Shannon Caldwell

• Develop regulatory reporting processes and frameworks for agency partners
• Managed supplemental reporting to external collection agencies, enhancing data accuracy and reporting reliability
• Led compliance oversight to ensure adherence to regulations and initiated process improvement initiatives
• Perform monthly audits to assess external agency performance and validate invoicing accuracy
• Identify, recommend, and implement process enhancements and operational efficiencies
• Built and maintained strong relationships with internal stakeholders and external agency partners to facilitate collaboration and information sharing

Key Achievements: Created reporting for CFPB rules for debt validation notice requirements, built code and logic for the Legacy Sprint debt sale, overhauled the invoice audit process, achieving an 80% reduction in effort (from 80 hours to 16 hours per month), redesigned the approach to agency operations touchpoint calls, fostering deeper dialogue to identify data and system limitations on both sides.

• Developed cross-training processes to enhance resolution of customer complaints.
• Resolved regulatory issues and customer complaints through strategic implementation.
• Created reference guides and obtained training manuals to establish a process library.
• Defined system features and navigation processes for account action research.

• Researched and resolved payment issues for Executive Service, National, Government, and VIP customers, enhancing customer satisfaction.
• Collaborated with other departments to ensure timely posting of National and Government accounts, supporting accurate financial reporting.
• Manage ACH payment process: daily reporting; creating and updating Affiliate store directory; monthly invoice reconciliation
• Supported team members and external departments in maintaining SLA and benchmark requirements, ensuring compliance and operational effectiveness.
• Aided Cash Accounting in generating weekly reports to ensure accurate financial tracking.
• Promoted understanding of process enhancements to improve collaboration between departments.

Key Achievements: resolved 97% of misapplied payments, partnered with the Executive Resource team to develop a payment‑information checklist that streamlined the process of identifying misapplied payments, gained access to corporate and government internet accounts payable systems to obtain detailed payment breakdowns across multiple accounts.