Monitors and enforces company policy as mandatedUtilizes interpersonal skills to build and maintain customer accountsResponds to user inquiries with tact, urgency, and accuracyAnalyzes data to develop strategies that improve processesRecognizes trends and patterns, and escalate to appropriate administrators

I am a Real Time Analyst we support three different sites within our organization. I manage sixteen managers with teams they manage. I provide feedback on their agents so that can meet all compliance requirements. I also provide assistance with other sites with agents returning from LOA and termination of company access. Workforce Managers provide the data, the analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the associates and the business. Employers use workforce management to perform, among other things, many of the following tasks: Forecasting labor needs. Scheduling employees. Tracking time and attendance. Managing absences.

Lead and motivated a team of 15 to 24 employees to ensure the best customer services possibleCompleted monthly travel responsibilities and requirements for related third party auditsManaged on-boarding and off-boarding of suppliersFacilitated & executed in-house & third party annual auditsIdentified, monitored, managed and mitigated supplier risk possibilitiesPartnered with internal risk groups to ensure supplier relationships were compliant with all business requirementsMonitored third party controls- license, insurance, training, complaint trackingConducted annual audits at varies corporate and supplier sitesConducted remediation of supplier's compliance violationsUnderstood, evaluated and determined the adequacy of: Risk assessment, supplier risk tier-ring, supplier controls, governance of business reviews for third party and affiliate suppliersHandled customer and vendor complaints and queries as they escalatedHandled financial statements from vendor auditsConfirm accuracy and adequacy of supplier's business resumption/continuity disaster recovery plansManaged the relationship of suppliers, reporting on performance of each supplier and their employees

Coordinated administrative support with both collection agencies and attorney managementPerformed data entry, system coding, and reconciliationsActed as the liaison between operations and vendor relations to maximize dollars recovered from external collection agencies, and attorney managed accountsCreated and executed compliance tests that comply with company, state, and federal regulationsDocumented all pertinent information to ensure accuracy and deliver resultsBuilt solid peer to peer relationships in a team environment to meet operational needsLoad-level assistance on the Work TeamManually assigning accounts to third party vendors, along with monitoring when they arrive. To make sure they have the correct balance and no payments have posted from the time of transfer.Manually monitored direct payments (that was sent to Ally vs the Vendor)

Collected on the assigned portfolio or group of accounts exceeding performance standardsDemonstrated ability to exercise independent judgment in obtaining paymentsIdentified, initiated, and facilitated resolution of customer issuesNegotiated payment arrangementsTracked data for reporting and accuracy

Performed debt collections in compliance with federal and state regulationsMaintained updated data for customersCreated correspondence letters to send to customersMaintained customer relationships by reconciling discrepancies with clientsPrepared necessary documents in order to initiate repossession proceedingsCompiled all activity in access database for tracking and reportingUtilized appropriate monitoring system for billing, past due payments, late fees, repossession, and storage feesDelivered extensive ongoing communication, coordination, and problem solving with inside collection staff and management