Site operations and POC for client relationsProgram head for almost 800 Full Time EmployeesResource ManagementTalent DevelopmentEnsure revenue targets are metEnsure CSAT or CEI targets are improved onWork with other departments to meet KPIsInterfaced with client to craft out of the box solutions and target projectionInterface with other resource groups to support program thrust and directionDevelop policy and procedures to improve site performanceWorked with Quality and Training to develop and upskill employees

Client Interface, Operational Management, Talent Development

Operations Management, Talent DevelopmentSupervised daily collections operations; managed resources and monitored recruitment and hiring processEnsured past due stage does not exceed 90 days through proper escalation proceduresTight management of credits through regular audits. Operated with best in class standardsWorked with Quality to ensure good CSAT to the brand without sacrificing collectiblesEnsured regular updating of client database, worked with clients to calibrate processes and objectives; managed client services and maintained or enhanced quality standardsManaged clients and suppliers for the site

Directed daily operations and made sure attainment of collection targets across 21 DivisionsEnsured up to date client database, on time cash payment application and accurate matching of clients’ accounts payables and receivablesManaged new accounts and client services implementation; prepared client billings and statements.Managed performance to meet client standards for qualityFacilitated preparation of policies in accordance with Operations, HR and RecruitmentCoordinated with Operations, QA, Training and IT to assure smooth and streamlined operationsEnsured on time turn around on drafting and estimationsAudited creditbacks and order changes to minimize negative cash flowsHandled 5 client support levels (account creation, conceptualization and drafting, order tracking and accounting of payables and receivables and collections) over 2 world zones (North America and Europe)

Reported day to day activities to Collections ManagerMonitored shift’s daily operations in the absence of Collection ManagerSupervised dialer planning to ensure adherence to strategies. Provided support in developing collection strategies for late stage collections including continued performance assessmentHandled escalated and legal calls from State Attorney General and Law Enforcement OfficesPrepared and sent business day reports to the clients. Dealt with clients and acted as point of contact of clients on any related mattersCoordinated with various departments for production or IT associated concerns