FlexRevolutionDirector of Operations
Feb. 2021 - Nov. 2024RemoteAt this role, I led operational improvements and streamlined processes to enhance efficiency. Managing daily operations across phone, chat, text, and email, I ensured seamless communication and top-tier customer support. I also worked closely with Compliance, Accounting, Legal, and Finance teams to keep everything aligned with state regulations. Some of my key achievements here includes: * Directed setup of offshore call center operations, including installation of IVR systems and call recording solutions. * Established and implemented a third-party collections strategy, raising recovery rates for past due accounts and improving account recovery. * Developed and documented new loan type and management system, enhancing store performance and loan compliance. * Created training documents to streamline processes for 100 stores, enhancing uniformity and adherence. * Led a centralized title loan management team, boosting collection and recovery efficiency.