Dey’s End Consulting: Senior Consultant, 2014 – Present

Director (Contact Center)

§ Responsible for overall operation of site, while strategically partnering with C-level executives to ensure critical and deadline-driven transformation of key areas:

·               Developed/directed execution of recruiting and hiring strategies (resulted in site growth of 45%);

·               Created/implemented coaching program, achieving record performance four consecutive months;

·               Established a culture of excellence and a focus on morale, reducing attrition (annualized) by 23%.

 

Business Process Analysis

§ Contracted by a government agency to improve their current vendor management process: 

·               Through workflow and design analysis, identified areas of opportunity and utilized business process engineering to enhance key tasks;

·               Improved business procedures by outlining tactical differences in comparison to industry best practices;

·               Using impact and gap analysis, constructed remediation strategy complete with process design and implementation scheme.

§ Contracted by a legal service to create its software procurement strategy: 

·               Using research and analysis, assessed current vendor relationship and developed risk/benefit study;

·               Designed and implemented scoring methodology for business requirement specifications;

·               Created business case and presented recommendation that resulted in over $1M of savings.

§ Contracted by a major bank to assess and remediate risk due to proposed rule changes to the Fair Debt Collection Practices Act by the Consumer Financial Protection Bureau:

·               Gathered required documents through focus groups, document analysis and interviews;

·               Analyzed risks, gaps and financial implications of remaining business-as-usual, and provided recommendations and move-forward strategies to obtain compliance.

§ Contracted by a financial services company to develop and implement an entry strategy into government contracting (GSA Schedule Award):

·               Defined scope of project and developed success plan that defined key goals and objectives;

·               Assessed target market: history, size, trends, competition, available market share and cost.

§ Contracted by a financial services company to respond to an RFP for work on the Department of Education student loan portfolio:

·               Drafted/managed response to Department of Education’s complex RFP solicitation;

·               Facilitated development of proposal strategy, coordinating project with CEO and legal counsel.

§ Contracted by a government agency to improve their financial transaction management process: 

·               Drafted preliminary analysis through research of internal work methodologies compared with those from multiple external sources;

·               Created improved standard operating procedure designed to enhance financial gain, improve customer partnerships and create greater job satisfaction for employees.

 

§ Contracted by a major retailer to create and implement their contact center training program:

·               Designed training program used to exceed client specific sales and customer service objectives;

·               Assisted in the development of KPIs to help measure/drive productivity in performance-based environment;

·               Program results exceeded expectations and set new records for revenue targets.

 

Comcast: Operations Manager (Center of Excellence), 2009 – 2014

·   Built company’s first Center of Excellence, focusing on customer retention, sales and satisfaction;

·   Developed effective KPI and incentive program, resulting in quarterly growth of between 1.5% - 3.0%;

·   Responsible for growth, development/performance of 125 employees and 10 exempt-level leaders;

·   Coached and developed new and underperforming leaders, resulting in organic growth;

·   Received highly-effective annual reviews for fostering teamwork and accountability, while continually raising the performance bar and ensuring outstanding customer service;

·   Creatively solved call-center layout problems resulting in lowered average handle time;

·   Appointed regional SME to assist other regions with retention strategies.

 

Target Financial Services: Vendor Manager, 2006 – 2009

·   Managed Visa and Red Card portfolios ($200M of revenue and nine agency relationships);  

·   Increased year-over-year revenue by 12% in both networks;

·   Target India, business process manager (oversaw compliance audits, reducing error rates by over 20%);

·   Performed annual agency audits (recognized by internal compliance division for excellence);

·   Led a last-place team into first place for six consecutive months;

·   Devised recovery strategy adopted by late-stage division that improved recovery and roll-rates by 22%;

·   Developed, planned/facilitated career fairs to support the objectives of career-focused employees;

·   Circle of Excellence Award; Leadership in Action Award; Mentorship Program; Diversity Council.

 

iQor: Administrative Collection Manager, 2004 – 2006

·   Responsible for an increase of 15% in debt recovered during first year;

·   Audited administrative and collection processes to ensure compliance with U.S. government contract;

·   Oversaw and maintained all financial processes including federally issued wage garnishment orders, bankruptcy cases and in-house check printing.

 

NCO Financial Systems: Collection Department Manager, 2002 – 2004

·   Supervised and coached 20 collectors;

·   Integral to achieving and maintaining first-place ranking with client.

 

Education

·   B.A., Augsburg College—Minneapolis, MN: 1998.