Decker Island Coffee

- Launched a specialty coffee startup via acquisition, managing the relocation of the production facility.
- Achieved consistent revenue growth.
- Established a streamlined process through industry-specific research.
- Emphasized supply chain improvement and lasting client relationships.
- Utilized marketing strategies to boost sales.

Owner

Santander Consumer USA

- Oversee a 15-person team responsible for distressed auto loan and lease resolution.
- Provide mentorship and training based on KPI monitoring.
- Advise and implement policy and procedural changes.
- Foster engagement in a remote workspace through various communication channels.
- Motivate and drive both team and personal goals.

Manager, Late Stage Servicing

ARS National Services

- Provided insights on staffing, training, and contact center technology.
- Conducted forecasting, performance reviews, and business presentations.
- Ensured KPI and scorecard objectives were met and exceeded.
- Reviewed and improved processes and workflows.
- Interpreted operational data for clients and leadership.

Site Director

- Mentored management team for enhanced performance.
- Led a team of collection managers and over 40 collectors, focusing on employee development.
- Maintained high communication standards, confidence, and compliance.

Senior Production Manager

Credit Control, LLC.

- Developed and managed a department servicing a large retail chain, achieving significant revenue growth.
- Oversaw domestic managers and a staff of collectors.
- Intricate management of offshore BPO relationship.
- Monitored time and attendance, campaign planning, and quality control.

Collections Manager

Mercantile Adjustment Bureau, LLC

- Increased liquidations through targeted demographic strategies.
- Collaborated with the site leader to address operational challenges.
- Optimized department efficiency and maintained high employee morale.

Elite Recovery Services, Inc

- Assisted in building a new auto deficiency division.
- Hired, trained, and developed a team of collectors.
- Exceeded liquidation benchmarks and developed internal skip tracing.

Team Lead

- Supervised a 40-person unit servicing diverse client streams.
- Developed a dedicated dialer team.
- Implemented advanced training programs.

Vision-driven manager with a strong track record in operations and collections management, skilled in aligning strategy with efficient operations and fostering team development. Expert in process improvement, data analysis, campaign management, cross-functional collaboration, and client relationship management. Known for effective problem-solving and project management. Exceptionally dedicated and communicative professional.

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