-site learning best practices and employee engagement.• Facilitated and managed new hire nesting training across multiple locations/time zones.• Established relationships with cross functional partners across the business to ensure I remained a SME in nesting.• Maintained quality by conducting call calibrations, silent monitoring and providing live call feedback.

Dallas-Fort Worth Metroplex

• Built effective relationships with business leaders, maintaining ongoing communication and training regarding quality programs and processes.• Responsible for identifying and analyzing trends.• Facilitate calibration meetings with the business to ensure established policies & procedures are followed.• Partnered with the business to identify process improvement opportunities to enhance overall customer experience. • Designed and implement customer service experience strategies

Dallas-Fort Worth Metroplex

• Directly supervises and develops staff in customer service and collection skills and competencies to maximize productivity, the potential of collecting delinquent accounts, and providing one call resolution.• Discusses and reviews call/account and/or collection activity regularly with staff to ensure consistent practices in accordance with all state and federal laws.• Maintains customer satisfaction, delinquency, and charge-off levels.• Identifies process improvements and procedural challenges, recommending appropriate solutions.• Completes monthly and interim performance reviews. • Continually evaluates and enhances workflow to implement best practices.• Implements new approaches and concepts to ensure objectives are obtained.• Maintains a comprehensive working knowledge of all systems, policies and procedures. • Documents employee activity including attendance, training, and other employee-related issues.• Monitors associates’ calling queues and volume to ensure accounts are worked according to business strategy and within Quality Assurance guidelines.• Plans and organizes production/collection activities based on business strategy. • Coordinates company objectives with Skip and Reinstatement Managers.• Monitors and resolves high-risk accounts.• Compiles and analyzes statistical data relative to productivity.• Monitors electronic time keeping system for all direct reports to ensure integrity as well as resolves issues such as missed punches, overtime, and PTO prior to the end of each payroll cycle.• Continuously protects the Santander brand from negative exposure.• Administers associate-related disciplinary actions.• Assist in training and hiring for staff.

Dallas-Fort Worth Metroplex

• Problem solver by recognizing opportunities, taking ownership, and acting quickly to overcome barriers and reach a solution.• Efficient in organizing and recognizing workload priorities.• Collaborates with the team to establish and meet goals.• Ability to communicate and interact effectively with all levels of associates and management• Customer service oriented and focused on everyone’s needs.