PROFESSIONAL EXPERIENCE
Career Break – Caregiving
May 2024 – Nov 2024
Provided full-time care for aging parent, managing daily activities, medication, appointments, meal prep, and coordination with healthcare providers.
Griffith Energy Services, Inc. – Credit and Collections Manager
Oct 2022 – May 2024 | Columbia, MD (Hybrid)
- Managed a call center team of ten handling credit/collections for three divisions across five locations.
- Resolved escalated customer complaints and Attorney General/BBB cases.
- Oversaw a 1,000+ account portfolio, improving collection rates and reducing bad debt.
- Maintained strong client relationships, particularly with top one hundred clients, reducing DSO.
- Approved fuel deliveries and agency placements for accounts up to $1M.
- Enhanced internal Energy Assistance Program processes across multiple states.
- Provided executive reports on delinquent accounts to drive strategic decisions.
Adtalem Global Education – Sr. Manager, Bursar Operations
Jul 2010 – Oct 2022 | Columbia, MD (Hybrid)
- Led a 25-member financial account management team.
- Drove enrollment and retention through outbound calling campaigns.
- Oversaw international billing/collections operations in Poland and for four online schools.
- Developed new hire training and leadership resources.
- Contributed to budgeting, bad debt forecasting, and recovery strategy development.
- Proficient in Banner, PowerFaids, Office 365, and Salesforce.
Sallie Mae – Unit Collections Manager
Nov 2009 – Jul 2010 | Newark, DE
- Managed fifteen reps handling private/government loan collections and deferment processing.
- Promoted monthly to lead progressively delinquent portfolios, including charge-off.
- Consistently exceeded performance targets.
JPMorgan Chase – Team Manager
Apr 2009 – Nov 2009 | Frederick, MD
- Supervised thirty agents in Specialty Collections; team consistently met performance goals.
HSBC (formerly Metris Companies) – Senior Manager / VP
Sep 1999 – Aug 2008 | White Marsh, MD
- Led call center teams of 250+, including collections, skip tracing, and clerical units.
- Directed auto-dialer optimization, training initiatives, and leadership coaching programs.
- Recognized for top national roll rate performance and training excellence.
Metris Companies – Supervisor
Jan 1997 – Sep 1999 | White Marsh, MD
- Supported site startup and led new hire training.
- Managed collection unit operations, quality monitoring, and delinquency reduction.
Chevy Chase Bank (Capital One) – Collections Supervisor
Sep 1992 – Jan 1997
- Supervised up to twenty collectors, delivered coaching and training materials, and ensured compliance.
