Manager Data

Professional Summary

I was a key component of the company’s 125% staffing growth as a result of my participation of data analysis and strong managerial mindset. With over 17 years of collection, litigation, & call center experience, I have mastered the demanding skills required to lead such as being proactive, organized, and compassionate; committed to above-standard levels of client and employer satisfaction. With a proven track record and educational background, I am business minded but also very relatable as I enjoy mentoring & coaching both basketball and football middle schoolers.

Education

Bachelors of Science – Criminal Justice Benedict College 1991 - 1997

Major - Criminal Justice Suffolk Community College 1990 - 1991

Experience

Operations Manager Fredrick J. Hanna & Associates, PC 2000 – present

Managed staff ranging from 100 – 300 collectors (1999 – present.)

Overseen the decrease in referred litigation accounts by 400% (2013 -2014.)

Implemented a data analysis process that increased Pre-Litigation revenue by 115% (2006-2014.)

Orchestrated the increase of a financial client’s 3rd party receivables intake by 200% within 6 months (2012.)

Optimized quality improvement initiatives and helped to establish accountabilities and performance goals.

Provided insight using data-based analytics which identified and resolved risk and profitability margins.

Evaluated KPI’s to improve efficient operational standards.

Managed the liquidation of high end accounts that accounted for 60% of the 3rd party collection portfolio.

Facilitated the account streamline for legal action (initiate final demand notifications by letter and phone.)

Negotiated and coordinated various repayment schedules, including stipulation agreements and settlements.

Worked closely with account holder’s legal representation pre and post litigation.

Evaluate and maintain staffing needs, budget and business plan submissions, merit reviews and evaluations.

Managed daily activities of a high visibility multi-function, multi-team operation.

Managed cases with outside counsel and negotiated claims when opposing attorneys were involved.

Prepared all appropriate documentation for reporting requirements.

Developed a proven system of metrics, coaching and development, quality assurance and procedural issues.

Managed staff scheduling and forecasts to meet deadlines and client’s budget goals.

Manager – Dept. of Education National Asset Management 1999-2000

(Subsidiary of Frederick J Hanna P.C.)

Assisted in the planning and execution of our St. Ann, Mo location which categorized us as a national law firm.

Participated in the company’s growth from under 50 to over 400 employees.

Coordinated training for new hire collections staff.

Oversee the day-to-day call center operations and business planning.

Developed and implemented operational practices that establish positive employer-employee-client relationship.

Promoted employee morale, thrived as a team player in a fast-paced, high-energy, change-oriented environment

Managed compliance and reporting for all call center operations including call volume forecasting and staffing.

Extensive knowledge of FDCPA, SCRA, federal, state, & local collection laws and regulations.

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