Driven, motivated and skilled Call Center Manager with over 10 years of diverse, invaluable experience as it pertains to employee management. Skilled in carrying out Human Resources generalist functions, as well as duties relevant to employee recruitment and retention, staff development, mediation, conflict resolution, benefits administration and payroll/compensation. Extensive operational experience in high-volume settings, including the creation and introduction of teambuilding programs, departmental policies, job descriptions and management reporting protocols. Always aim to surpass organizational goals and expectations. Strive to uphold the utmost in ethical and professional standards. Woks well both cross-functionally and as an independent contributor. Presently in search of a Call Center Manager or Risk Control opportunity that will allow for development of a long-term career within a growing company so as to help build lead an organization into achieving excellence.

Employment Law | FMLA/ADA/EEO/WC | Conflict Mediation | Advocacy | HR Policies | OFAC and AML Training & Development

Productivity Measures | Process Improvement |Procedural Development | Personnel Recruitment & Retention | Strategic Planning

Staff Relations | New Hire Orientation & On-Boarding | Performance Management | Organization | Time Management

Gateway One Lending and Finance

Back-End Collections, 2015 Present

         Perform all collections for amounts due on auto loans; ensure a positive customer experience in handling approximately 100 calls each day

         Procure payments and determine an arrangement for collection through careful leverage of a customer-centered approach

         Ensure consistency with Gateway s honesty and integrity standards

         Collaborate within a team environment to assist with second voice calls, working accounts and open queues

ACD Enterprise Services

Director of Operations, 2014 Present

         Managed daily functions for a team of five maintenance employees that drive janitorial duties for commercial accounts

         Devised staff work schedules including arrangement of coverage for call outs

         Led interview processes and new hire training

         Also audit current personnel to ensure quality service is delivered across all customer accounts

         Generated new business proposals that increased the client portfolio by 20%; also decreased supply expenses by 10% via the implementation of new inventory and supply processes

Chase Auto Finance

Customer Support Manager, 2006 2014

         Monitored all operations for Chase Auto Finance and Chase Bank Overdraft Reserve portfolios; included the development of 20 procedures for all portfolios

         Also revised 25 expired procedures for the Lease End-of-Term portfolios

         Supervised as many as 90 staff members in an inbound/outbound Auto Finance Call Center

         Collaborated with the Human Resources, Legal, and Compliance teams to create and train staff on HR policies and procedures; recruit employees and enhance orientation, training and incentive efforts

         Oversaw end-to-end process reviews across all departments; identified risks and control gaps using flow mapping processes

         Partnered with Risk Management, Quality, IT, and Legal teams to work on open Risk and Control Self Assessments (RCSAs) to minimize gaps and improve department policies

         Fostered an open-door environment conducive to positive dialogue across the department; efforts were cited as the driving force behind an improvement in employee attendance and retention within an industry marked by high absenteeism and turnover

         Devised creative and cost-effective incentive and morale-boosting programs that increased employee satisfaction and productivity

         Successfully managed key performance metrics that improved the departmental promise rate by 30%; also developed strategies that helped improve the department overflow and abandon rate by 60%

JP Morgan Chase Bank

Global Treasury Multi Currency Investigator, 2005 2008

         Accurately investigated and resolved all statement credit NOSTRO exceptions related to pre-advised and unadvised credit sources to the London ledger in accordance with currency deadlines and documented processes

         Utilized EXTRA! Personal Client, Pegaview ACE and Smart Stream Reconciliations systems to lead daily functions

Global Treasury Multi Currency Investigator, Continued

         Appointed as the new hire trainee for the Tampa and Mumbai office; focused primarily on processing unadvised statement credit exceptions via the FTS Manual Credit

         Maintained 100% performance reviews by processing in accordance with documented work instructions on Quality Management System within provided timeframes

CHASE CREDIT CARD SERVICES

Call Center Supervisor, 1998 2005

         Led up to 20 direct reports in an inbound and outbound Call Center environment; developed staff strategies to surpass monthly objectives for portfolios that were anywhere between 30 to 180 days of delinquency

         Monitored service-level agreements and call handling times for inbound and outbound dialer teams

         Interviewed employees, conducted monthly and annual performance reviews, approved timesheets, and assisted with escalated calls

         Crafted weekly action plans to help personnel reach their potential and improve performance using constructive feedback

         Created skip trace and call flow forms for the team to increase customer location and confirm unit payments

         Maintained a strong, hands-on coaching with team; led to a 75% improvement in achieving monthly departmental objectives

Bachelor of Arts, Business Management, University of Phoenix

Volunteer/Organizer, The Sidewalk Store nonprofit distributor of donated items for low-income recipients