Experience

Mission Lane

• United States
• Financial Services
• 200 - 300 Employee

• Senior Operations Manager

  • Nov 2019 - Feb 2023

  Recoveries Ops Manager: January 2021 - February 2023: Managed the credit card recoveries operations consisting of a hybrid workforce of Operations Managers, Process Managers, Program Managers, and front-line associates (~50 FTE). Servicing Ops Manager: November 2019 -January 2021 - Managed a team of Customer Service associates who assisted customers with credit card related inquiries.



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Operations Department Manager

  • Jul 2016 - Oct 2019

  Las Vegas, Nevada, United States Relationship manager for third-party collection agencies with over 500+ associates nationally. Responsible for managing the overall governance structure to support the appropriate level of communication and interaction with Capital One. Expertise in enterprise supplier management processes, including end-to-end execution of intent, maintaining process documentation, and daily operations. Identify and implement process improvements to increase operational effectiveness and reduce… Show more Relationship manager for third-party collection agencies with over 500+ associates nationally. Responsible for managing the overall governance structure to support the appropriate level of communication and interaction with Capital One. Expertise in enterprise supplier management processes, including end-to-end execution of intent, maintaining process documentation, and daily operations. Identify and implement process improvements to increase operational effectiveness and reduce costs. Provide senior leadership business updates on key performance indicators, regulatory adherence, cost efficiencies, and associate engagement.

• Senior Unit Manager

  • Aug 2015 - Jul 2016

  Las Vegas, NV Led a team of 6 Unit Managers and 90+ associates dedicated to delivering exceptional service and driven to achieve customer loyalty and satisfaction. Fostered best-in-class culture focused on people and performance management, coaching and development, and effective employee engagement to deliver on key objectives. Responsible for call monitoring and calibration sessions to ensure adherence to business intent, regulatory requirements, and customer advocacy.

• Unit Manager

  • Mar 2007 - Aug 2015

  Las Vegas, Nevada, United States, Tulsa, OK Managed and motivated a team of 15+ employees who serviced customers, addressed concerns, and provided payment arrangements throughout multiple stages of delinquency. Monitored, coached, and developed associates to achieve departmental goals while mitigating risk to the business.