Experience

Zenylitics

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Founder and VP of Delivery

  • Jul 2017 - Present



Axcess Financial

• United States
• Financial Services
• 200 - 300 Employee

• Director of Quality, Monitoring, and Support

  • Jun 2016 - Jul 2017

  Leader responsible for first line of defense monitoring and quality assurance in our contact centers, as well as "back of house" support functions. Manage speech analytics software initiatives collaboratively across the business in an effort to drive compliance, agent efficiency, and revenue growth.

• Director of Compliance - Collections/Customer Service

  • Nov 2014 - Jun 2016

  Creating and maintaining an open and communicative culture of compliance within our customer-facing call centers by defining expectation with documented policy/procedure, along with a robust auditing and monitoring program with a focus on remediation through training and development.



Delev & Associates, LLC

• United States
• Law Practice
• 1 - 100 Employee

• Director Of Operations

  • Jul 2014 - Oct 2014



Pressler, Felt and Warshaw, LLP

• Law Practice
• 1 - 100 Employee

• Training And Development Manager

  • Feb 2013 - Jul 2014

  Designed and oversaw a development program for new hires and prospective management staff, tailored specifically to comply with regulations and requirements recently outlined by the Consumer Financial Protection Bureau as well as internal office policies and procedures. Led training sessions focused on “on the job” topics and created metrics to measure employee performance and efficiency. Developed retraining program for low efficiency staff and handled terminations when necessary. Interacted… Show more Designed and oversaw a development program for new hires and prospective management staff, tailored specifically to comply with regulations and requirements recently outlined by the Consumer Financial Protection Bureau as well as internal office policies and procedures. Led training sessions focused on “on the job” topics and created metrics to measure employee performance and efficiency. Developed retraining program for low efficiency staff and handled terminations when necessary. Interacted with management and HR to fill staffing and retraining needs.

• Project Manager

  • Aug 2012 - Feb 2013

  Managed a merger with a Pennsylvania collections firm. Worked with IT and Legal staff to integrate both firm's systems/records and designed process flows to increase caseload capacity and process efficiency.

• Collections Manager

  • Sep 2004 - Aug 2012