Results-focused management professional offering 15 years of progressive leadership experience. Transforms high-potential staff and successful in building and motivating dynamic teams that is critical to financial and operational success.
MS Office proficient
E-learning software design experience with Articulate and Easygenerator
Supervision and training
Time and resource optimization
Departmental Operations Management
Complex problem solving
Forecast for short and long-term staffing
expenses by $1,886,500 in the 1st and 2nd
quarters of 2015
Client satisfaction survey results increased 25 % in the 1st quarter of 2015.
Executed below charge
off budget by 1.2 million dollars in 4th quarter of 2014
Developed process controls for all departments and wrote standard operating procedures
Designed audit process to track performance weekly, monthly, and quarterly to drive the divisional performance.
Teespring IncHebron, KYOperations manager - Training and Development09/2016 to 02/2017
Design and develop training programs for temporary employees, current staff, and all levels of management.
Implemented standard operating procedures for the fulfillment site
Aligned divisions with lean manufacturing methodologies
Trained management on performance coaching methods
Established working relationships with all levels of leadership
Developed Process controls for all departments and standardized all operations by documenting a standard operating procedure to better align with lean operations.
Designing web based training for apparel designers to increase performance in marketing and sales.
Designing career development programs to increase employee performance and reduce attrition.
Implementing direct hire program and developing targeted selection training for management.
Coordinate e-learning platform to implement compliance with Environmental Health and Safety Standards.
Assist with environmental health and safety to establish annual compliance training in accordance with OSHA.
Citi BankFlorence, KYASSISTANT VICE PRESIDENT/ SR. COLLECTIONS SUPERVISOR02/2012 to 09/2016
Management of 40-50 direct reports.
Direct strategic initiatives around federal collection laws and internal policies.
Ensure KPI's are met through agent performance
Forecast for long-term staffing and daily scheduling
Lead, motivate, and coach contact center agents and provide consistent and constructive feedback
Establish priorities, schedule daily work
Monitor the quality and quantity of work performed by the department and the individuals
Conduct mid-year and year-end performance assessment of direct reports
Develop strategy changes for workflow management, compliance, operational protocols
Maintains client focus and drive customer satisfaction surveys
Assess risk/reward relationships and make apply sound ethical judgment in business practices.
Identify risks, assess them, monitor them, and escalate them if needed.
Conduct development and career planning
Retain high performing employees and take action to develop under-performers.
Taught weekly internal classes to more than 20 new employees per class
Conducted small group and individual activities based on differentiated learning needs.
Zwicker & AssociatesHebron, KYTRAINING AND COMPLIANCE MANAGER01/2009 to 02/2012
Managed 20-30 direct reports
Taught weekly internal classes to more than 50 employees.
Developed and delivered all technical training materials.
Developed a call calibration program to coach agents, increased collections by 21% and reduced the referrals to litigation by 33%.
New client contract, bid development, research and writing.
Design and develop policies and procedures to ensure compliance with client contracts.
Client services and internal auditing to ensure compliance contractual obligations.
Designed and developed training materials (leaders and participants guides)
Designed and developed new presentations and educational aides for new hire training classes.
Facilitated new hire training classes.
Premier Recovery, IncFlorence, KYDIRECTOR OF TRAINING AND DEVELOPMENT, RECRUITING MANAGER08/2008 to 12/2008
Developed a 120-page training manual, in both hard and soft copies.
Monitored training costs and created budget reports for management.
Increased client base placements by 21% in 2 months.
Decreased turnover by 35% and increased staff by 31%.
Wrote and published new policies and procedures in regards to protection of confidential information.
Designed and implemented training curriculum that included leaders guides, participants guides and formal job aides.
Training programs developed include: FACS computer system training tutorial,"The Performance Edge" training manual (new hire orientation 2 week course), GLBA training, safeguarding non-public personal information.
SallieMaeHorseheads, NYSR. TRAINING MANAGER02/2001 to 06/2008
Managed 15-20 direct reports in multiple sites.
Won the "Presidential Excellence" award as the employee of the year out of the 13,500 employees in 2005.
Led learning enhancement improving academic and people skills needed for success in the workforce.
Designed and developed supervisory developmental programs to reduced turnover by 11%.
Reduced turnover by 37%with redesigned new hire orientation program.
Designed and developed client specific contract training programs which increased client placements by 28% year over year.
Designed and developed computer systems training to include FACS, EAGLE, MS Excel and MS Outlook.
Expert on all collections and credit regulations
Manage outside vendors relations.
Started a new call center in Horseheads, NY.
Awarded the Sallie Mae Excellence Award for 2005.
Awarded the "We Stand Behind Our Customers Award" for excellence in customer service.
Bachelor of Science:Business AdministrationAshford University, Clinton, IA
MBA:Organizational ManagmentAshford University, Clinton, IA
Hogan Township Volunteer Fire Department - Firefighter & Treasurer / Grant Writer
Cincinnati Reds Urban Youth Academy - RBI Program 13u catchers coach
Lawrenceburg Speedway Fire and Rescue - Firefighter / Extrication Specialist
Customer service / collections Software: Salesforce Service Cloud, LiveAgent FACS, Eagle
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