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.
Vendor Management Compliance/Regulatory (CFPB)
Advanced Data Entry & Management FCRA Certified
Siebel Unix Database
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
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
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