Collections Operations, Training, and Coaching
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ARM Leadership Professional with a proven record of performance, compliance, training and development, coaching, auditing, recruiting, consulting, and vendor management in results-oriented and collaborative environments. A team player, problem solver, and coach who has the skills to independently solve problems, build relationships, bring teams together, and improve morale through proven techniques. Experienced in the implementation of organizational change, achieving team goals, complaint management, motivating teams, and participating in a robust compliance program.
An energetic, independent, and innovative professional who is a team player and produces results.
Performance/Vendor Management Consultant at Mongoven Consulting (2024-06 – Present)
Working with a major university in Texas and other clients and advising them how to operate in a risky legal environment. Monitoring and Auditing outside collection agencies on compliance and performance. Writing policies and procedures on all relevant compliance topics including FDCPA, FCRA, REG F, TCPA, CFPB, etc.
Providing feedback, scorecards and other KPI data to motivate Agencies. Work with vendor team members at all levels from the CEO level, CCO, and the Manager level to devise strategies and maximize recoveries in a compliant manner. Designing new dashboards and scorecards.
Performance Vendor Manager at Cascade365 (2023-11 – 2024-05)
Motivate and monitor outside vendors (Agencies) to achieve maximum results in both revenue and compliance. Lead weekly Performance calls in addition to providing scorecards and other KPI data to motivate Agencies. Work with vendor team members at all levels from the CEO level, CCO, and the Manager level to maximize recoveries. Managed risk by deciding where to place accounts with outside Vendors. Accounts included Medical, Auto, Personal Loans, etc.
Coach, Auditor, and Sales at RevCycle, Inc. (2020-05 – 2023-05)
Began as a consultant reviewing Alliance and HBS phone calls on Call Miner and then coaching Managers, supervisors, customer service reps, and collectors on compliance, problem solving, negotiating, and recapping a call. Became a full-time employee working in sales and in coaching. Learned collections, quality control, and customer service in the medical field. Performed numerous audits in determining whether our Agency was adhering to client requirements.
Performance Vendor Manager at JH Capital Group (2016-05 – 2019-04)
Motivate and monitor outside vendors (Agencies and Law Firms) to achieve maximum results in both revenue and compliance. Lead weekly Performance calls in addition to providing scorecards and other KPI data to motivate Agencies. Work with vendor team members at all levels from the CEO level, CCO, and the Manager level to maximize recoveries. Managed risk by deciding where to place accounts with outside Vendors. Accounts included Auto, Credit Cards, Personal Loans, etc.
AVP of Outsourcing Management and Director of Outsourcing Management at Cavalry Portfolio Services, LLC (2004-12 – 2016-03)
Helped Cavalry Agency Vice President motivate and monitor outside agencies to achieve maximum results on both revenue and compliance. Spearheaded responses during a CFPB audit.
Collector to Office Manager at GC Services
After graduating from Loyola University Chicago, started as a collector working on the Department of Education contract (student loans) and worked up to office manager role.
Director of Collections at OSI
Worked as Director of Collections overseeing an office of over two hundred employees.
M.B.A. in Management and HR Management – University of St. Thomas
B.A. – Loyola University
