I bring over 15 years of expertise in operations management, sales, and recruitment. This role will be responsible for leading team leaders dedicated
to meeting the processing and operational needs of assigned
high value customers. The team will serve as a focal point for
customers/merchants by providing phone and email support
regarding the PayPal product features, risk management
policies and actions, as well as utilization of PayPal to
maximize business performance. The Senior Supervisor role
will be responsible for providing leadership and direction to
team leaders (or to junior supervisors) to ensure their success
as measured against quarterly performance goals. This
requires the incumbent to provide coaching and guidance with
regard to the quality of client interactions, daily operations
and to assess resources and staff needs for the segment.
In addition, the senior team leader will be responsible for the
implementation of strategy and execution of plans for the
segment, while adjusting processes to meet overall corporate
objectives as directed by Senior Management and Enterprise
Services business units. The incumbent will ensure that
supplemental coaching and training programs are provided to
the team as they become available. Participation in the
development of staff growth and operational planning will be
required while exhibiting servant-based leadership and living
the One team behavior.
Portfolio Control Manager - Oversees the day-to-day operations of a program Onboard New
Managers and handles 5 Newly Promoted Managers
Manage and coach Collection staff and approximately 50-70
FTE including New Managers
Manage daily collector operations for manual outbound
collections or with blended inbound and outbound call volume.
Provide Business Review and Analysis to the Clients
Create and Propose Incentives based on Challenged Metric
Motivate Collections staff to achieve standard metrics,
including (but not limited to) Delinquent Dollar Resolution,
contact per Hour, Net Rate, Dollars Collected per Hour, Speed
pay Rate, and Quality metrics.
Recognize and reward associates on a regular basis, using both
formal and informal channels.
Coach and develop collectors to improve performance and meet
compliance goals.
Review and analyze employee performance statistics on a daily
basis.
Address employee and manager issues in a timely manner.
Deliver informal coaching sessions promptly, and formal
corrective action with specific behavioral recommendations in
a reasonable amount of time.
Site Verification Analyst - Complete and conduct monthly and annual employee
evaluations.
Manage disciplinary processes as necessary.
Effectively manage communications with assigned associates
through daily interaction, monthly meetings, and informal
coaching.
Support the daily operations of the Department Unit.
Manage various projects as assigned.
Coordinate work schedules and weekend coverage with other
PCMs in the Collections department.
Work with the other PCMs in the Collections department
globally to deliver training, schedule and manage Unit
meetings, and enhance processes where necessary. Uses
judgment based on practice and precedence.
Additionally, I possess 2 years of specialized experience as a virtual assistant, focusing on administrative tasks, calendar management, cold calling, and appointment setting, demonstrating proficiency in general virtual assistant responsibilities.
