Developing Customer Satisfaction program for call center.

March 2006 to Present Education Finance PartnersIndustry: Student LoansDirector Vendor RelationsManage oversight of vendors partnered to perform outsourced services including loan origination, funds disbursement, application and correspondence fulfillment, and loan servicing. Responsible of routine reviews of production, adherence to policy and procedure, creation and maintenance of service levels and contractual obligations. Vendors include ACS, V-tek, On-Fulfillment and Avantgard Payment Services Key Accomplishments:• Established monthly oversight routine to monitor and report vendor performance for $billion portfolio• Coordinated on site assistance to Deloitte Touche annual loan servicing audit with emphasis on investor contractual and indenture agreements• Team member responsible for launching loan consolidation product• Created Due Diligence guide and report for vendor selection and renewal• Review and approve vendor invoices and realized savings of $75K

Responsible for multiple operations including Accounting, Loan Origination back end processing, Vendor Management, and System support. Short and long term strategist for plans within the areas of responsibility. Manager of the day to day accounting/General Ledger operations and responsible for application maintenance, development, testing and rollout. Administer performance coaching, rating and compensation.Key Accomplishments:• Successfully merged legacy Nations Bank, Barnett Bank, Seafirst Bank, and Fleet Bank portfolios resulting in management of $4 billion dollars in outstanding assets.• Implemented delivery methods in 2005 to increase internal loan originations by 12% over the prior year.• Converted Bank of America FFELP loan origination system to a state-of-the-art platform (AppWorks).• Introduced multi tiered loan origination platform for alternative/private loan processing increasing loan origination and production from $10 million to $299 million annually.

Managed loan servicing group responsible for customer service to small business customer with individual loans and lines of credit up to $1 million. Call center performed routine service calls and processed all loan and line advances. Research department handled written and processing order research for the call center service staff and credit officers.Accomplishments:• Maintained service levels of 3% Call Abandonment and 15 Second Average Speed of Answer. Research service levels remained within the 24 hour service standards.

Bank of America, Pasadena CAIndustry: Credit Card Customer ServiceOperations Manager – Assistant Vice PresidentManaged Customer Service Research and Customer Service Support group for the nation’s second largest credit card issuing company. Primary functions included Visa and MasterCard chargeback, operational loss management, routine research and processing monetary and non-monetary orders from call centers and customer correspondence. Responsible for day to day operations including staffing, salary administration and production and quality standards.

Bank of America, Pasadena CAIndustry: Credit Card AuthorizationOperations Manager – Assistant Vice PresidentManaged 24 hour call center for credit card authorizations, fraud detection, customer service and after hours retail branch support. Responsible for 5 unit managers and a staff of 25-35 variable staff.