Serve as a key team member in various roles throughout all levels of management within the organization, a collection services company providing third-party debt collection for a variety of customers and customer care call center operations. Initiated multiple programs and initiatives to streamline processes and operations, which resulted in more than a one-third cost reduction across all facets of the company through budget control, waste elimination, control of internal shrinkage and loss, and implementing detailed cost-effective processes.
A versatile team leader skilled in employee motivation, staff training and development, and creating morale improvement initiatives, including a client retention platform and employee enthusiasm program. Responsible for human resources duties including hiring and termination processes, payroll administration, and policy and procedure administration. Financial reporting management for accounts payable and receivables, bank reconciliation, individual call center budget management, and bookkeeping. Served as a lead contract negotiator for vendors and clients, which resulted in successful outcomes as a result of relationship building efforts with other parties. Successfully resolved client and customer conflict escalations.
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