Melody Jones

Company Overview: Short term loan company with 100 stores both franchise and company owned across 11 states. Loans included: PayDay, Title Loans and Installment Loans. Subsidiary of FlexShopper

• Established 3 contact center departments with the responsibility of loan approval, collections, Customer Support, title investigation handling inbound and outbound calling to customers.
• Established training program for all stores and corporate departments.
• Worked directly with multiple compliance agencies related to audit; both state and federal, to ensure audit results correctly reported to executive level.
• Directly managed 30 staff members in 3 departments.
• Established processes related to back-end accounting functions as well as customer handling.
• Established program related to customer fraudulent activity.
• Implemented telephony system across all lines of business and store locations to track key KPIs (CSAT, FRT).
• Established financial reporting for profitability leading to full visibility to leadership and franchise owners.
• Implemented audit program/software to understand improvements needed.
• Deployed collection process to increase collections within 45 days of acquisition.
• Reduced write off loans by 35%.
• Established Credit Risk program to allow for full visibility of customer trends.
• Optimized Processes related to Contact Center Work Force Management.
• Short term loan company with 100 stores both franchise and company owned across 11 states. Loans included: PayDay, Title Loans and Installment Loans. Subsidiary of FlexShopper

• Company Overview: Lease to own ecommerce company with no retail locations only online products. All leases are approved and funded via company website.
• Management responsibility for 3 contact center departments; in house, remote and third party.
• Documented all current processes (at hire) and develop continuous development program to enhance all training.
• Developed fraud prevention process to increase profitable leases.
• Developed all staff to reduce expenses.
• Implemented various programs to assist with reducing fraudulent transactions.
• Fully staffed third party call center to reduce expenses by 65%.
• Developed return payment process and systematic changes to allow for chargeback to account resulted in 45% increase in completed payments.
• Documented and trained lease approval team in fraud criteria resulting in 45% reduction in fraudulent loans within 30 days.
• Account management of specific accounts when warranted.
• Created digital customer self-service options within IVR and Web Chat creating a reduction 65% of phone calls within 45 days of implementation.
• Developed Quality Management (QA) program.
• Lease to own ecommerce company with no retail locations only online products. All leases are approved and funded via company website.

• Company Overview: Home goods retailer with over 150 stores in 11 states. Customers could apply for credit and purchase with little to nothing down based upon risk scoring and credit scores.
• Managed multiple departments related to Customer Support, service, delivery and credit authorization.
• Utilized multiple tools to establish identity of in store and online customers based upon risk scoring.
• Responsible for staffing in 4 call centers with over 60 agents processing credit applications.
• Coordinated with Risk department on weekly changes to credit scoring and acceptance rates.
• Documented all changes within processing of credit applications; trained staff on all changes.
• Utilized multiple software systems to detect and prevent fraudulent activities.
• Processed upwards of 5000 applications on a weekly basis.
• Staffed call centers to handle store applications within 5 minutes Service Level Agreement (SLA).
• Staffed call centers to assist customers with Web Applications.
• Coordinated with Risk related to all fraudulent applications.
• Used Performance metrics to understand business needs.
• Home goods retailer with over 150 stores in 11 states. Customers could apply for credit and purchase with little to nothing down based upon risk scoring and credit scores.