Experience

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  Capital one

  Mar 2000 - May 2005

  Front line operations manager

  Manage a team of collectors within the Recoveries department

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  Friedman's jewelers

  Jun 2005 - Nov 2006

  Collections manager

  As the Collections Site Manager, I was responsible to:- Manage daily operations and facilities for regional collection center of 3 supervisors and 35 call center associates. - Forecast business decisions necessary to increase and sustain productivity and performance while impacting business goals. - Dive overall business success while increasing $200/hr monthly productivity expectation by as much as 100%- Train and develope as many as 30 staff members in ‘soft skills’ including skip tracing, negotiating, and effective listening to manage difficult customer relationships and interactions with a constant focus on customer retention. - Provide constant input to increase efficiency via technology improvements. VOIP telephony upgrade from analog. - Upgrade from DSL network connectivity to T1. Show less

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  Capital one

  Nov 2006 - Jun 2009

  As the Extended Operations Manager (Agency/Vendor Manager), I was responsible to:- Act as primary point of contact for third parties and manage an effective governance structure to enable the appropriate level of communication and interaction between Capital One and third parties - Deliver year over year cost savings with managed third party relationships - Assist in development and execution of category/supplier strategies - Partner with internal budget owners to deliver against operating or marketing budgets - Partner with appropriate stakeholders on negotiations for all managed third party relationships - Ensure accurate invoice review, reconciliation, and payment - Monitor and ensure successful delivery against third party contractual obligations - Assist in developing and monitoring key performance indicators for third party relationships Show less As the Senior Department Operations Manager, I was responsible to: - Monitor and manage work flow to impact departmental performance, leveraging associate insight and experience to test, improve, and implement processes for gained efficiencies, saving as much as $1M monthly.- Promote a collaborative team environment, intra-team and across functional teams, honoring open door policy and promoting communications and associate ideas, input and concerns.- Provide coaching on areas of improvement, growth, and professional development, including job performance coaching, offering opportunities to promote and support advancement.- Set commission targets for department including, managing to a $200K budget, while delivering cost per dollar recovered goals. - Serve as business lead on multiple projects to drive accountability in cross-functional areas including IT, Project Management office, Compliance, and Operations- Develop and refine internal benchmark to compete with external suppliers - Manage teams of up to 200. Show less

  • Extended Operations Manager (Agency Manager)

    Jul 2008 - Jun 2009

  • Department Operations Manager

    Nov 2006 - Jul 2008
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  Ars national services

  Jun 2009 - Apr 2016

  As the Vice President and head of strategy and analytics, I was responsible to:- Design and perform analysis on key operational drivers of company performance including workforce management, portfolio valuation, and resource optimization- Build relationships with internal customers such as call center leadership and assist them with analytical and reporting needs.- Build relationships with external clients to ensure their reporting and analytics needs were met in an accurate and timely fashion.- Develop future purchasing and scoring models.- Utilize large amounts of data (millions of records and data) to build models and predictive reporting.- Select, conduct contract negotiation, manage, and off-board business-critical vendor relationships.- Serve as lead member of the company's CRM systems conversions teams. - Assist in the design of post-conversion data and analysis infrastructure.- Collaborate with key operations, IT, finance, and quality personnel to make recommendations on operational strategies.- Manage strategy and analysis team including software engineering and analysts- Develop process efficiencies including create innovative letter development and delivery process strategy. - Hire, train, coach and motivate staff of analysts.- Lead team of developers in created software to improve efficiencies throughout organization. Show less As the site director for call center operations of non-traditional revenue streams, I was responsible to:- Provide consistent and effective direction to management and contact center staff- Participate both strategically and tactically in the development and implementation of portfolio treatments- Create results focused culture with high level of accountability- Ensure accurate, efficient, and immediate response to client requests- Ensure internal and external compliance standards were consistently met- Motivate account representatives by setting clear expectations, developing and implementing employee recognition programs, and holding others accountable- Coach and develop managers, supervisors, trainers, and support staff creating meaningful career paths- Work with human resources in the prevention and resolution of employee relations claims- Study and standardize procedures to increase productivity - Manage call center team of up 100 contact center staff. Show less

  • Vice President of Strategy & Analytics

    Dec 2012 - Apr 2016

  • Site Director - Contact Center

    Jun 2009 - Nov 2012
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  Zestfinance

  Apr 2016 - Aug 2017

  Head of operations

  As the Head of Operations for ZestFinance, I was responsible to:- Lead internal and external teams of operational support for all elements of multiple lending businesses- Formulate business strategies with others in the executive team- Design policies that align with overall strategy- Implement efficient processes and standards- Coordinate borrower service operations and find ways to ensure borrower retention- Ensure compliance with local and international laws (e.g. data protection)- Oversee the implementation of technology solutions throughout the organization- Manage contracts and relations with vendors, partners and other stakeholders Show less

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  Bluechip financial

  Aug 2017 - now

  Chief executive officer

  As the CEO at BlueChip Financial. I am responsible to:- Communicate on behalf of the company, with ownership, government entities, and the public- Lead the development of the company’s short- and long-term strategy- Create and implement the company or organization’s vision and mission- Evaluate the work of leaders within the organization and provide guidance as needed- Maintain awareness of the competitive market landscape, expansion opportunities, industry developments, etc.- Ensure that the company maintains high social responsibility - Assess the risks to the company and ensuring they are monitored and minimized- Set strategic goals and make sure they are measurable and describableBlueChip Financial provides a short-term loan product designed to help underbanked people gain access to credit at a cost to the consumer at close to half of many competitors. Through this short-term installment loan product, Spotloan, BlueChip has helped revolutionize the way people get access to emergency loans and uses sophisticated machine learning and big data for fraud detection and payback prediction in its underwriting models. Show less