Experience

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  Reliant Capital Solutions

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Director of Analytics and Client Performance

    • Jan 2023 - Present

    Aligns and directs the management and integration of data analytics to support the vision, objectives and goals of the company. Provides leadership in designing the strategies and work flows to provide our clients with industry leading results. Working closely with department heads and executives to guarantee delivery of high quality execution of client deliverables. Developed and provides to leadership visibility into data driven insights that are strategically used to make business decisions.

  • Director Of Operations

    • Mar 2016 - Mar 2023

    Directed collection processes and developed work strategies on the US Department of Education Private Collection Agency contract. In charge of all operations of the call center including recruiting, hiring, training as well as ensuring all agents performance metrics are achieved. Created effective strategic business model to increase efficiencies and drive business growth.

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  RMA Recovery, Inc.

  • Buffalo, NY

  • Chief Operating Officer

    • Sep 2013 - Jun 2015
    • Buffalo, NY

    Established and oversaw all policies, procedures and processes of 3rd party collection agency specializing in Education collections.• Recruited and guided staff to provide best in class performance• Oversaw all compliance and licensing requirements • Developed budget to maximize company’s profitability and margin levels without sacrificing client returns• Developed and monitored collection strategies and workflows

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  NCO Financial Systems

  • Director of Operations

    • Sep 2006 - Dec 2012

    Directed collection processes and developed strategies for multiple banking clientele. Managed call center with multiple division managers and supervisors along with over 75 collection staff members.• Ensured compliance with all regulatory, company and client guidelines. Directed staff to deliver quality customer service while obtaining production returns.• Provided succession training for employee performance development, grooming supervisors and management level staff.• Developed and implemented operational strategies to maximize efficiencies and eliminate redundancies.

• 

  iQor

  • Vice President

    • Sep 2005 - Sep 2006

    Managed all staffing and operations for third party collection agency. Tasked with achieving production goals and exceeded client performance standards within budgeted guidelines.• Achieved organic grow with large bank through tier best performance.• Developed staffed while representing clients in a professional manner and meeting collection goals.

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  RSI Enterprises

  • Operations Manager

    • Sep 1997 - Sep 2005

    Oversaw all staffing and operations for outsourced accounts receivable management call center focusing on clients in the medical services industry. Accountable for achieving production goals and meeting client performance standards within budget guidelines.• Streamlined collection procedures and documented client-specific processes to improve customer service.• Developed and maintained strong relationships with medical clients, representing clients in a professional manner while meeting collection goals.

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  NCO Financial Systems

  • Denver, Colorado

  • General Manager

    • Nov 1990 - Sep 1997
    • Denver, Colorado