Responsible for multi-client servicing call/contact center operations.

Develop and manage the customer experience for a leading semi-truck leasing organization. Create a positive customer ecosystem that provides a partnership at all stages of the relationship to identify potential issues and create solutions.

Led multiple brands/business units in commercial and consumer financial sectors.

As Director of Collections and Recovery I was responsible for all collection related activity and thrid party relationships engaged in servicing multiple portfolios for various enterprise investors. Responsible for the staffing, activity and P&L of multiple locations to ensure proper service levels and quality metrics were met and maintained.

Served as Director of Training and Development for the Transamerica Accounts Receivable Services unit. Responsible for managing all aspects of development and training operations. Accountabilities were start-up development and delivery of training plans for multiple functions across business unit including; Collections and Recovery operations, Customer Service/Call Center and Lending Operations.

Served as Customer Service ManagerIn the role of Customer Service Manger I worked to create a culture of quality service and ownership. I worked to create new views of existing data that was easily viewed and easy to use and turn into action for the customer facing representatives.As the Training Supervisor I created and delivered multiple modules around the call center activities that resulted in increased service levels as well as increases in productivity. The quality of the… Show more Served as Customer Service ManagerIn the role of Customer Service Manger I worked to create a culture of quality service and ownership. I worked to create new views of existing data that was easily viewed and easy to use and turn into action for the customer facing representatives.As the Training Supervisor I created and delivered multiple modules around the call center activities that resulted in increased service levels as well as increases in productivity. The quality of the materials that were developed garnered recognition from other business units leading to further opportunities. Show less