Results oriented people leader with extensive experience motivating teams to deliver a high level of customer service and satisfaction. Demonstrated excellence with customer communications, customer service, and customer satisfaction. Passion to leverage my proven skills and results with a Leadership role with expanded responsibilities.
GENESIS FINANCIAL SOLUTIONS INC., Akron, OH
Senior Unit Manager, Oct 2017 - Feb 2020
Promoted the Corporate Mission by demonstrating a Customer First perspective, encouraging and supporting employee development, and participating in employee engagement initiatives.
Led teams of up to six call center Managers, including indirect reports of 10-13 collection and TCPA agents per team.
Managed a team of eight Customer Escalation specialists.
Coached leaders and agents for purposes of performance improvement and staff retention.
Consistently achieved and exceeded monthly expectations, including performance KPIs and Quality/Compliance goals.
Analyzed data to determine validity of existing goals and develop future goals; developed departmental performance metrics and guidelines.
Reviewed strategies and staffing requirements to determine appropriate resource allocation
Audited and verified monthly performance bonus allocations.
Participated in development and implementation of new strategic initiatives.
Organized departmental meeting structures and department newsletter.
SIGNET JEWELERS INC., Akron, OH
Recovery Manager, Jan 1999 - Oct 2017
Led collection call center teams at early, mid and late delinquency stages.
Managed four collections Supervisors; indirectly managed their respective Assistant Supervisors and call center agents.
Provided direction and coaching to departmental expectations and accountabilities.
Served as a subject matter expert in metric review, collections knowledge and systems utilization.
Completed critical analysis of performance data to provide accurate performance forecasting
Implemented strategies to mitigate potential risks and positively impact performance.
Coordinated with other leaders and disciplines to identify performance trends and system/process opportunities that could result in operational impact.
Designed creative solutions to increase efficiency and effectiveness.
Assessed staffing needs and participated in hiring/retention of leadership staff.
Demonstrated ability to communicate at all levels and via all methods, from face to face conversations to large public speaking platforms.
Mentored leaders to develop themselves and their staff.
Ellet High School, Akron, Oh, High School Diploma
Managing Interpersonal Relationships, March 2000