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Work Background
FlexRevolutionDirector of Operations
Mar. 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.
Conn's HomePlusSenior Manager Credit Authorization
Oct. 2018 - Dec. 2020San Antonio, TexasAt this role, I supervised a team of 40 agents, managing 5,500 credit applications weekly in a fast-paced call center. I implemented quality assurance programs to improve call handling and audits while refining lending strategies and KPI plans. I drove process improvements, tested system enhancements, and developed detailed documentation. Passionate about optimizing customer service, I researched and built online tools to strengthen our knowledge base. Some of my key achievements here includes: * Led rollout of Live Vox communication systems for 150+ agents, crossing six departments, boosting productivity. * Recruited and trained teams across multiple call centers, ensuring smooth operations for 130 stores with 16-hour coverage.
Volt Workforce SolutionsQuality Assurance Operations Manager
Apr. 2018 - Sep. 2018San Antonio, Texas AreaAt this role, I managed QA operations across two locations, managing a team of 20 coaches to boost performance and compliance with COPC standards. By forecasting budgets and KPIs, I kept our goals aligned with objectives while driving client satisfaction. I collaborated across departments to streamline processes, align site procedures with QA metrics, and foster teamwork. Some of my key achievements here includes: * Re engineered quality calibration processes, enhancing accuracy and adherence to operational requirements. * Revised SOPs, providing robust training for managers and coaches to enhance operational consistency and efficiency. * Successfully managed the QA program for a major company operated by the BPO.
UDPSales Associate
Oct. 2017 - Apr. 2018San Antonio, Texas AreaAt this role, I created and refined onboarding materials to ensure a smooth transition for new clients. Using creative strategies, I attracted prospective customers while building lasting relationships through personalized service and clear communication. By analyzing market trends, I gained insight into customer needs, allowing me to fine-tune sales approaches and drive successful client acquisitions. Some of my key achievements here includes: * Expanded customer base by organizing strategic sales exhibits and conducting on-site meetings, enhancing business growth and market presence. * Set up Sales Force system to streamline proposal handling for companies. * Implemented new billing systems for clients by establishing clear processes and procedures.
Clear Channel OutdoorSupervisor
Mar. 2016 - Aug. 2017At this role, I managed a team of 10 in crafting national account RFPs and managing proposal processes. I conducted regular meetings to ensure procedural compliance, promoting a culture of consistency and continuous improvement in proposal development. Some of my key achievements here includes: * Automated reporting for collections and billing by creating Excel and Access macros, enabling seamless on-demand report generation for smoother monthly closings.
* Centralized database and reported projects, improving information accessibility and data-driven decision-making.
Ricoh Americas CorporationSupport/Inside Sales Manager
Apr. 2008 - Jan. 2016Virtual
IKON Office SolutionsInside Sales Process Supervisor
Sep. 2006 - Apr. 2008Houston, Texas Area
IKON Office SolutionsInside Sales Process Specialist
Oct. 2005 - Sep. 2006Houston, Texas Area
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