Qualifications:

* Over twenty five years call center experience

* Ability to interact with all levels of professional and management staff
* Consistently succeed at increasing responsibilities
* Excellent facilitation and time management skills
* Bilingual: English/Spanish
Professional Experience:
BARCLAYS CAPITAL, OCWEN Financial Corp., HomEq Servicing: Business Analyst II 08
/1998 - 10/2010
* Managed day to day operations for Collections Strategies Unit; supporting Aspe
ct Ensemble product and trained in Aspect UIP autodialing system.
* Coordinated activities of technical system personnel, internal network technic
al personnel, telephone system vendor personnel, auto-dialer system vendor engin
eers and other third party vendors.
* Researched and evaluated available technology for alternative solutions and ma
king recommendations on how to improve operating systems and practices.
* Maintained reporting suite with up to date data requirements using MS Access w
ith experience in reporting for trends of statistical significance to provide bu
siness recommendations. Created database for HR department to track employee tra
ining for use in career development.
* Analyzed IVR call routing logic for call center and working with Telecommunica
tions team to ensure Inbound Call routes are maintained according to business re
quirements.

The Money Store: Senior Collector - 1996-1998

* Supported a Collections Unit of eight direct reports.
* Maintained the daily Outbound Call Distribution assignments for all stages of
delinquency.
* Evaluated collection strategies, maintained agent production reports and coord
inated all aspects of collector training and supervision of multiple teams.
AT&T Wireless Services: Accounts Receivables Manager - 1994-1996
* Directed group of twelve representatives. Managed daily auto-dialer campaigns.
* Developed unit within department that netted an expense savings of $1M in two
years. Coordinated all facets of Outside Collection Agencies.
* Provided leadership, training, coaching and performance evaluations.
McCaw Communications/AT&T Wireless Services: Accounts Receivable Analyst - 1988-
1994
* Maintained customer service billing information database for multiple markets
and responsible for Outbound and Inbound collection efforts. Responsible for col
lecting for non sufficient funds on equipment purchases.
Education:
* California State University, Chico - BA Communications
Technical Skills:
MS - Excel, Word, Access, PowerPoint, SQL