SUMMARY I'm a Call Center Operations Manager with over 19 years of industry experience and demonstrated operations leadership and management capabilities. I've successfully led large (up to $100M+), portfolios for major Banks, Auto lenders and Debt buyers by applying critical thinking to develop new solutions for an ever changing debt recovery field. I've built a strong reputation and trusted relationships with executives with all past clients in the Banking, Auto Lending and Debt Purchase Fields. Responsibilities included: Consistent positioning/aligning of all resources with the strategic objectives of the business. Accountable for a department that currently collects $2M+ in collections on a monthly basis. I'm a tested leader with a dynamic management style, and I've demonstrated an ability to affect change with effective communication skills, while managing teams of up to 80 collection agents and collections managers. ACCOMPLISHMENTS Operations Management: Managed staff of collectors and collection managers Handled all functions related to Pre-legal and legal collections Staff Development Mentored and coached employees resulting in a consistent passing rate on monthly call audits Managed critical client KPIs to track and improve performance

Highlights:

• Audit
• Call Center
• Collection
• Collection Processes
• Policies and Procedures
• Receivables
• Complaints
• Financial
• Legal
• Inventory