At Firstsource Advantage, supporting Bank of America, I coach associates on banking policies, compliance, customer interactions, documentation, productivity, and first-call resolution. I increased compliance scores from 90% to 97%, improved quality by 22%, and reduced repeat documentation errors by 15%.
I coached 16 associates to complete their coaching plans and helped move the lowest-performing team into the Top 3 for multiple consecutive months. I also support onboarding, training, mentoring, and real-time call guidance.
My background includes leading high-volume customer-service teams at McDonald's, managing front-desk accounts and reconciliations at Fairfield Inn & Suites by Marriott, and resolving delinquent resident accounts at Progress Residential.
Earlier, at RevSolve, I supported patients with medical collections, insurance information, repayment options, documentation, and sensitive financial account handling while following FDCPA and consumer-protection requirements.
