Accomplishments * Accountable for a $1.3B in personal loans, private label, and credit card portfolios in a collections call center. * 3-time President Association Award earner for reducing delinquency levels, charge off goals and outstanding performance. * Built a formal complaint resolution department from the ground up. * Hand selected for a pilot group of "up and coming senior leaders" yearlong training program which resulted in successful implementation across the company. Areas of Expertise * Call Center Operations * Conflict Management * Account Resolution * Loss & Risk Mitigation * Quality-Audit Readiness * Employee Engagement * Third Party Oversight * Performance Management * Finance & Banking * Consumer Lending * Predictive Dialers & CRM * Workforce Management

Highlights:

• Equity
• Process Improvement
• Quality Assurance
• Test
• Complaints
• Management
• P&L
• Root Cause Analysis
• Workforce Management
• Banking Industry