Providing consulting, advisement, and business development for an offshore BPO contact center in Manila, Philippines. Leveraging innovative and perception challenging concepts to formulate, construct and implement the infrastructure of the Customer Service and Collections departments. Focusing on increasing call center efficiencies, customizing solutions, and enhancing multi-channel communications. Providing scalable solutions utilizing innovative technology such as speech analytics, multilevel IVRs, emails and SMS messaging.Business Development:• Drove a 200% increase in staffing by utilizing a blend of Work from Home (WFH) and Contact Center Site solutions.• Strategic planning expanded business by 50%. Now includes Lead Generation, Data Entry, Telemarketing campaigns. Process Improvements / Results:• Maintained exceptional NPS scoring regardless of client by stressing a robust, empathetic problem- solving model.• Increased collection results by 60 % utilizing innovative collection strategies.• Championed digital transformation of communication strategy for Collections.BPO Contact Center Collection Services Offered:Strong Multi Level Compliance ProgramFirst Part CollectionsThird Party CollectionsEarly Out ProgramsOmni Channel Collection ProgramLetter ProgramsContingency ProgramsFlat Fee ProgramsCollections & Dispute Management ConsultingRoll Rate ProgramsAccounts Receivable Management Solutions Pre Charge Off ProgramsRisk Management SolutionsDebt Consulting Solutions

Consulted and contributed to a variety of projects across a wide spectrum within in the Financial Services IndustryAccomplishments:• Developed Collection Strategy for a Municipality to increase collection rate parking tickets.• Assisted in the development of a Consumer Credit Scorecard for Mexico.• Built out back-end of a Customer Experience Department for a group of car dealerships.• Provided Credit/Collection Knowledge as a SME for AI software development.

Created digital presence and processes. Designed, created, and built infrastructure of the Customer Service, Collections and Recovery Departments. Managed departments utilizing insightful KPI’s and metrics to leverage technology and innovation to produce results. WFM reduced process times 75%. Increased efficiency and productivity 35%. Process Improvements / Results:• Created, developed, implemented, and managed innovative omni channel digital collection strategy. Redesigned the collection contact experience into a customer experience. Reduced delinquency 30% by utilizing emails and SMS messaging.• Modeled, organized, oversaw and managed the account journey communication strategy throughout the customer life cycle.• Developed predictive real-time analytics to translate customer information into knowledge and actions that enabled different strategies to obtain desired results. Increased volume by 25% to company’s online portal.

Founded and grew company to improve debt collections via improved customer experience. Introduced quality work standards, call monitoring and competitive benchmarking to manage costs, increase productivity, and eliminate compliance issues. Implemented new speech analytics and financial planning and analysis a decade in advance of becoming the industry norm. Leveraged technology, automation, and innovative collections strategies to augment the customer experience.Business Development:• Developed Agency standards as key part overall strategy. Increased sales and revenues over 60%. • Developed business relationships stressing trust and mutual respect. Many relationships 15+ years or more. • Consulted with clients to create an insightful, custom-tailored recovery models that provided unique solutions. Process Improvement / Results:• Collaborated with client to redesign billing process through enhanced forecasting of workflows within the customer service, collections and recovery department. Reduced the use of line balancing during peak periods realizing a 35% client cost savings. Developed unique credit/collections scorecards, forecasting and KPI analytics for each client. • Introduced innovative performance measurement reporting process to clients providing greater control of recovery portfolio management process, increasing recoveries by 50%.• Designed and implemented early-out program for client resulting in a 40% reduction of delinquencies.