Sylvia Foster Email & Phone Number

Fort Worth, Texas, United States

-Supervising day to day leadership, coaching and development of 20 to 25 associates in eCommerce business environment-Improves Productivity Metrics by 10% month over month -Partner to resolve escalated internal/external customer related concerns-Mentor peer group in Crucial and Critical Discussions-Complete daily, weekly, and monthly audits of associate performance and business performance-Lead Business Initiative in creating Call Calibrations for department -Create and Deliver Monthly/Quarterly Business Review of Team Performance-Model and maintain company policies and Standards of Ethics-Build and Maintain collaborative relationships with all levels of Leadership

Dallas, Texas, United States

-Supervising day to day direct leadership and development of 10 to 17 associates and team leads for all LOB (i.e. customer service, collections and eCommerce)-Mentor development of department Team Leads in Training. -Identify Performance Strengths and Gaps for Individual and Team Performance. Strong focus of Associate Engagement through Business -Recognition and Site Engagement Activities -Increased and Maintained 98% of Scorecard Performance Growth within 14 months-Lead Initiative for improved departmental Call Quality. Created Call Calibrations for Customer Service department leaders -Maintain thorough knowledge of Credit and Fair Lending Practices- Manage identifying theft, Fraud and Potential Resellers to minimize business risk- Monitor Internal/External Customer Engagement through Interaction Client, Interaction Business * Monitoring System and Monthly Call Quality. Provide De-Escalated Skills/Tools for staff through timely feedback and coaching - Manage Team/Individual Schedule Reporting for Time Card Accuracy. Track Day to Day Associate Benefits (FMLA, Medical Leave and PTO/VTO) - Partner with Workforce Management as Weekly Point of Contact for Customer Service Department

Irving, Texas

- Direct leadership of day to day development of 15 to 30 associates and team leads - Assist Advocates and Consumer with Program Review and Decisions. Maintain thorough knowledge of - Consumer Regulations and Compliance for Mortgage Lending - Assist with Departmental Transition of Credit Division to Mortgage - Delivery of change training for Mortgage Policy and Procedures - Act as the information source by providing guidance and coaching as needed

Irving, Texas

- Supervising day to day direct leadership and development of 15 to 30 associates and team leads -- - Identify Team and Individual Performance Strengths and Gaps- Develop and Lead Performance Mentoring Program and Call Calibrations for Collections Department- Maintain thorough knowledge of Credit and Fair Lending Practices. Provided direct Coaching and Guidance to staff and leadership- Manage And Monitor daily Team Reporting of business performance through NICE and Avaya Business Monitoring Systems - Workforce Management (Aspect/WFM) NICE Monitoring and Avaya Business Systems. Analyze Department Call Volumes trends for improved productivity - Developed/Implemented Coaching Assistants/Mentors - Assisted with the preparation of Internal Audit Risk and Review (ARR) and Office of the Comptroller of the Currency (OCC)- Analyze Department Call Volumes trends for improved productivity - Assist in development of Call Calibration Sessions and Writing of Call Quality Model for department

Irving, Texas

* Support and Facilitate IBS Conversion Training courses for department.* Assist in creating and implementing training manual for Portfolio Management Utility* Daily delivery of conversion refresher training and Departmental change and updates training* Classroom Development Training for Collections business

Certification

Business and People Leadership Certification

Business Administration And Management, General