jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom summary bilingual bpo accounts receivables management professional offering 24 years customer service 11 years call center management experience background includes collaborating senior management strategic planning policy procedure development goal setting compliance management staff training development skills new hire onboarding technical departmental documentation workflow design implementation troubleshooting managing multiple departments experience client success specialist 112021 current securitas electronic security young america mn inventory management projections setting running auto dialer system complaint resolution proficient microsoft office promoted senior operations manager client success specialist serve liaison organization clients main point contact manage client expectations communicate client needs deliver complete customer satisfaction collaborate departments across entire organization including human resources compliance training development operations qa wfm clients senior operations manager bpo green dot bank 022021 112021 cae new york ny promoted operations manager senior operations manager managed offshore customer service operations five separate lines business go2bank green dot core rapid paycard banking service bowsoc med cctech managed offshore staff consisting six operations managers 350 voice chat social media backoffice agents spread across philippines jamaica mexico nicaragua guatemala egypt ensured client kpi metrics metexceeded monthly ensured performance metric deliverables completed sent required deadlines ensured proper root cause analysis remediation glide paths improvement completed underperforming agents products operations manager bpo green dot bank 102020 022021 3m companies alexandria mn promoted default resolutions specialist operations manager managed rapid paycard line business staff 50 offshore bilingual customer service agents located tijuana mx ensured client kpi metrics metexceeded monthly ensured performance metric deliverables completed sent required deadlines default resolution specialist us dept ed 102018 102020 unifin inc city state worked borrowers set loan rehabilitation plans located responsible parties using advanced research skills adhered company standards federal guidelines fair collection practices training manager 012016 032017 gccaffinity global city state led training classes first third party collection products recorded instruction later use analyzed departments training needs developed new training programs based upon data collected determined course objectives found wrote course materials cover topics presented training information via role playing simulations team exercises collections manager bank america 112015 012016 gccaffinity global city state managed first party collections team 25 agents completed ongoing monitoring coaching development collection staff ensure client standards federal guidelines fair collection practices followed daily basis training supervisor 032015 112015 van ru credit corporation city state onboarded completed training new hires us department education contract addition multiple 3rd party credit card medical private student loan clients created updated curriculum exams improve agent retention ensure successful graduation strong agents supported onboarding new employees hosting orientation sessions organized handbook course documentation participants collections supervisor us dept ed 122013 032015 van ru credit corporation city state managed collections team 15 agents averaged averaged 104 monthly collection goals provided ongoing coaching development collection staff ensure compliance recovery targets exceeded consistent basis senior collections manager 052012 122013 law office john c bonewicz pc city state managed multiple departments nationwide debt collection law firm purchased student loan credit card debt achieved first place ranking purchased student loan portfolio within first 90 days employment managed backend collections department averaged 119 monthly collection targets education training high school diploma 061996 roberto clemente community academy high chicago il languages spanish negotiated