Experience

Empereon Marketing

• Telecommunications
• 100 - 200 Employee

• Client Services Manager/ Report Analyst

  • Sep 2011 - Present



OSI/ NCO Financial Systems

• Business Analyst/ Data Operations Coordinator

  • Jan 2004 - Jul 2011

  Designing, maintaining and analyzing production reports to measure the effectiveness of current call strategies to ensure maximized benefit while adhering to government, client, and company standards. Producing financial reporting for daily, weekly, monthly and yearly tracking of revenue. Performing hardware and software installation and maintenance on computer, telephone, server and PBX systems. Creating, monitoring, and maintaining predictive dialer and IVR campaigns for local and international sites. Producing and reviewing dialer and agent production reporting to ensure proper scheduling of dialer campaigns with emphasis on file penetration and optimal revenue return. Defining and addressing areas of opportunity with viable solutions and utilizing all available resources to maximize revenue with minimal cost on both a site and agent level. Site administrator for new user setup, security access changes, programming changes, and telephone monitoring portals on an as-needed basis. Facilitate proper communications between Dialer/ IS/ Strategy teams and Operations Management and Upper Level Management through statistical reports and analysis. Show less



OSI

• IT Services and IT Consulting
• 400 - 500 Employee

• Documentation Specialist/ IS liaison

  • Jan 2004 - Jul 2011

  Created and managed Branch Operating and Dialer Operations manuals for the local and international offices. These manuals work flows, business practices, and procedures for day-to-day flow of business, specific to each site and job level.Created and maintained client specific training materials for both local and international sites. These documents outline client work standards and practices utilized in the training and development of new and tenured associates to ensure compliance with company, government, and client standards.Provided a central point of contact for both local and international offices to facilitate new user setup, security and strategy changes, new client setup and user maintenance, while being a subject matter expert for dialer, process, and procedural matters for all supported sites. Show less

• Strategic Auditor

  • Jan 2004 - Jul 2011

  Reviewed collection accounts to ensure established strategies were being executed properly.Produced daily reactive reports to track and provide a root cause analysis for accounts out of company and client follow-up standards.Produced a high- level analysis and documentation of dialer script tactics.

• Account Representative

  • Jan 2004 - Jul 2011

  Worked collection accounts in accordance with FDCPA, company, and client standards to generate revenue.



Cigarettes Cheaper

• Store Manager

  • Jan 2002 - Jan 2004

  Managed the recruiting, hiring, and development of store associates. Ensured compliance of company product, service, and image standards. Controlled cost of sales consistently within company guidelines. Aided Area Manager in executing local store marketing plans to achieve desired sales increases and profitability. Maintained accurate sales, inventory and personnel records. Facilitated mediation with cigarette representatives to ensure contractual compliance with vendor, company, and government standards. Responsible for all audits and audit results of store inventory. Promoted from 3rd key Show less



Gerland's Food

• Cashier/ Floral Design/Delivery/Produce Assistant

  • Jan 2001 - Jan 2002

  Executed cash handling procedures within company standards. Designed and delivered floral arrangements to consumers. Assisted in the produce department with ordering, receiving and placement of stock. Provided care for consumers in anticipation of their needs. Executed cash handling procedures within company standards. Designed and delivered floral arrangements to consumers. Assisted in the produce department with ordering, receiving and placement of stock. Provided care for consumers in anticipation of their needs.