With over 20 years of demonstrated leadership ability, I have shown vast knowledge in various aspects of call center implementation, debt recovery and management at middle and senior levels. I have extensive skills in effectively building organizational harmony that produces results. * My management style is to define, measure and increase efficiency in performance. This has allowed me the opportunity to travel abroad to New Delhi, India to train and develop management and collection staff at NIIT Smart, an offshore collection site for Risk Management Alternative. * I have strong abilities in implementing strategies to exceed projections, provide subordinates with resources needed to attain results and demonstrate the confidence needed to face leadership challenges. I continuously contribute necessary support to exceed P & L expectations, as well as increase revenue and competitive rankings. * My family and I are currently in the process of relocating to the Nashville area. I look forward to utilizing my extensive portfolio within an organization that will allow me to be a part of the growth and success. Maintains assertiveness and empathy in balance when negotiating * Performance coaching to develop high performance teams * Strategize effective predictive dialer campaigns * Confident in handling awkward and stressful situations * Excellent in implementing change without causing resentment * Provide enough attention to accounts based on size and need * Demonstrates strong ability to prevent customers from switching to competitors * Reinforce ideas and proposals with supportive reasoning and documentationProfessional Experience NCC Business Services Operations Manager, Jacksonville, FL 08/2018 - current Previously employed from 09/2010 - 03/2016 * Returned to NCC Business Services after dissolution of Arial Business Services * Resumed Operations Manager Role with increased pay Arial Business Services - (Real Estate, Credit Cards, Auto, Medical, Telemarketing) Chief Operations Officer, Orange Park, FL 03/2016 - 08/2018 * Owned and operated debt recovery agency with subordinates of 1 Director, 5 Managers and Staff of 35 FTE * Managed day to day operation of Management staff, Vendors, IT support and Clients * Solicited and secured 10 clients to place a variety of products generalizing in Auto, Credit Card, Medical & Housing debt * Effectively designate resources of staff, funds and time * Monitored budget projections and variances to make appropriate adjustments NCC Business Services - (Real Estate, Credit Cards, Medical, Student Housing) Operations Manager, Jacksonville, FL 09/2010 - 03/2016 * Aggressively led day to day operation of revenue producing staff of 80 FTE Hourly, 3 Managers and 4 Supervisors * Increased profitability of organization by 15% within 90 days by identifying problems and implementing solutions * Maintain client competitive rankings of 1 or 2 out of 6 agencies * Review and audit feasibility of client and vendor contracts * Implemented and conducted training workshops on consumer collection specifications United Credit Bureau Director of Operations - (Prime Credit Cards) - Fort Lauderdale, FL 05/2009 - 08/2010 * Successfully exceeded department financial targets by managing production of collection staff * Maintain competitive rankings of 1 or 2 out of 6 other agencies * Performance coaching of revenue producing staff of 75 employees and 4 Managers * Decreased outstanding receivables from 65 days to 48 days within first 60 days of employment * Manage dialer strategies to ensure effective penetration to ensure best possible contact results * Monitor and budget payroll and office expenses to ensure maximum operation within assigned budget

Highlights:

• P&L
• Payroll
• Audit
• Balance
• Call Center
• Coaching
• Credit Cards
• Leadership
• Management
• Receivables