• Responsible for day-to-day oversight of operations• Served as client ambassador, creating and maintaining exceptional long-term relations with clients and third-party servicers • Managed complex projects for business transformation, technology, risk and regulatory objectives from scoping, through development, into implementation• Collaborated with lower management to consistently increase clients' recovery margins• Managed an active inventory of over 100,000 delinquent bank loan, credit card, commercial funding, auto, fintech accounts, overseeing payment processing, balance reconciliation, reporting, debtor relations and client services• Administered payment processing gateway, portal, ensuring system interoperability and data integrity• Instituted revised filing and documentation system, expediting the coordination of internal, client and regulatory audits• Established a training department and created a manual for collections training, focused on sophisticated skip tracing, effective negotiation, and trustworthy debt collections practices• Established and monitored monthly goals for collectors, individual departments, and operations as a whole• Established and managed systems for mass communication with consumers via text, Email, and self-service payment in a custom online portal environment• Served as the system administrator for internal and external information technology systems including dialers, VoIP phone system, networking/computing/file management systems, client reporting systems• Authored increasingly effective electronic correspondence, while maintaining expertise on current best practices, consistently boosting collections revenue through nontraditional means• Composed and proofread memos, letters, reports, and presentations, providing accurate, concise, and error-free communication