Experience

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  Acquire BPO

  • Dallas-Fort Worth Metroplex

  • Client Relationship Manager

    • May 2021 - Present
    • Dallas-Fort Worth Metroplex

    Client Relationship Managers support the development of strategic planning, commercial growth, and key initiatives to strengthen and nurture the partnership between Acquire BPO and it’s clients. As a trusted partner for our operations, support and management teams, our Client Relationship Managers are required to identify and understand the needs and desires of our clients to support the ongoing success of their programs through our operational and support teams.

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  Sovereign Lending Group Incorporated

  • Plano, Texas, United States

  • Contact Center Supervisor

    • Mar 2021 - Mar 2021
    • Plano, Texas, United States

     Responsible for the hands-on management, effectiveness, and efficiency of the interactive dialer. Oversees predictive dialer functions such as daily upload/download procedures, building and scheduling services, schedule adherence, service monitoring and call center production standards.  Leverage call center tools including scripting to create process flows that improve decision making, reduce errors, increase customer satisfaction, and maximizes departmental efficiencies. Responsible for the daily readiness of call center automated dialer applications including but not limited to the implementation of collection strategies. Monitors and evaluates the quality of inbound and outbound calls to ensure that team members follow the company’s best practices for call center management. Develops presentations and training plans to motivate and educate call center agents. Promotes a positive team environment. Holds team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.  Generates and analyzes various reports from the dialer system to effectively manage daily call distribution.  Recommends improvements in call flow, develops dialing strategies, improves inbound call routing, and handles all escalated issues.  Oversees the staffing levels to maximize call volume and to ensure levels are in line with capacity plans.  Researches, analyzes, and looks for trends in data to interpret results and variances.  Prepares and distributes to management daily, weekly, and monthly reports.  Escalates dialer issues as necessary and follows these to resolution Other duties as assigned.

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  Apex Systems

  • Plano, Texas, United States

  • Covid Resource Center Agent

    • Dec 2020 - Mar 2021
    • Plano, Texas, United States

     Daily duties interact with Contractor’s employees to explain company benefits and services available for Pandemic COVID Relief. Responsible for taking inbound calls to complete and process claims for approval or denial based on the organization’s requirements. Responsible completing forty plus touches per day (combination of call and claims processed)

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  CR Partners

  • Call Center Training Manager

    • Jan 2018 - Jun 2020

     Implemented Panel and Group interview processes for Client Service, Settlement Service and Sale departments which provided collaborative review of interview candidates with Leadership Teams. Managed New Hire Onboarding for multiple departments resulting in smooth New Hire Orientation for new employees. Design, developed and implemented distance learning and instructor-led training content based on business needs, including print, classroom and on the-the-job training materials. Developed and implemented e-learning captivate, storyline and Power Point presentations. Consulted with management and business leads to analyze, evaluate, and confirm learning objectives. Provided status reports to management on instructor-led training progression and completion. Improved training material content and design based on post-delivery course evaluations. Developed and implemented COVID-19 virtual interview and hiring process.

  • Call Center Manager/Product Manager

    • Jan 2016 - Jan 2018

     Daily management of all Call Center activities using Live Vox Call Center Reporting tools.o Maintain Abandon Rate of 4% or less monthlyo Maintain a Team Ready + In Call% at 81.0% or better monthly Coaching, training, and development of staff on retentive sales techniques. Set monthly goals for Call Center staff production expectations. Maintained monthly goals for production cancellation and retention, outlined in the monthly, quarterly and annual revenue projections from Division Profit and Loss statement.o Maintain division 1-month cancellation percentage below 20% o Maintain division 3-month cancellation percentage below 9.0%o Maintain division 14-month cancellation percentage below 70%  Managed Compliance and Quality Assurance for NetDebt Division Sales work directly with Sales Director to provide coaching and training to improve attachment and retention of United Member Plans.

  • Client Service – Settlement Preparation

    • Nov 2015 - Jan 2016

     Work with creditors to schedule funding after clients have accepted settlement officers.

  • Client Service – Debt Analyst III

    • Jan 2015 - Nov 2015

    Jan 2015 – Nov 2015 Assist clients post enrollment, continued coaching and working through understanding the process and procedures in debt mediation.  Collect current account status from clients and update Debt Manager (company CRM system) Review creditor settlement offers, terms/conditions of settlements and ensure client has the funds needed for offers.

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  NetDebt

  • Plano, Texas, United States

  • Debt Consultant

    • Jan 2011 - Jan 2015
    • Plano, Texas, United States

     Reviewed details of the Debt Mediation and Supplemental Services with prospective clients and complete the enrollment documents for the program using SalesForce.com. Managed company compliance requirements through evaluating prospective client’s individual financial hardship to ensure prospect meets requirements for the program.  Maintained individual KIP for Cold and Warm lead generation using existing company provided marketing and leads. Executed and held lowest LAG Report (cancel rate) of 3% or less (Company Record). Maintained at or above new client enrollments of 20 -30 new clients with an average debt enrolled of $25,000.00 to $30,000.00 per client per month.

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  Proudfoot

  • Atlanta, Georgia, United States

  • Process Consultant in Management

    • Mar 2006 - Jun 2008
    • Atlanta, Georgia, United States

     Development and Implantation for process improvement in various industries, i.e., manufacturing, supply chain, call center management. Onsite training and coaching of management team to use the new newly developed tools and process with employees. Monitored process changes and audit compliance of projects annually. Developed and maintain all electronic logs of project materials and documentation. Built and maintained professional relationships with clients and corporate connections location in North America and Australia.

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  J.P. Morgan Chase Bank, NA

  • Dallas-Fort Worth Metroplex

  • Assistant Branch Manager/Assistant Vice President

    • Sep 2004 - Sep 2005
    • Dallas-Fort Worth Metroplex

     Conducted daily analyses to evaluate the efficiency, quality and productivity of all staff members.  Problems solving, quick and accurate decisions, delegation of tasks, and achievement branch goals under time constraints while meeting the objectives set by the company for sales performance and profit objectives. Responsible for ensuring requirements met in accordance with State and Federal Laws.

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  Enterprise Rent-A-Car

  • Plano, Texas, United States

  • Assistant Rental Branch Manager

    • Feb 2001 - Sep 2004
    • Plano, Texas, United States

     Co-Leader E.D.G.E. Diversity Team, work with management and employees to create a work atmosphere, which embraces recognizing individual and culture differences (ethnicity, gender, socio-economic status).  Responsible for branch sales and marketing strategy. Customer service quality improvement. Organizational re-engineering, employee development and problem analysis resolution.  Analyze and control branch expenditures to meet acceptable operating requirements (based on monthly goals) using Branch Profit and Loss Statements.  Build and maintain professional relationships with clients from walk in business to generate repeat business for Branch. Branch Corporate Accounts Manager work directly with corporate connections building and maintaining relationships to increase revenue on long termed rental contracts.  Branch Fleet Manager oversee fleet movement and maintain proper branch fleet levels for peak and off-peak times.