PROFILE OPERATIONS EXECUTIVE Collections/Loss Mitigation - Process Improvement - Performance Management Operations Executive with 15+ years' of creating and leading winning, culture-driven teams to success in production environments such as collections, loss mitigation and customer service. Expertise in performance management, process improvement, and the implementation of productivity-increasing strategies. Recognized for my professionalism, positive attitude, and commitment to excellence. A proven leader and cross-functional expert with superior communications skills. ACCOMPLISHMENTS Integrated multi-national executive level cross functional management teams during tense and politically-sensitive operations. Coordinated and synchronized the response to crises between division (8000+) and host country leadership. IMPACT: First ever division-level joint operations exceeded mission objectives. Turned around an under-performing department. Implemented changes using KPIs to improve efficiencies and address a 120-day backlog. Enabled department to meet all productivity requirements within two month period. IMPACT: Moved department performance from the worst performing to the premier unit. Identified large expense save using Capacity Plan Data. Used cross functional analysis to eliminate overstaffing in my group and identified an understaffed part of the business that could benefit. IMPACT: Saved $1.4M+ in expenses for department. Also avoided hiring expenses by moving these redundant employees into another understaffed function. Recognized MIS Reporting Shortfall that decreased productivity. Working with IT and Reporting Group to develop streamlined MIS Reports and Dashboard improvements that facilitated better data mining. IMPACT: Achieved zero internal audit findings. Selected by senior management to improve cross-functional collaboration on Change Management and Compliance and Quality Scores. Shared best practices among Collections and Loss Mitigation, Customer Service, Training and Bankruptcy. IMPACT: Improved overall Quality and Compliance by 30%. Received Presidents Club Award (top 1% in performance).

Highlights:

• Compliance
• Management
• • Performance Management
• Capacity Planning
• Planning
• Scheduling
• Call Center Management
• Training
• • Collections and Customer Service
• • Talent Development
• • Cross-functional Collaboration
• • Risk and Compliance Control