QUALIFICATION SUMMARY Performance driven with an ability to achieve success and exceed in high-pressured environments. * Proven leadership and team-building skills, coupled with the ability to manage teams in customer service relationships * Implement process developments by eliminating non-value added steps to improve SLAs * Enhance efficiencies for back-office processes, as a result reduced SLA from 187 days to same day processing ensuring legal compliance * Manage day-to-day operations with 300 employees, including professional advancement, forecasting, and budgeting * Create and execute operational procedures and audits to safeguard compliance with company regulations * Reduced AHT by 80%, SLA's by 40% and reduced abandon rates to 30% * Automate manual process resulting in a cost savings of 124k annually * In a non-revenue department created an "Avoidable Loss" report/process that generates 200k in financial restitution to the company annually

Highlights:

• Quality Assurance
• Support
• Audit
• Back Office
• Bankruptcy
• Billing
• Budgeting
• Operations
• Problem Solving
• Process Improvement
• Call Center
• Disputes
• management
• Leadership
• Regulatory Compliance
• Employee Development