Experience

paywithtrove

• Higher Education
• 1 - 100 Employee

• VP, Client Services

  • Apr 2019 - Present

  www.paywithtrove.com www.paywithtrove.com


Blackboard
• United States
• Higher Education
• 700 & Above Employee
• Sr. Director, Client Services

  • Aug 2014 - Aug 2017

Card Smith
• Financial Services
• Client Services

  • Sep 2008 - Aug 2014


Genesis

• United States
• Market Research

• Director of Internal Account Services

  • 2007 - 2008

  • Management of Customer Service, Fraud, Transaction Services, Correspondence and Mail Room • Led team to exceed company cash goals after 30 days • Revamped incentive plan to be commission based • Led department through reduction in number of managers while maintaining same amount of employees and high level of quality service. • Created RFP process for outsourcing through network of contacts and personal experience as a vendor • Lead Customer Experience Team comprised of cross-departmental managers to improve and create processes that touch the customer Show less



LiveBridge

• Information Technology & Services

• Operations

  • 1992 - 2006

  • Responsible for overall credit card and retail operations• Participated in cross-departmental teams to create and implement company policy• Managed site management teams and a corporate support staff • Managed all workforce and forecasting staff using the IEX environment as well as home-grown/Oracle scheduling and staffing solution• Reported to Vice President of Global Operations• Member of Executive Team• Responsible for hitting P&L goals and forecasting both Revenue and Pre-tax profit Show less

• Director

  • 1992 - 2006



ACS/Livebridge

• DVP

  • 1992 - 2006

  Managed all credit card campaigns, including sales performance, and meet contract requirements on service levels, drops, etc. Major clients included CapOne, Chase, Washington Mutual and Citibank• Managed 20 inbound campaigns and four outbound campaigns• Managed client relationship team and served as point of escalation for 15 clients• Managed $57,000,000 in revenue for 2005, accounting for just over 50% of overall company• Responsible for hitting P&L goals and forecasting both Revenue and Pre-tax profit• Worked closely with the sales team to grow business and identify opportunities• Participation on security and corporate retention teams Show less

• Division Vice President

  • 1991 - 2005