Data Analytics Customer Service

STEPHANIE HOUSTON

Chesapeake, Virginia ***** 757-***-**** *************@*****.***

Professional Summary

Dedicated, motivated, energetic with integrity and confidence Director, Author and Public Speaker with a robust background in leadership, finance, operational and transformational efficiencies, including but not limited to AI and Robotics. My experience aligns with leading teams of over 80, driving multi-billion dollar revenues, and enhancing customer satisfaction rates are among my proven achievements. I thrive in fast-paced environments, leveraging data analytics and KPIs to exceed objectives. My commitment to innovation and excellence, combined with a talent for fostering high-performing teams.

Work History

Director of Finance Global Shared Services

07/2022 to 06/2024

Avis Budget Group – Shared Services Virginia Beach, VA

Oversaw and managed a team of 96 plus associates in combination of corporate and outsourced and five direct reporting managers, individuals in a multi-billion-dollar global car rental industry.

Used very high-level organizational skills, new ideas, coaching techniques, and quality performance reviews to maximize individual performance.

Responsible for the continuance of revenue opportunities, generating $12.0 billion in revenues on an annual basis with an adjusted gross EBITA of 2.5 billion.

Departments consisted of the following departments under my prevue: Credit, Collections, Customer Service, Consumer and Commercial Services Billing, Payment Reconciliations, Chargebacks, Fraud and Product Development.

Served on the Executive and Senior Leadership Teams and Email Distributions regarding internal issues, complaints, legal issues, compliance issues and anything else that would fall in line with the role.

Worked very closely with our global IT department on a magnitude of issues and projects to increase revenues.

Worked with Artificial Intelligence and robotics Team located in our Budapest office.

Established high level relationships with our acquirers Fiserv and Worldline as well as Visa, MasterCard, Discover, Diners Club, American Express, Barclays, PayPal, Google Pay, Apple Pay

In charge of CHIP & PIN usage reporting and costs analysis of payments received and installations throughout our rental locations.

Responsible for the successful completion of the company’s financial SOX Audit annually.

Attended the Merchant Advisory Group’s conference twice a year with one meeting in conjunction with VISA to work on new ways eliminate compliance issues and fraud in our rental locations.

Attended high level HRM and Staff Meetings once a month to share new ideas.

Director of Collections Operations

12/2019 to 06/2020

Nationwide Credit Corporation – Alexandria, Virginia

Managed a team 80 plus associates and five direct reporting managers daily using high level organizational skills, coaching, and quality performance reviews to maximize individual performance and revenue opportunities, generating $15.2 million in revenues on an annual basis.

Led high level call center servicing and operational activities for a myriad of clients that we served including but not limited to government and state agencies, business collections, taxation, healthcare, banks, credit unions, finance companies and credit cards.

Developed compliance and quality assurance strategies to maximize customer satisfaction using established KPIs and data analytics for customer service best practices and federal standard of collections, increasing overall client and company satisfaction by 14.5 overall%

Engaged and motivated employees with established bonus programs, recognition, and always essential positive feedback which creates a much higher standard pf productivity and creates a positive working environment

Conducted progression or retraction daily. Weekly Friday meetings and end of the month meetings to congratulate success and to go over needed improvements for further success.

Recognized performance daily of every agent to the entire call center floor.

Always maintained a positive and enjoyable work environment.

Engaged closely with managers handling escalated customer complaints and complex errors to make sure that they were each handled with empathy as well as resolving the issue at hand to completion. I would also engage by listening periodically to make sure calls were handled in a civil and professional manner set by company and quality assurance standards.

Responsible for departmental budgeting, hiring, training, meetings, pay scales and bonus structures, monitoring for the compliance violations, testing and follow up.

Wrote policies and procedures and made changes as deemed necessary.

Extended policies and procedures during the COVID-19 pandemic for work from home instructions for the entire company and set up the monitoring and follow up of such procedures for the work at home efforts to keep company fully staffed.

Met with attorneys on the company’s behalf to discuss recommended changes to laws, policies and procedures.

An essential part of the Leadership group to share and discuss different changes and strategies with the company.

A vital participant within mergers and acquisitions within the company.

Improved overall financial reporting by streamlining control processes and reporting structures.

Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.

Established and enforced internal controls, workflows, and policies for tracking, reconciling, and reporting on accounting activities.

Developed strategic plans for day-to-day financial operations. Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.

Identified improvement changes regarding key processes for internal controls and accounting procedures.

Complied with established internal controls and policies.

Performed spending analysis and partnerships to refine policies and develop recommendations for improvement.

Resolved escalated customer issues and boosted retention rates.

** My short term at Nationwide Credit Corporation was due to my father falling extremely ill with Covid and having to move back home, take care of him medically and close out his estate**

Senior Manager

11/2017 to 11/2019

Turning Point Loan Servicing Solutions/ Hampton Roads – Virginia Beach, Virginia

Led team focused on collections and recoveries to accomplish goals, surpassing established goals.

Determined priorities and set policies for collection practices.

Supervised and directed team to keep projects on-track and tasks prioritized.

Updated system information, making appropriate changes to documentation.

Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

Led teams focused on collections and compliance to accomplish surpassing established goals.

Put compliance policies, procedures and monitoring in place for the company.

Vice President of Operations and Compliance 10/2003 to 11/2017

FAC And MCS – Norfolk, Virginia

In charge of building call centers from the ground up to completion including cost analysis, estimates, finalization of purchase, implementation and build out.

Directed staff of 60 plus managers and employees in all accounts receivable and accounting functions related to the call center as well as a legal department, location department and payment processing department.

Managed KPI's, worked closely with accounting with financial analytics, forecasting and budgeting.

Loan servicing responsibilities including presenting and meeting with bank, state and federal auditors and regulators, development, and oversight of risked based pricing, refinance, and rework programs.

Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands

Increased company profits through performance optimization strategies and efficiency improvements by 15% annually.

Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.

Identified opportunities to improve business process flows and overall departmental productivity.

Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.

Established clear management goals and devised systems to track results for effective decision making.

Led operational team in creation, roll out and management of new product lines.

Established a new compliance department for entire company to include but not limited to credit, collections, marketing, sales, E-commerce as well as administrative.

Established performance goals for department and provided methods for reaching milestones.

Hired and managed employees to maximize productivity while training staff on best practices and protocols.

Evaluated product development strategies and prepared alternative approaches to exceed goals.

Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.

Corporate Trainer Manager

03/1998 to 10/2003

CPS – Chesapeake, Virginia

Managed 25 loan serving employees as well as trained and managed over 300 plus individuals for onboarding through our mergers and acquisition process program.

Project management, Call Center Management of inbound and outbound calls on an average of 240 per day and Strategic Planning.

Conducted orientation sessions and organized on-the-job training for new hires.

Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.

Assessed skill gaps for employees in collections department and developed training courses to meet identified needs.

Reviewed and edited all training materials for accuracy and company policy compliance.

Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

Led daily, weekly, and monthly coaching, counseling, and feedback sessions.

Developed departmental systems and procedures to better align workflow processes.

Analyzed effectiveness of training programs at all levels and recommended updates.

Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.

Trained new hires to perform cross-training exercises with experienced workers.

Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing enterprise targets.

Communicated all learning and performance objectives, schedules, and training assessments to upper management.

Education

Paralegal Studies 05/1993

Old Dominion University - Norfolk, Virginia

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