Experience

Purpose Financial

• United States
• Financial Services
• 200 - 300 Employee

• Contact Center Manager

  • Oct 2016 - Present

  Spartanburg, South Carolina, United States •Mentor and lead a team of agents, team leads and supervisors • Manage performance, development, training, staffing, budgeting, scheduling, and other administrative responsibilities as directed. • Ensure that the department is meeting or exceeding performance targets, goals and, KPIs. • Work with the Quality Assurance (QA) Department with calibrations and overall team expectations • Make recommendations to management regarding developmental policies and procedures • Represent the… Show more •Mentor and lead a team of agents, team leads and supervisors • Manage performance, development, training, staffing, budgeting, scheduling, and other administrative responsibilities as directed. • Ensure that the department is meeting or exceeding performance targets, goals and, KPIs. • Work with the Quality Assurance (QA) Department with calibrations and overall team expectations • Make recommendations to management regarding developmental policies and procedures • Represent the organization in various meetings with client and management team

• Collections Manager

  • Jun 2015 - Oct 2016

  Spartanburg, South Carolina, United States • Mentor and lead a team of Collection agents and leads. • Work with the Quality Assurance (QA) Administrators to calibrate the QA team as well as call quality expectations. • Manages performance, development, training, staffing, budgeting, scheduling, and other administrative responsibilities as directed. • Drives Collections Department procedures for team to execute with excellence. • Build and maintain partnership with dialer operators. • Personally handle, follow up and… Show more • Mentor and lead a team of Collection agents and leads. • Work with the Quality Assurance (QA) Administrators to calibrate the QA team as well as call quality expectations. • Manages performance, development, training, staffing, budgeting, scheduling, and other administrative responsibilities as directed. • Drives Collections Department procedures for team to execute with excellence. • Build and maintain partnership with dialer operators. • Personally handle, follow up and resolve customer escalations, complaints and questions. • Maintain and ensure Collection employees and Collection daily procedures are compliant with all impactful laws and statutes. (CFPB, FDCPA, State Restrictions, etc.) • Report and articulate overall team performance to upper management. • Represent the organization in various meetings with clients and management team, ensuring that department performance is aligned with client, management and corporate goals.

• Divisional Director of Operations

  • Jul 2013 - Jun 2015

  Springfield, Virginia, United States • Responsible for the direction of 10 centers in a division maximizing all profits available. • Recruit, hire, train, evaluate, discipline and discharge employees in my division. • Audit centers monthly to ensure compliance with company policies and procedures. • Successfully rolling out multiple new products to help increase revenue profits. • Manage employee performance to minimize turnover and maximize center results. • Collaborated with managers to ensure all Federal, State… Show more • Responsible for the direction of 10 centers in a division maximizing all profits available. • Recruit, hire, train, evaluate, discipline and discharge employees in my division. • Audit centers monthly to ensure compliance with company policies and procedures. • Successfully rolling out multiple new products to help increase revenue profits. • Manage employee performance to minimize turnover and maximize center results. • Collaborated with managers to ensure all Federal, State, and local laws are followed and practiced daily. • Resolve customer complaints in a timely manner. • Work with all team members to ensure that all security measures are fully understood and carried by all employees. • Payroll • Review operating results of centers to identify areas of opportunity.

• Area Manager

  • Feb 2008 - Jul 2013

  Stafford, Virginia, United States • Traveled between center in which I assisted the Divisional Director of Operations with maintaining efficient operations and continued growth of centers. • Managed P&L, compliance, and other daily center operations. • Maintain accurate cash controls and security procedures. • Assist and monitor team in collections, consistent with company policy and regulatory requirements. • Recommend and sell products and services to meet customer’s needs.

• Divisional Training Manager

  • Mar 2006 - Feb 2008

  Stafford, Virginia, United States • Responsible for training all new hires within the division. • Ensuring completion of Hew Hire paperwork on trainees. • Evaluating trainees and completing “Action Plans” for them. • Assisting the Divisional Director of Operations with rollouts of new products and policies and procedures. • Re-training current team members at the Divisional Director of Operations request.

• Center Manager

  • Sep 2003 - Mar 2006

  Stafford, Virginia, United States • Offered exceptional customer service to a wide based cliental in their time of need. • Completed all transactions accurately and in a timely manner within a multi-tasked environment. • Ensured proper account maintenance, inventory control for auditing purposes, center appearance and product knowledge are practiced and exhibited daily. • Offered phone support with proper phone etiquette to ensure the next potential sale is ours. • Conducted collection calls on all delinquent… Show more • Offered exceptional customer service to a wide based cliental in their time of need. • Completed all transactions accurately and in a timely manner within a multi-tasked environment. • Ensured proper account maintenance, inventory control for auditing purposes, center appearance and product knowledge are practiced and exhibited daily. • Offered phone support with proper phone etiquette to ensure the next potential sale is ours. • Conducted collection calls on all delinquent accounts. • Ensured proper Cash Management procedures are followed daily. • Adhered to all company policies, procedures, safety regulations and points of the creed.