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Ruth
Servicing & Collections Director
Contacto
Competencias
Demonstrated experience with Strategic Planning & Execution.
Demonstrated experience with Multi-Department Operations.
Demonstrated experience with P&L and Profitability Oversight.
Demonstrated experience with Budgeting & Forecasting.
Demonstrated experience with Payroll & Compensation Approval.
Educación
Idiomas
Resumen
Servicing & Collections Director open to new opportunities
Experiencia
Servicing & Collections Director
Direct six departments — recovery, default, collections, payment processing, debt settlement, and legal assistant representatives — with full accountability for output and efficiency.. Own monthly performance targets for every department and report results and variances to the executive team.. Coach and develop managers and senior managers, building a leadership pipeline across the servicing organization.. Approve and oversee payroll, severance, bonuses, spiffs, commissions, and vendor invoices.. Escalate high-risk funding exposure and shifting market conditions to executives with recommended actions.. Manage departmental financials and profitability; report monthly loss figures to accounting.. Design and implement new servicing processes to keep collections strategy aligned with market reality.. Safeguard client financial health so merchants remain qualified for renewal funding.
Senior Sales Manager
Led a management layer of sales managers and their teams against monthly revenue goals.. Reported team and individual performance to senior executives.. Coached and developed managers on pipeline discipline, pitch quality, and closing technique.. Served as the second voice on unsold deals, recovering revenue from at-risk opportunities.. Administered payroll and commission processing for the sales organization.
Sales Manager
Managed a team handling qualified inbound lead transfers through to funding.. Oversaw the prequalification process and the submission package pipeline.. Advised representatives on pitch structure and objection handling to lift conversion.. Delivered against monthly sales goals and administered team payroll.
Operations Manager
Managed lead generation operations, including supervisors and lead generation representatives.. Monitored lead volume, quality, and profitability against campaign targets.. Flagged anomalies in lead performance to the marketing team for rapid correction.. Coached and developed supervisors into stronger frontline leaders.
Operations Manager
Oversaw seven departments supporting Samsung Canada home appliance customers.. Held customer satisfaction survey scores at positive levels across all supported lines.. Approved product recalls and warranty exchanges, and resolved property damage claims.. Supported online purchase assistance for the Samsung Canada website.. Coached and developed supervisors across the technical support floor.
Operations Supervisor
Supervised a floor of more than 45 service representatives and team leads.. Conducted real-time call monitoring, sustaining quality assurance scores above 8/10.. Handled escalated manager-level calls and complex merchant issues.. Delivered coaching and development plans for representatives and team leads.. Acted as a primary point of contact for client communications with Wells Fargo.
Team Lead
Supported a floor of more than 30 merchant service representatives.. Managed real-time floor operations: staff rotation, breaks, lunches, and permissions.. Took escalated supervisor calls and resolved complex billing inquiries.. Assisted with day-to-day client communications with Wells Fargo.
Team Lead
Supported a floor of more than 60 customer service representatives.. Managed real-time floor operations: staff rotation, breaks, lunches, and permissions.. Answered complex product questions and handled escalated supervisor calls.
Customer Service Representative
Assisted check writers whose checks had been declined at the point of sale.. Explained decline reasons clearly and advised customers on how to avoid recurrence.
Teacher — Pre-K Montessori Program
Taught a class of 17 children, including one student with severe autism, adapting instruction to individual needs.
Volunteer English Teacher
Taught English to 8th grade students to reinforce skills ahead of the coming school year.