Derek Smith

Experience

• 

  PayPal

  Mar 2010 - Mar 2012

  Team Lead Collections

  • Managed teams of 12+ agents with individual, group, and team discussions to help improve/maintain accuracy in work• Was selected to become an interim supervisor which ultimately led to being direct leadership for our internal JEP program• Interviewed internal/external candidates• Conducted Quality Assurance meeting with agents to keep company in compliance with all state/federal guidelines• Performed call calibrations on all business levels to ensure coaching, training, and feedback is in sync among the various departments• Analyzed dialer stats to review daily agent production Show less

• 

  LRC

  Jun 2012 - Feb 2014

  Quality Assurance Team Lead

  • Conduct interviews to fill the QA Senior position• Created internal contests to build team morale• Worked hand in hand with Bank of America SSOT’s to properly align internal scripting• Implemented new coaching/mentoring tactics• Review all compliance issue related phone audits prior to sending them out• Compile weekly reports displaying each departments score broken down by agent• Developed Inflight QA to provide instant feedback to agents• Created new audit forms to grade agents calls• Simplified internal definitions of what the agents are scored on Show less

• 

  Progressive Financial Services, Inc

  Apr 2014 - Oct 2014

  Internal Auditor
• 

  Specialized Loan Servicing

  Nov 2014 - now

  Process foreclosures for large banking institutions.

  • Blue Prism RPA Process Controller

    May 2018 - now

  • Blue Prism RPA Process Modeller

    May 2017 - now

  • Business Controls Analyst

    Oct 2015 - now

  • Foreclosure Specialist

    Nov 2014 - Oct 2015