Accomplished Contact Center Leader with 18 years experience. Managed in both large public organizations and entrepreneurial environments, with increasing profit and loss responsibility for major domestic and international call center contact management operations. Experience in the entire customer lifecycle all the way from onboarding through debt sale.Skilled Call Center Performance Manager of up to 150 staff members.Collections, Account Recovery, Customer Service, Customer Assistance including Extensions and Deferrals, Temporary Payment Reduction Plans, Re-modifications, Reinstatement, Quality Control, Quality Assurance, Data Analytics, Training, Customer Support, Offshore Vendor Oversight, Vendor Management, New Customer Onboarding, and Welcome Team. Consulting Services and Process Improvement / Process Management.Experience driving Consumer behavior for Consumer Loans (personal loans) and Consumer Lending (auto finance).Proven success driving strategy, people, and processes to achieve business objectives in rapid growth environments. Built new Customer Assistance Team from scratch across three locations. Call Quality Monitoring Expert - Work closely with Quality and Risk departmentsto implement and continually refine, update quality grading requirements to increase customer service levels, reduce disputes/complaints/escalation calls, and drive consistency of message.Experience building strategies including dialer playbook, SMS/E-Mail, Online Chat, and complete Omni Channel communications.