Extremely motivated. I am a creative and driven individual. I am deeply committed to being successful and making those I lead even more successful in their current positions.
Dialer, Reporting, Workforce Manager
Progressive Leasing July 2014 - July 2016Manage a team who ensure the optimal productivity and efficiency of all front-line operations employees
Responsible for the management of all Collections Dialer campaigns, strategy and performance, including the creation of campaigns, performance optimization, the pacing of the Dialer, management of abort rate, achievement of penetration rates, and compliance to all dialing regulations.
Responsible for the management and creation of ad hoc, daily, weekly, and monthly Operations reports, including the monthly Operations Scorecard, collections dialer and performance reporting, complaint tracking, call handling, and key metrics.
Responsible for the call forecasting and agent staffing for Operations. This includes analyzing historical call volume, inputting new variables, utilizing a call staffing tool, creating agent need analysis, publishing break and lunch schedules, ensuring proper schedule adherence, and assisting to drive service level accountability throughout the organization
Collections Supervisor April 2010 - July 2014Actively leads, trains, and develops members of a latter delinquency Collections Department to achieve
maximum results and lower bad debt expense. .
• Performs administrative duties on time with accuracy.
• Documents and evaluates department progress to discover new ways to improve or innovate.
• Monitors calls and verifies for accuracy.
• Provides team members with constructive feedback.
• Appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.
• Promotes Company philosophy, mission, and objectives within and to customers
• Demonstrates positive influences on colleagues, customers, and potential customers
• Demonstrates honesty and integrity at all times
• Demonstrates respect for management and peers, and responds to needs by complying with Company