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Cary, NC
October 22, 2018

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Multifaceted, customer-oriented, and performance-focused professional pursuing a challenging role to further enhance and effectively utilize knowledge and transferrable skills honed from work experience. Adept at coaching, training, and leading cross-functional personnel and teams to improve productivity and achieve organizational goals. Highly capable of working within fast-paced environments without compromising performance and results. Equipped with articulate communication and interpersonal aptitudes essential in establishing strong rapport with colleagues and individuals with diverse cultures and backgrounds. Proficient with Microsoft Office Word and Excel, E-Workforce, CMS, and Verint.


Client Relations and Retention

Liaised with credit bureaus and borrowers while supporting on credit disputes resolution for the entire organization

Acted as focal point of contact in charge of solving escalated issues with borrowers, customers, and potential debtors

Oversaw the intermediation between customer and staff

Promptly addressed service concerns while guiding staff regarding effective solving of issues

Assisted the whole service delivery by working closely with and providing guidance to current and possible borrowers

Held responsibility in maintaining first-rate customer service and high moral by efficiently coaching and developing staff

Staff Training and Supervision

Provided keen supervision to the Credit Repair Department

Adeptly managed three different departments comprised of 44 representatives

Accomplished staff performance reports and initiated corrective action plans

Ensured the obtainment of teams and individuals performance metrics goals and utmost client expectations

Presided over training and hiring, as well as handled performance monitoring and terminations

Drove efforts in overseeing proper provision of training and orientation to new customer service representative as well as continuous development for current staff

Reports Administration and Regulatory Compliance

Guaranteed the attainment of all staffing requirements for each work shift in compliance with internal and external organizational policies

Effectively handled and evaluated staffing in accordance with business needs

Took charge of generating and maintaining multiple reports for the management teams

Growth and Development Impacts

Played an integral role in boosting the teams’ success-rate for credit repair which significantly augmented loan approvals

Continuously obtained and surpassed overall goals and metrics though effective staff collaboration

Led the inauguration of the Financial Department which drove profits through approval of applications

Spearheaded the design and implementation of manual procedure to enhance accuracy and workflow of gathered data, thereby streamlining workflow, increasing efficiency, and gaining more accurate information


ACS, Utica, NY

Supervisor 2008–Present

Shift Coordinator

First Guaranteed Mortgage, Saratoga, NY


ACS, Utica, NY


Team Coach

Senior Customer Service Representative


APAC, Utica,

MCI Sales Representative

Byrne Dairy, Utica, NY

Store Manager, Area Stores


Bachelor of Science in Social Work

Keuka College, Keuka Park, NY

Associate of Science in General Studies

Mohawk Valley Community College, Utica, NY

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