A strong leader offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with an entrepreneurial attitude.
Client account management
Building internal and external partnerships
Employee career development
Training and development
Initiated a quality assurance process which resulted in ensure that the Fair Debt Collections Practice Act was met within the company decreasing client complaints by 50%.
Spearheaded new payment process program which decreased the payment intake processing time by one minute as well as positively increase the client experience.
Created a new departmental huddle process resulting in a 25% increase in meeting KPI monthly.
Launched well-received process of a professional development course that was utilized throughout the entire company for new hired managers.
Contact Center Manager, 05/2016 to 11/2016Voya Financial － Jacksonville , Florida
Managed a team of 19 Client Services Representatives that handle bilingual call for full service and record keeping.
Carry out day to day operation of a Contact Center function.
Accountable for reviewing and ensuring team and department goals are met.
Analyze client surveys and calls to ensure processes are being performed in accordance with government regulated policies.
Participating in hiring, developing and career growth taskforce to ensure low attrition and high employee morale.
Lead strategic improvement initiative to improve processes that will positively affect the company's KPI, specifically Client Experience.
Unit Manager, 04/2012 to 05/2016Everbank － Jacksonville, Florida
Led a team of 18 Client Services Representatives including the Call Center Administrative Assistant in which I carried out daily manager responsibility; review employee performance daily and provide feedback.
Analyze client survey reports to ensure processes are being performed in accordance with government regulated policies.
Participated in taskforce with various departments within the company to incorporate a new payment system in which I analyzed and provided feedback of the new system's process.
Participated in the return mail taskforce with the Mail Operations Department which ensured the proper delivery and handling of the mail throughout the entire company.
Developed a training presentation and material for a Fee Waiver Compliance Training that ensured the company is following the UDAAP regulation.
Department Manager, 02/2008 to 05/2010Palmer, Reifler & Associates － Orlando, Florida
Led a team of 30 collectors ensuring collection processes were performed in compliance with policies and regulations.
Manage responsibilities such as performance management, procedural inquiries and escalated calls/issues.
Created and implemented work schedules for the collections staff to maintain proper phone coverage which included daily breaks, lunch and time off requests.
Created a Performance Improvement form to ensure the company performance standards where accomplished by month end.
Created and implemented a quality assurance process and worked closely with IT in developing a data base that stored the collector's performance.
Ensured that the collectors met the Fair Debt Collections Practice Act as well as complied with the company's policies and procedures.
Unit Manager, 02/2006 to 02/2007HSBC/Metris/Banco Popular － Orlando, Florida
Led a team of 10 collectors ensuring collection processes were performed in compliance with policies and regulations.
Managed responsibilities such as payroll, attendance, performance management, procedural inquiries and escalated calls/issues.
Coordinated weekly calibrations with quality control group focusing on employee improvement which resulted in individual as well as overall team recognition for the highest quality assurance.
Developed tracking form for employee time off resulting in standardized process implemented throughout the company.
Unit Manager, 02/2000 to 02/2006HSBC/Metris/Banco Popular － Orlando, Florida
Managed specialty retention team with up to 21 representatives along with overseeing outbound sales process for up to 250 representatives.
Completed monthly performance feedback with the retentions representatives and site leaders overseeing the outbound sales representatives.
Worked closely with internal business units to rollout new programs to the department.
Liaison for operations and the workforce management departments.
Participated in taskforce documenting of customer retention curriculum and training.
Developed supervisor procedures used in a Power of Performance program.
Subject matter expert of new supervisor training.
Research Development Supervisor, 02/1999 to 02/2000HSBC/Metris/Banco Popular － Orlando , Florida
Managed a team responsible for responding to customer written inquiries within the regulated allowed response time.
Accountable for utilized imaging system and ensuring all documentation received was stored accordingly.
Created a tracking system for all returned checks that was implemented throughout the company.
Customer Service Lead, 02/1997 to 02/1999HSBC/Metris/Banco Popular － Orlando , Florida
Handled escalated issues and calls while providing representatives with help desk support.
Provided support with training of new hires and existing employees on upcoming projects.
Received quarterly lead performance award.
Customer Service Agent, 02/1996 to 02/1997HSBC/Metris/Banco Popular － Orlando , Florida
Handled inbound calls of various customer inquiries regarding credit card accounts including billing and disputes.
Worked in a fast paced environment handling 60-80 calls per day with in the company required AHT.
AA:Criminal JusticeEverest University South Orlando CampusCriminal Justice Dean's Honor Roll Award Winter Term 2010
Dean's Honor Roll Award Summer Term 2010
Hobbies: Running, painting and teaching Yoga
Network After Work - Business/Professional
Metris Companies Alumni
Operations Management, Multi-Unit Management, Project Management, Project Planning, Team Building, Leadership, Motivation, Call Center, Communication Skills, Bilingual, Cross-Cultural Communications, Employee Scheduling, Change Implementation, Management, Training & Development, Customer Service, Banking, Performance Management, Strategic Business Process Improvement, Budget Development, Problem Resolution, Organizational Skills, Client Experience, Sales, Time Management, Quality Assurance, Software Documentation, Hiring, Microsoft Office, Microsoft Excel, PowerPoint.