Bilingual-Spanish -Speak fluently and read & write with high proficiency, Studied in Private school in Mexico.  

Motivated, assertive business professional with a successful 12-year record of profitable business ownership with a proven ability to conceive and execute significant Operations, Business Development, and Enterprise Management Strategies to improve Organizational Efficiency and Profitability. 

Extensive background in Call Center Management, debt recovery, collections, customer service, skiptracing and compliance.  In addition is able to strategically analyze collection effectiveness data and improve on techniques to increase collection effectiveness at all levels, automated dialer, collection techniques, calling strategies, pre and post charge-off portfolio management, early stage delinquency tracking and reporting and call quality monitoring.

Education

University of Phoenix- Nevada Campus 1999

BSBM- Bachelors of Science in Business Management

Honors in Business Management and Administration, with Emphasis in Education

Community College of Southern Nevada 1995

Basic Studies with Emphasis in Business Management and Communication

PROFESSIONAL Experience & CREDENTIALS

Moore Consulting Firm 2003-Present

Business Consultant-Worldwide

Business Consulting Services ranging from Performance Improvement Management, Leadership Development, Process Improvement, Client Relations, Business Planning and Restructuring, Quality Management Systems, Team Building, Key Performance Measurements and Training & Development

Commodities Trader/Mandate Worldwide – Precious Raw Materials

Negotiate, Manage, coordinate and control all aspects of commodity trading transactions for Buy/Sell worldwide. Initiate the purchase or sale of commodities for sellers or buyers and negotiate with prospective buyers or sellers for the best pricing & procedures. Ensure compliance with all trade regulations of International Commodity Trading and ICC. Traveled to Africa, Europe & Mexico to implement & finalize several transactions & share best practices approach to commodity trading. 

The Mortgage Team 2001-2008

Licensed Broker/Owner

Lead & managed over 120 Loan Officers and office staff. Controlled total operation including quality, compliance with all state and national regulations including the MLD, HUD, audit, financial data, employment and continued company growth for profitability and success. Priority in promoting Education and the Highest Ethical standards. Commercial and Residential Mortgage Broker, Business Lines of Credit Construction Loans, Large Development Lending & SBA Loans. Loan Officer at Five Star Mortgage 4 years.

Nevada Association of Mortgage Professionals (NAMP)  www.namp.us 2005-2008

Vice President –Elect     Non Profit Organization

Provided assistance & advice to the NV State Commissioner’s office and other Nationwide Entities such as NAMB. The association promotes and provides education regarding all laws and regulations in the Mortgage industry. As Vice President and previously Director, I provided advice for improving the industry, actively involved in recruiting, education, special events and fundraising. Assisted Loan Officers in marketing strategies, sales techniques and closing the sale

United Information Technologies     www.uitonline.com 2001-2001

Training Professional/Business Consultant Nationwide- Call Center

Performance Development Consultant for Qwest Communications at various business call centers.  Developed training curriculum and methods of delivery for the management team to influence the improvement of overall call center performance. Included employee development, call monitoring, new hire training program, soft skills, technical skills, performance feedback, etc.  Worked closely with upper management to ensure deadlines were met, monitoring performance and continued development. Assessed and analyzed performance results via manual and automated processes to ensure the effectiveness of changes and streamlining of processes.

MPower Communications     www.mpowercom.com 2000-2000

Training Director for MPower University – Call Center Operations

Designed training programs utilizing the latest adult learning methodologies to increase productivity in call center and performance of both the management team and associate level.  Implemented new techniques which enhanced overall level of performance training across all levels of the organization.  Delivered courses necessary to the management team in areas ranging from soft skills, motivational training, performance enhancement, technical training, new regulations, call monitoring performance and data analysis. Tracked and analyzed learning and performance reports to streamline processes and target performance gaps.

First Performance Corporation (now DebtResolve) 1998-2000

Training Department Director for Call Centers /Client Services Director

Lead a partnership approach to learning by aligning training with the client’s requirements and ensure all policies and legal procedures were communicated and followed by management team to associate level.  Managed various portfolios ranging from credit cards, loans, automotive, retail, and mortgage industries.  Evaluated current performance levels at their call centers and developed and delivered new training programs to increase productivity levels in customer service, call performance, collection effectiveness, quality & compliance (FDCPA, HIPAA & all other regulatory acts), as well as profitability. Involved in daily operations of high volume call center including calling strategies, compliance, forecasting and proactive planning to prevent and reduce delinquencies.

GE Capital – Collections Call Center 1994-1998

Performance Development Consultant- Collections, Customer Service & Skiptracing

Collections and customer service Call center new hire training and development. Included FDCPA and all compliance protocols, dialer operations, skiptracing, bilingual teams, computer training, collection effectiveness & call etiquette, monitoring and evaluations.  

PROFESSIONAL Memberships

NAFE – National Association of Female Executives                 

ASTD – American Society for Training & Development ICC – International Chamber of Commerce