DIANA PIERSON

• Reduced operational risks by conducting comprehensive risk assessments of SLA aging complaints and providing targeted recommendations.
• Enhanced internal controls, ensuring compliance with regulatory requirements and enterprise complaint requirements.
• Collaborated with stakeholders to define project objectives and present recommendations to mitigate risk as it pertains to auto capture control reporting data
• Developed and delivered presentations for tracking and monitoring of risk-related issues for Technology Effectiveness as it relates to auto capture.

• Developed high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment virtually.
• Strategic partner assisting Credit Assistance senior leaders in integration of bilingual team for Customer Escalations improving client experience reducing wait time.
• Mitigating risk ensuring adherence to various process for 8 frontline units across Credit Assistance
• Risk management leading Inline Review employees overseeing quality assurance of complaint submissions

• Achieved project deadline consistently by closely monitoring progress and proactively addressing any potential roadblocks.
• Driving engagement, productive team environments, and increased performance with 25 direct reports virtually.
• Championed process improvements within Credit Assistance by identifying inefficiencies, proposing solutions, and leading change initiatives reducing system downtime across sites.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, personal development plans, and identifying top talent.

• Leading bi-weekly meetings working alongside site leadership to review and analyze critical metrics sharing recommendations improving performance at employee level
• Outline, improving, and distributing innovative learning action plans advancing talents of employees resulting in enhanced performance and customer engagement
• Analyzing teams daily performance via Tableau for 25 associates, addressing areas of opportunities while successfully coaching to various learning styles
• Developing new talent creating an innovative plan, building their brand resulting in career advancement

• Effectively deescalating collection calls in blended environment, providing solutions while executing excellent customer service
• Filed and resolved customer complaints in accordance with company policies and government regulations
• Consistently negotiated payments reducing delinquencies on past due accounts, while providing resolutions supporting various lines of businesses
• Reviewed, researched and corrected discrepancies resolving customer concerns

Late stage Collections/ Repossession 7/2018-11/2018

• Maintained contact information up to date following up on delinquent accounts, skip traced for no contact accounts, while tracking customer complaints
• Contacted clients with past due accounts to formulate payment plans reducing delinquency
• Accurately documented and assigned accounts for Repossession by assigned date

Account Ownership 12/2017- 6/2018

• Managed a portfolio of 150 accounts and effectively reduced delinquency on account 60-120 days past due with up to $75,000 balances
• Prevent impending loss and increase profitability through negotiation and enforcement of scheduled collection campaigns
• Effective Skip tracing to update new contact information for customer accounts

Mainstream Dialer 4/2017- 11/2017

• Routinely handled Inbound and Outbound collection call from early stage delinquency 1-59 days using an auto dialer system
• Negotiating payments while continuing to build a positive relationship with customers
• Engaged with teammates by running campaigns , sharing best practices and successfully increased promise to pay metric among my team

• Responded to 75-100 inbound calls per day in high call volume environment with a diverse clientele
• Accurately documented, researched and resolved customer service issues increasing customer satisfaction
• Developed personal organization and multitasking skills in a fast paced environment while executing excellent customer service