Customer Service Sales

Driven, solution-focused and results oriented Management Professional with years of leadership experience, paired with a strong sense of comfort in working with all levels of management staff. Believer in transparency, team work and working alongside colleagues to ensure adherence to organizational and daily objectives. Thrive in team settings but also excel autonomously. Highly communicative and often chosen to serve as a trusted project manager due to strong work ethic. Opportunity that leverages my expertise in Vendor Operations and Customer Service, as well as offers the opportunity to drive productivity and bolster revenue in a collaborative environment.

CORE SKILLS

Leadership Organization

Teamwork Communication

Vendor Management Compliance/Regulatory (CFPB)

Advanced Data Entry & Management FCRA Certified

Siebel Unix Database

PROFESSIONAL BACKGROUND

CREDIT PRECISION, ATLANTA, GA 2016 – PRESENT

CONTACT CENTER LEADER

Responsible for leading contact center team, overseeing the daily operations and ensuring all service levels and business objectives are being exceeded or achieved. Key responsibilities include: sales, customer care, training, quality, workforce management, and the achievement of profitability goals. Ensures the contact center provide high-quality initiatives ensuring alignment with enterprise strategy.

Played key role in start-up of contact center – assessing requirements, design, and development

oResponsible for hiring, training, policies, procedures

Spearhead Sales and Service Center operations with a focus on customer service, quality assurance, sales coaching and supervision

Lead completion of data analysis with precision and attention to detail

Play a key role in enforcing vendor contracts; review all invoices and process payments

Team consistently exceeds sales conversion objective

Motivate and coach a team of Sales Agents using a sales recognition program, which has proven successful thus far in enhancing efficiencies and slashing costs

EQUIFAX, ATLANTA, GA 2012 –2016

VENDOR MANAGER

Led vendor management team. Responsible for overseeing the daily operations and relationship management at outsource vendor locations to ensure all service levels and contractual obligations were achieved. Built and scaled oversight of contact centers handling over 6 million contacts per year. Contact centers consistently provided high quality service while meeting or exceeding service level objectives while

driving efficiencies. Responsible for working with the outsource partners to identify and implement process improvement and performance initiatives.

Responsible for RFP process including requirements development, vendor selection, pricing negotiations, and contract execution.

Led cross-functional teams in monitoring vendor performance, cost, contract and risk

Led negotiations with mail room vendor resulting in annualized savings of over 25%.

Outsourced teams consistently processed over 500K units of work per month, while exceeding quality objectives

Consistently provided 90-day rolling volume forecasts that were within +/- 5% variance to actuals.

Engaged in site visits per governance contracts to ensure adherence to all security measures, policy and procedures measures

Handled regularly-scheduled vendor risk reviews, maintained all current contract artifacts, as well as obtained applicable approval for vendor management policy exceptions

EQUIFAX, ATLANTA, GA 2005 –2012

VENDOR COORDINATOR

Oversaw daily operations and relationship management at outsource vendor locations to ensure all service levels are being achieved. Ensured accurate reporting on key vendor performance metrics and volumes. Helped outsource partner identify and implement process improvement initiatives. Over time assumed expanded responsibilities supporting additional partners and teams.

Worked with outsource partner to ensure achievement of SLAs (time service compliance, ASA, quality/customer satisfaction and conversion rates where applicable)

Developed tracking report enabling accurate billing and invoicing reducing costs by 10%.

Partnered with technology to create automated solution reducing costs by 75.

Oversaw IT inventory, asset management and technical service contract administration

Responsible for accurate volume forecasts and adherence to financial budget, helped to manage and improve overall cost per unit.

Led team of 50 Equifax associates responsible for data entry consistently exceeded quality goal by 5%.

EQUIFAX, ATLANTA, GA 1998 –2004

Various Roles of Increasing Responsibility

EDUCATION & CREDENTIALS

Associate of Science, Business-Accounting, ITT Technical Institute NY

Certification, Yellow Belt, Lean Six Sigma, FCRA Certified

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