• Hired, developed, and supervised a team of 10 agents to be top performers adapt in hitting KPIs while ensuring a culture of consistent personal and interpersonal development• Published team schedules to ensure PTO and business needs are met. Reviewed time sheets weekly to monitor excessive overtime• Achieved 40% increase in reinstatements and 63% increase in vehicles returned• Managed a monthly revolving portfolio of at least 7000 accounts and $14mm• Set policy and metrics for call quality assurance and graded agent calls on a monthly basis • Project lead for Salesforce implementation and integration with inContact dialer system.• Forecast call volume based on historical and projected trends to ensure floor coverage• Liaison between customers, departments, and external companies to arrive at best solutions on an individual account basis• Utilized Microsoft Excel to categorize raw reinstatement data into detailed charts, pivot tables, and executive level reports• Integrated InContact dialer system and created dialer strategies with multiple dialer paths and campaigns

• Supervised a Collections team in a call center environment• Created a Mentee Development Path to construct a clear and efficient road map for promotion leading to 80% department internal promotion rate• Designed and implemented new processes and procedures to maximize accuracy and efficiency• Monitor agent phone calls and notations for quality and compliance to ensure TMX, State, and Federal standards are met• Handle and resolve escalations through effective communication and calming negotiation techniques

• Efficiently negotiate Settlements and payments arrangements on charge off accounts• Display a courteous and professional manner while receiving and accurately document customer issues that may arise• Support daily operations through processing documents, recording information, and importing/entering data• Provide excellent customer service at all points of customer contact internally and externally• Multiple time Employee of the Month honoree and top overall collector for 2018

• Managed a team of 15 people by analyzing and disseminating the most relevant new regulatory guidelines • Supervised and trained agents in a highly regulated work environment • Mentored agents in probationary status • Fostered team culture to align with corporate metrics, increase team performance, and reduce turnover • Beta test new software and help identify improvements by locating errors and running diagnostic reports while devising troubleshooting solutions

Acquired and maintained knowledge of all baby products.Develop training material and teach ‘Best Selling Techniques’ to sales associates. Plan baby department layout to optimize product placement based on size and sales projections. Conduct inventory audits. Organized payment plans and facilitated credit card sales as needed.

Engineered landscaping schedules that allow for 35 yards to be mowed daily.Perform maintenance on equipment and ensure operational efficiency.Improve, design, and implement landscaping and architectural developments and submitting blueprints for approval based on specific HOA and community guidelines.Customize professional quotes, facilitate questions, and direct communications. Guided landscaping staff on best practices to ensure quality while enhancing speed.