• Dedicated relationship manager for three largest debt settlement companies, ensuring vendor/client continuity during >150% growth.• Analyze scrub process (large data sets) for accuracy and improvement opportunities resulting in a break rate at or below 3%.

• Launched and grew a specialty coffee startup, achieving consistent revenue growth of approximately 50% year-over-year.• Established a defined, repeatable process, ensuring consistency.• Optimized supply chain by leveraging local grower relationships, reducing costs by an average of 15%.• Increased sales by 20% through targeted marketing strategies and enhanced client relationships.

• Led a remote team of 25+ in curing distressed auto loans and leases.• Mentored and trained staff, driving compliant performance through KPI education and monitoring.• Implemented policy and procedural changes, improving operational efficiency.• Fostered emotionally intelligent engagement and motivation in a remote work environment leading to less than 5% shrinkage on average.

• Directed staffing, training, vendor relationships, building management, and technology initiatives for a 75-person contact center.• Relationship management for key clients including forecasting, performance reviews, presenting monthly and quarterly business reviews.• Met and exceeded KPI and scorecard objectives through process improvements.

• Mentored collections management team with a concentration on emotional intelligence, improving performance and compliance through engagement, resulting in leader position on highly competitive scorecard segments.• Led 7 collection managers and 40 collectors through on-site to remote transition during the pandemic. Focused on compliance, client standards, and team engagement, resulting in uninterrupted performance.

• Key client relationship and department manager for largest revenue producer, growing from $1MM monthly to over $4MM per month. Responsible for forecasting, reporting, supervision of 2 team leads and 15-20 account representatives.• Developed and managed a department servicing a national department store chain, achieving significant revenue growth of 100% year-over-year from inception due to increased market share resulting from scorecard and compliance performance.• Regularly interface with key clients to deliver periodical business reviews and discuss KPI + SLA adherence.• Achieved offshore BPO growth from five to more than fifty agents, providing processes ranging from point calls to full-service customer experience.• Monitored time and attendance, campaign planning, and quality control.

• Led teams of up to 40 collectors consistently surpassing liquidation and operational performance benchmarks.• Developed advanced training programs, optimized operational processes, and implemented targeted strategies that improved results.• Successfully launched and grew new divisions, ensuring adherence to client and compliance standards.