Theresa Jaworski Email and Phone Number

Strategic vendor management, contract management, vendor evaluation, overall vendor portfolio planning, relationship management processes, compliance standards, performance tracking and industry expertise in order to achieve the business objectives.

• Manage, lead, and training a team of individuals to drive cash collection recovery objectives, includes development, growth, involvement and recognition of temporary and permanent employees.• Generate daily/weekly/monthly reporting mechanisms to ensure smooth operation goal attainment of the collections processes to appropriate functional areas, management, and other departments as needed.• Create and enforce systems, policy, procedures, and processes to ensure efficient collections process. Includes system integration with vendors and updates to company and department policy and procedure.• Contract and Service Level Agreement negotiation, renegotiation, or cancellation with collection vendors with no interruption to student account collection processes and impact to student customer experience.• Initiated and implemented centralized collection process for four school brands. Training provided to campus and department staff upon implementation of centralized collection process.

• Train and assist CARS schools with collection due diligence of inactive student account balances utilizing CARS process, Subs Balance Transfer, assuring compliance to education system SOX policy.• Centralized collection due diligence of CampusVue schools inactive account balances. • Collaborated with third party vendor to ensure new procedures meet current policy while working to enhance and streamline.• Collect and prepare monthly and quarterly reporting of collection agency recovery results. Work with agencies to ensure compliance to procedure and reporting requirements.• Collaborate with IT to enhance current processes, automate, and centralize collection process.

Analyze new accounts for credit worthiness. • Achieve Average Days Paid goal by maintaining account delinquency within assigned divisions. • Special project, analysis, and ad hoc reporting as required or assigned. • Maintain productive relationships with all internal and external customers.

Ensure monthly Service Level Goal is exceeded by monitoring current call volumes, staffing levels, and critical functions. • Ensure performance improvement coaching is conducted identifying areas of opportunity with appropriate actions plans. Monitor success of action plans to contribute to success of team. • Ensure proper training of new associates. Identify appropriate individual as trainer. Monitor the progress of each class to ensure the success of each new associate. • Evaluate individual performance per corporate policy developing individuals.

• Develops staff by cultivating a learning environment. Established teams of agents who master, or wish to acquire, specific skills to identify barriers and recommend solutions. Teams are empowered to resolve issues related to daily functions. Often utilize a staff member's expertise to strengthen peer's abilities. • Motivated team of 20 - 40 by expressing daily praise and gratitude for a job well done. Develop and implement contests and team building activities; including a Customer Focus Contest, Star of the Month, etc.• Develop procedures and training guidelines and conduct group training presentations for multiple new functions assigned to the department. • Conduct periodic department information meeting to communicate corporate and department goals and accomplishments. • Ensures Service Level Goals are exceeded. Analyze historical and monitor current call volumes via Avaya CentrVu Supervisor software and reporting programs. Develop scheduling for daily department function coverage and vacation requests. • Analyze and evaluate the effectiveness of the collection policies and procedures and make recommendations for enhancements. Recommendations included: Developing and implementing Centralized Collection procedures of entire customer base, Change to guidelines of returned check procedure to speed collection of high dollar transactions, Centralized Credit Evaluation procedures to one agent to improve consistency and productivity and reduce cost by eliminating duplication of efforts. • Monitor, evaluate, and improve performance of agents ensuring compliance to policies and procedures, supplying recurrent training as necessary by conducting one on one sessions with manager or successful veteran agent.