Open To Work
Denisse Duron
Yendo
MESA,AZ
Summary
Proven operations leader with 15+ years of experience across financial services and fintech, driving performance, customer experience, and operational excellence. Expertise in customer operations, BPO/vendor management, quality, collections, and distributed team leadership. Known for building high-performing teams, solving complex operational challenges, and translating data into strategies that drive business results.
1
Language
25
Years of experience
Work History
Collections Manager
11 Months- Led end-to-end collections operations across U.S.-based and international BPO teams, managing account oversight, escalations, operational controls, quality audits, and portfolio performance.
- Delivered an average 60% reinstatement rate among eligible recovered vehicles through targeted collection and customer resolution strategies.
- Directed onboarding, training, and operational implementation for BPO supervisors, establishing SOPs, procedures, and quality standards to enhance operational consistency.
- Established vendor governance standards using KPIs, business reviews, performance-gap analysis, and corrective action plans.
- Developed collections policies for new product launches, collaborating with Product, Compliance, Legal, Training, and Design for review, approval, and implementation.
- Optimized AI-driven outreach across SMS, voice, and digital channels, increasing outreach effectiveness by 30%.
Senior Manager, Loss Mitigation, Reinstatements
5 Years 5 Months- Owned and led post-repossession reinstatement operations, overseeing $4M+ in monthly collections and a distributed organization of 6 frontline leaders and 45 agents across multiple states.
- Developed and coached 6 frontline leaders in performance management and succession planning, enhancing leadership capabilities and establishing a pipeline for future management roles.
- Leveraged KPIs and operational performance data to identify gaps and implement process improvements, optimizing reinstatement operations.
- Collaborated with Recovery, Remarketing, Titles, Legal, Risk, Compliance, and Customer Service to resolve post-repossession barriers and execute effective reinstatement strategies.
- Created and delivered monthly business reviews to senior leadership, presenting performance trends, key risks, and strategic recommendations.
Collections & Customer Success Manager
5 Years 5 Months- Led and coached distributed teams of 15-18 frontline agents across multiple states, enhancing collections effectiveness through progressive leadership responsibility.
- Led and coached distributed teams of 15-18 frontline agents across multiple states, with progressive leadership responsibility from early-through late-stage collections.
- Managed executive and regulatory escalations, resolving high-volume BBB, Attorney General, and complex customer complaints through investigation and customer-focused resolution.
- Oversaw specialized bilingual customer service team, building cross-functional expertise and achieving a 95% monthly quality goal.
Development Center Coach
2 Years 4 Months- Led post-classroom nesting and production readiness for 60–70 newly hired collections agents, achieving 85% graduation rate.
- Created targeted training refreshers to address recurring knowledge and performance gaps identified through trend analysis and call monitoring.
- Evaluated agent performance and readiness using KPI scorecards, call calibrations, live listens, quality monitoring, compliance reviews, and knowledge assessments.
- Designed targeted training refreshers to close knowledge and performance gaps identified through trend analysis and call monitoring.
Escalations & Support Specialist
14 Years 11 Months- Resolved nationwide customer escalations, including complex disputes and Executive Office complaints, enhancing customer satisfaction.
- Identified process and system gaps through root-cause analysis of recurring escalations, informing targeted improvements.
- Assisted in managing service requests using internal ticketing systems to streamline operations.
Education
Bachelor of Arts - Business Administration
Associate of Applied Science - Business
Associate of Arts
Certificate - Organizational Leadership
Skills
KPI & Performance Management
Vendor governance
Policy & SOP Development
Leadership development
BPO & Vendor Governance
Operations Leadership
Distributed Team Leadership
Regulatory Compliance
Cross-Functional Leadership
Data-Driven Decision Making
Operational Policy Design
Client relations
Languages
Spanish (Highly proficient)
Timeline
Collections Manager
Yendo
06.2025 - 05.2026
Senior Manager, Loss Mitigation, Reinstatements
Bridgecrest
01.2020 - 06.2025
Collections & Customer Success Manager
Bridgecrest
01.2020 - 06.2025
Development Center Coach
JPMorgan Chase
09.2017 - 01.2020
Escalations & Support Specialist
CenturyLink
01.2001 - 12.2015
Mesa Community College
Certificate from Organizational Leadership
Mesa Community College
Associate of Arts
Mesa Community College
Associate of Applied Science from Business
University of Arizona
Bachelor of Arts from Business Administration