I ensure timely and predictable client communications. I am a skilled problem solver using my resourcefulness and independence to manage client relationships.

Responsible for performance management of the X to 119 days delinquent, Retail, Consumer Lending and Secured portfolio while promoting customer service of the brand. Decrease delinquent inventory through dialer campaign management, processes and coaching for a staff of 20.- On a monthly basis, provide performance management feedback to members of my unit. Discuss strengths and opportunities in order to provide goal productivity increase and skill focus accuracy for the following… Show more Responsible for performance management of the X to 119 days delinquent, Retail, Consumer Lending and Secured portfolio while promoting customer service of the brand. Decrease delinquent inventory through dialer campaign management, processes and coaching for a staff of 20.- On a monthly basis, provide performance management feedback to members of my unit. Discuss strengths and opportunities in order to provide goal productivity increase and skill focus accuracy for the following month.- Provide detailed coaching feedback, call quality evaluation and skill set certification.- Weekly Call Calibration sessions in order to promote best practices and keep unit clustered within all skill sets and quality expectations.- Created monthly contests to keep unit encouraged and motivated in order to succeed towards monthly collection objectives and initiatives.- Completed management training courses on Coaching to Improve Performance, Behavioral Interviewing and Carrot a Day Employee Recognition.- Dialer reporting, campaign strategies analysis and weekly agent allocation adherence.- Maintained attrition below 10%, well below department standards. Show less

Responsible for addressing customer hardship and trouble debt restructuring requests while controlling risk and exposure to the Finance portfolio. Develop the best possible collection and workout strategies for both consumer lending & retail private label portfolio.

Responsible for the timely resolution of outstanding receivables for the region(s): including setting-up and maintaining workflows for collections notes, escalations and follow up, as well as appropriate communication techniques to internal and external customers. Responsible for monitoring and driving the collection floor, as well as handling collection floor problems, reviews, collector training, interviewing, hiring, staffing, monitoring of supervisors and implementing company policies and… Show more Responsible for the timely resolution of outstanding receivables for the region(s): including setting-up and maintaining workflows for collections notes, escalations and follow up, as well as appropriate communication techniques to internal and external customers. Responsible for monitoring and driving the collection floor, as well as handling collection floor problems, reviews, collector training, interviewing, hiring, staffing, monitoring of supervisors and implementing company policies and procedures. Resolves problems and makes recommendations for improving account handling process. Show less

Assisted the Unit Manager with goal setting on inventory to collector queues while supporting a staff of 20 for call evaluations and coaching.Setup a blended environment of manual and dialer collections in order to increase contact penetrationProvided daily coaching and feedback sessions through live monitoring and call quality evaluationsReviewed settlements, legal accounts and customer disputes.Created reports for inventory, payment tracking, complaints and… Show more Assisted the Unit Manager with goal setting on inventory to collector queues while supporting a staff of 20 for call evaluations and coaching.Setup a blended environment of manual and dialer collections in order to increase contact penetrationProvided daily coaching and feedback sessions through live monitoring and call quality evaluationsReviewed settlements, legal accounts and customer disputes.Created reports for inventory, payment tracking, complaints and performance management. Show less

Make sure to attain collection objectives month over month by following policies and procedures.- Queue ownership and management with follow up collection calls. - Strong negotiation skills for settlements, restructures, forbearances and legal accounts- Team leader in training and best-practices

With offices in Toronto and Montreal, IQor is one of the world's largest business process outsourcing and a top collection agency that provides third-party collections, accounts receivable management, and customer service.- Entry level collections and customer service- Promoted to Team Leader responsible for attendance, administration and collection forecasts.- Responsible for call management of inbound and outbound calls.- Report creation and analysis of team… Show more With offices in Toronto and Montreal, IQor is one of the world's largest business process outsourcing and a top collection agency that provides third-party collections, accounts receivable management, and customer service.- Entry level collections and customer service- Promoted to Team Leader responsible for attendance, administration and collection forecasts.- Responsible for call management of inbound and outbound calls.- Report creation and analysis of team performance and quality. Show less