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.

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.

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.