Experience

Think Finance

• United States
• Financial Services
• 1 - 100 Employee

• Dialer Analyst

  • Aug 2007 - Present

  Manage performance of the predictive dialer that is critical to the success of Account Services. Build, monitor and manage calling campaigns and control incoming and outgoing call traffic to minimize abandonment rates and wait times.

• Account Services Lead

  • Aug 2007 - Present

  Support and assist with supervision of 50+ collection agentsMaintain all AS SOP's: Update, create, modify and see through Change Control processTraining Liaison: Deliver chapters of new hire and ongoing training, including overseeing nestingActively monitors Account Services Representatives, documenting deficiencies in training/education, inconsistencies/inaccuracies in SOPs and training materials, and systems/process issuesMonitors team status through use of I3 Supervisor Client software in absence of Team Supervisor. Show less

• Account Services Representative

  • Aug 2007 - Present

  Collection of accounts 1-90 days past due in an automated dialing environment blended inbound and outbound calls

• Analyst

  • Jan 2007 - Present

  Manage performance of the predictive dialer that is critical to the success of Account ServicesBuild, monitor and manage calling campaigns and control incoming and outgoing call traffic to minimize abandonment rates and wait timesMonitor and adjust dialing parameters to maximize right party contact rates and minimize agent idle timeTrack agents' time in various statuses throughout the day and communicate items of concern to the collection supervisors Ensure compliance with FDCPA requirements for customer contactContinuously investigate for operational and system enhancements and submit recommendations for process improvementCreate, execute and automate reports on campaign and agent performanceDevelop new reports as needed Show less



First Cash Advance

• Store Manager

  • Mar 2005 - Aug 2007

  Responsible for all money related activities, including making daily deposits Handled all components of staffing, including interviewing, hiring and scheduling Responsible for all money related activities, including making daily deposits Handled all components of staffing, including interviewing, hiring and scheduling



Gamestop Inc

• Assistant Manager

  • Jul 2003 - Mar 2005

  Handled marketing remodeling for promoting new releasesincluding research and testing of new products, processing of returns, trade-ins and reservations Conducted beginning and end of shift drawer and safe audits, including daily deposits Handled marketing remodeling for promoting new releasesincluding research and testing of new products, processing of returns, trade-ins and reservations Conducted beginning and end of shift drawer and safe audits, including daily deposits