Summary
Overview
Work History
Education
Skills
Timeline
ProjectManager
Michelle Cavagnaro

Michelle Cavagnaro

Lockport,NY

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

23
23
years of professional experience

Work History

Director of Operations

ACI
09.2012 - Current
  • Oversaw day-to-day recovery operations for 1st party, 3rd party and offshore. Products include, non-prime fintech accounts, credit cards-reward cards, credit building and retail. Personal loans including direct loan lending, secured car loans, lines of credit and DDA.
  • Currently managing four 1st party relationships, credit card-secured and unsecured, direct loan lending and fintech-offshore
  • Onboarded and managed, six new 1st party clients from 2015 to present.
  • Collaborated with Livevox to create upload and download files.
  • Create internal and client reporting and scorecards to maintain agent and management performance.
  • Assisting client with implementation of a new recovery platform.
  • Foster lasting partnerships with clients by having an open dialogue, respect and active listening. Working jointly allows for progressive improvement and communication along with top tiered performance results.
  • Process improvement, define the problem, find the root cause and brainstorm for the solution. Discover a new solution or how to improve the current one.
  • Defined, implemented and revised operational policies and guidelines.
  • Perform client and internal, weekly, monthly and yearly audits.
  • Review and approve the cost of offshore weekly invoices for integrity-time worked vs time paid.
  • Evaluate performance, adjusted strategies and maintained attrition and positive compliance results.
  • Created bonus plans for 1st party depending on client need. Key indicators- ranking of RPC rate, conversion rate, compliance score, attendance and percent to client goal as a team.
  • Know your client needs, understand their brand/ mission statement and integrate and expect those values.
  • Keep up-to-date with industry trends and identified areas of opportunity to drive improvements.
  • Be aware of changing compliance trends to make changes to avoid risk.
  • Create and provide documentation of processes to comply with federal, state, client and company policies.
  • Set team and individual KPIs and provided regular, actionable feedback.
  • Direct internal and external management meetings to insure precise expectations. Assess performance management structures and implement changes to insure top performance.
  • Analyze technology, resource needs and suggest ideas to improve performance and competitiveness
  • Recommended modernized and improved operational procedures to increase productivity and profitability while controlling costs.
  • Assisted in recruiting, hiring and training of team members.
  • Directed internal and external management meetings to insure precise expectations and top performance results.
  • Trained new employees on proper protocols and customer service standards.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.



Deputy General Manager

Firstsource
01.2000 - 04.2012
  • Started as a collector in 2000 and progressed to Supervisor, Manager, Senior Manager and Deputy General Manager.
  • Experience with 1st and 3rd party, credit card, retail credit card, pre-charge off personal loans
  • Performed monthly mock audits to insure compliance and yearly client audits.
  • Worked directly with in-house attorney and compliance department to investigate for validity and improve customer complaints and agents compliance scores.
  • Onboarding new clients, conducting setup meetings and working with internal client services team.
  • Reviewed performance results to target and take corrective measures with authorization and escalation.
  • Created reports in CUBS and Livevox for internal and external sharing.
  • Based strategic and hiring decisions on client need and performance.
  • Maintained qualified staff and communicated areas of accountability and expected performance.
  • Managed budget implementations, employee reviews, training and schedules.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices and company procedures.

Education

High School Diploma -

West High School
Corning, NY

Skills

  • Operational Leadership
  • Strategic Vision
  • Quality Assurance
  • Performance Analytics building
  • Performance Monitoring and Evaluation
  • Improve Performance
  • Hiring and Onboarding

Timeline

Director of Operations

ACI
09.2012 - Current

Deputy General Manager

Firstsource
01.2000 - 04.2012

High School Diploma -

West High School

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Michelle Cavagnaro