• Was responsible for overall customer experience operations for privately owned DIY home security company including level 1 care call center, advanced technical troubleshooting team, & live mobile/web chat support • Improved Better Business Bureau rating from D to A during initial year and earned the first accreditation in the company’s history• Named Best Customer Service for 2019 by Newsweek for home security providers• Drove progressively improved customer satisfaction (+5.6%), first call resolution (+5.0%), & net promoter score (+11.8%) during first 12 months• Concurrent to improved customer experience metrics, achieved a reduced average call talk time (-1.5m) that hit historic lows & contributed to a year over year decrease in cost per case• Developed structured guidebook for leadership staff to improve staff coaching & development execution, employee attrition, & service level achievement consistency• Led project from vendor selection process through implementation for new live chat software platform that cut budget by $50k in year one

• Primary responsibility was the engineering and oversight of strategic initiatives for the Collections call center operation & governance of processes within the existing infrastructure• Developed actionable concepts that increased staff dial productivity while also generating 30% more inbound call traffic• Was intimately involved in overhauling legacy internal procedure for account legal treatment including the pre-selection strategy, placement with agency, & mechanics of bankruptcy handling by new 3rd party vendor(s)• Helped create a quality assurance process from scratch through management of offshore monitoring vendor that increased internal quality scores by 20%+• Performed both routinely scheduled operational analyses & ad hoc deep dive analyses as part of organizational governance and/or root cause investigation using collections software platform with Excel modeling

• Site leader for 150+ seat inbound/outbound Collections operation• Reported into the Vice President & COO, directly managing team of Sr. Credit Managers• Was responsible for management of all staffing operations including hiring, recruiting, training, & retention• Made organizational changes & implemented accountability measures that immediately elevated site performance to superior level in shared delinquency buckets with internal/agency vendor competitors • Improved annualized attrition rate by 3.5% within four months• Designed new collector incentive model that increased average cash to payment rate versus prior year while reducing costs by 25%+

• Managed a team of Production Managers with total call center oversight of 70+ agents• Was responsible for mitigating 30 day plus delinquency risk, specifically in late stage collections including 120 day delinquency & beyond• Constructed the internal post-charge off Recovery department from the ground up in December 2014 & consistently outperformed agency vendors in liquidation rate• Designed & managed the Customer Solutions department, a hybrid blend of administrative collections & customer service• Maintained one of the lowest attrition rates amongst eight peers in two different sites/markets

• Managed a collections team of agents to resolve delinquent Conn’s consumer credit installment loans• Responsible for maintaining and shrinking a first payment default portfolio in excess of $30 million• Developed and executed strategies for both the automatic dialer system and offline manual dialing to maximize contact rates

• Managed a collections team of agents as the sole provider to Dell Financial Services' small and medium business delinquency portfolio• Reported performance results directly to Dell Financial Services Risk Operations executives• Gained experience in collecting on and analyzing business lease loans• Performance during 9-month tenure exceeded Dell Financial Services’ targets, resulting in awarding of the exclusive servicing agreement

• Managed a collections team of agents in mitigating delinquency risk to Dell Financial Services' consumer portfolio• Developed lower performing teams to the point where they were leading the site in overall KPIs• Provided side-by-side coaching to agents with daily feedback and follow up• Monitored agents remotely to ensure that the highest quality standards were upheld• Worked with senior management to develop strategies and calibrate for consistent delivery• Assisted with the new hire process and creation of training materials in order to grow the business with the most dynamic talent

- Coached and mentored fellow collections agents while maintaining status as an elite performer and top incentive earner within the team. - Consistently led the way in standard KPIs for Dell Financial Services' mid-stage consumer collections. - Directly contributed to the development and success of peers as their team leader. - Assisted in various projects and administrative duties throughout the building process of the call center. - Helped create training materials for future agents by sharing ideas and personal practices.

- Grew into one of the top revenue producers for Dell Inc. internally as an accounts receivable representative. - Consistently moved between $4 - $5 million dollars in delinquent balances monthly on the early stage consumer revolving portfolio.