Oct 2007 - Present
Senior Team Manager - Assistant Vice President
Special Collections - National Recovery Department is a division of Bank of America that collects on charged off accounts such as consumer/commercial/government credit cards, direct/indirect loans, checking and line-of-credits. The success and focus of this department is to increase Bank of America revenue by converting customers to repay their outstanding debts to achieve bottom line results. NAX (New Associate Experience) Team Manager/ Assistant Vice-President. • Hiring, interviewing, training and coaching all new hires for Greensboro Recovery. • Partnership between human resource and site manager to identify qualified candidates through the hiring and interviewing process. • Partnership between training and site manager to identify trends for retaining the best associates for the corporation. • Provide on-going training to better the associates to make confident decisions, either by side-by-side or group setting. • Educating the associates on the importance of their job, trickle down effect of not properly handling a situation, ensure compliance with federal laws and company guidelines in order to maximize dollars recovered while maintaining legal concerns. • Assist line of business with Collection certification requirements for team managers and associates. • Provide detail information pertaining to trends and analysis to improve performance. • Compiling, reviewing and analyzing reports for process improvements on Credit Card accounts through capacity planning and scoreboards. • Provide feedback on monitoring sessions, monthly and yearly goals. • Managed, coached and trained 59 new associates to collect $3.5 million in a 6-month period. HIGHLIGHTS OF ACHIEVEMENTS • Promoted to Assistant Vice President of Bank of America • Top Team Leader for ten consecutive months • Re-constructed National Recovery PME Workbook • Lead National Recovery Subject Matter Experts (SME’s) • Lead Greensboro Recovery SWAT Team • Co-chaired a Six Sigma project for Bankruptcy • Implemented and lead the NAX Program for Recovery • Assisted with restructuring New Hire Training Process for National Recovery • Created and lead the Promise-to-Pay Committee for National Recovery • Overseen Incentive for National Recovery • Hiring Manager for Internal Recovery • Conducted adult training classes for Internal Recovery • Created a NAX (New Associate Experience) manual for National Recovery
Apr 2008 - Present
Own and operate online travel agent through YTB. Recruit, train, coach and educate others on how to build a solid business foundation. We offer our clients the opportunity to make money while traveling and allow others to book travel reservation through personal website. YTB is a leader in the travel services business and has operated in the travel services industry for 25 years. The Company recently reported its third consecutive quarter of profitability, with total revenue for the year ended December 31, 2007 increasing by 177% to $141.3 million, compared to $50.9 million for the previous year.