SUMMARY OF QUALIFICATIONS * Directed all business office functions for over 250 exempt and non-exempt employees for multi-million-dollar collection/sales and software agency overseeing recruitment, hiring, training, compliance, quality assurance, complaint resolution and accounting teams within a PCI compliant environment. * Specialized in secured and un-secured debt collections and sales management with expertise in metrics management, team and campaign development, maintaining quality and day to day operations, prioritizing multiple processes ensuring optimal customer service, customer support and business development within the United States and overseas. * Client liaison providing executive level support and reporting to all vendors * Adept in internal audit processes with strong analytical and problems solving abilities * Proven ability to develop both analytical and operational requirements into sound business strategies and best practice execution to drive business forward * Extensive knowledge of the ARM industry including pre and post charge off receivables for consumer and commercial collections and sales management * Determine strategies need assessments, performance reviews, planning and cost benefit analysis. Identify and evaluate state of the art technologies, user requirements and production, productivity, quality and customer service standards. * Established expectations, monitor performance and provide feedback and coaching to staff members to ensure that customers are handled in an effective, timely and professional manner. * Directly responsible for over 20 million records placed for servicing * Over 1 billion calls made without a compliance violation * Maintained best roll rate performance in each bucket month to month, four years in a row * Sustained best in class QA scores outperforming all other vendors four years running * Superior organizational skills to deliver service objectives, working with others to ensure quality service and constantly improve the quality of service delivered. * Proficient in ACD, dialer, Avaya predictive dialing system, call monitoring, DMM, KPI, EDI, BCMS, FDR, Shaw/Spectrum, Zendesk, Outlook and CRS technologies. * Co-ordinated strict Regulatory Compliance with diverse knowledge of federal, state and local laws governing collections, e-commerce and sales environments. * Creative thinker, dedicated motivator, enthusiastic, determined and performance driven easily adapts to new environment platforms providing daily direction and communication to teams regarding priorities. * Created daily, weekly and monthly performance goals, incentive programs and KPI reports ensuring all employees stay motivated to improve efficiency and service to customers. * Excels in a fast-paced environment capable of effectively directing multiple projects simultaneously and easily adapts to new environment platforms and changing priorities in a multi-tasking environment.

Highlights:

• Audit
• Forecast
• Information Security
• Research
• Security
• Collection
• Credit Card
• Sales
• Compliance
• Financial
• Operations