Operations Leader for a Goverment Contracts company.

Managing the Attorney and Legal relationship between Conn's and the 3rd party Attorneys.

Managing as the the client, the BPO companies that we hire to collect on eBay debt.

Branch Finance Manager Duties:Responsible for driving the overall production of the dealership through effective communication with the General Manager, setting daily, weekly and monthly objectives and executing on our objectives to improve the profit goals. This was accomplished with direction for the sales team, collections team and office staff. Completing a weekly audit through redundancy improved our deal jacket audits and compliance efforts. Continuous process improvement is vital in my success and achieved though developed channels of feedback in all areas of the dealership operations.

Manage a team of Associates to execute on the Bankruptcy release of Wells Fargo Home Mortgage accounts. These accounts were audited for compliance and released according to all legal requirements. I distributed daily work to ensure there was no delay in the steps for validation. Monthly I worked on delivering feedback and ensured that my employees understood their development plan and areas needed for improvement. In 2015, the department was moved to a new location and we had a successful transfer of all responsibilities to the new business owners of my role.

Manage the day to day operations for a Team of Associates up to 30 FTE. During my day to day responsibilities I had weekly coaching’s that helped my associate improve on their interactions with our ecommerce customers. These interactions improved due to listening sessions, best practices and setting goals to achieve our customer satisfaction ratings. Consistent communication with my associates and my leaders allowed us to be successful with our sales production and many promotions within the organization. My proven Leadership by exhibiting influence and expertise gave me the opportunity to work on many projects such as a new ecommerce launch with Oracle, Team member for improving Communicating and Process improvement for Escalations.

Coached and Development the sales performance of up to 6 Team Manager level staff and 120 FTE sales employees. Manage two exempt level 3rd party staff for Project results (Offshore-Mumbai and Manila) for the purpose of driving project results including launch dates and product awareness. As part of my role as the product specialist, conducting quality reviews for listening sessions for Executive leadership. Created and implemented performance improvement strategies with emphasis on revenue generation. This required Strong organization and follow up skills with proven ability to multi-task in order to effectively handle frequent demands caused by deadlines and multiple projects. Strategize ongoing changes and initiatives developed by Marketing and the Enhanced Services Team related to products.

Manage daily operations of up to 20 FTE and act as the closing manager for evening performance of up to 40 FTE. My daily duties included experience with handling highly escalated customer issues, coaching collectors on techniques of collecting and The Customer Experience and teaching non-exempt staff on how to manage 30 day delinquencies through Pre-Charge off, High risk accounts. I have a proven ability to collaborate effectively with peers and other leaders on complex issues to improve workflow processes and efficiencies. I also have knowledge of all FDCPA laws.