Open to opportunities

Shareika Moore-Beasley

@shareikamoore-beasle

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Call center collections leader driving compliance, process improvement, and team performance.

United States

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What I'm looking for

I seek a role where I can lead call center operations or business systems initiatives, drive compliance-focused process improvements, mentor teams, and partner cross-functionally to reduce risk and improve performance.

I am a call center collections and business systems professional with 9+ years of experience delivering data-driven solutions that improve operational performance, compliance, and risk mitigation. I lead high-performing teams, implement PIPs, and optimize dialer and multi-channel strategies to raise productivity and contact rates.

My background spans quality assurance, business systems analysis, and collections management where I've designed KPI dashboards, led remediation projects that prevented regulatory fines, and streamlined fulfillment and collections processes across functions. I partner with IT, Compliance, and Operations to translate business needs into technical requirements and ensure successful platform rollouts through UAT and SIT.

I have a proven record of elevating underperforming teams, reducing operational gaps, and establishing audit-ready compliance controls. I bring a practical, results-oriented approach to training, process mapping, and stakeholder alignment to protect organizations from regulatory and financial risk.

Experience

Work history, roles, and key accomplishments

Current

Sr. Quality Assurance Administrator

Current

FedEx

Jun 2021 - Present (4 years 3 months)

Led QA efforts to resolve logistics discrepancies, introduced workflow refinements that reduced delivery interruptions, and implemented checkpoints that decreased package mis-routing and supported loss prevention.

Quality Assurance Workflow Optimization Root Cause Analysis Inventory Management Cross Functional Collaboration Process Improvement Data Analysis

Sr. Specialist - Business Systems Analysis

Santander Consumer USA

Jan 2022 - Mar 2025 (3 years 2 months)

Delivered technical solutions using Jira, ServiceNow, and SQL to remediate system gaps, led projects that averted regulatory fines up to $250K, and designed KPI dashboards to enable executive decision-making.

Jira ServiceNow SQL Data Mapping Technical Documentation Dashboarding Risk Analysis

Sr. Specialist - Business Process Management

Santander Consumer USA

Aug 2020 - Feb 2022 (1 year 6 months)

Redesigned back-office processes and automated workflows, created SOPs and dashboards that increased handling consistency over 40%, and supported compliance updates through gap mapping with IT and Controls.

Process Mapping Automation)SOP Development Dashboarding Cross Functional Collaboration Performance Monitoring Compliance Support

Collections Manager - Recovery

Santander Consumer USA

Oct 2018 - Aug 2020 (1 year 10 months)

Managed a recovery team of up to 30 agents on auto loan collections and repossessions, improved team ranking to top-three within six months, and optimized dialer/multi-channel strategies for increased contact and resolution rates.

Collections Management Bankruptcy Performance Management Vendor Relations Training Portfolio Recovery

Specialized Services Collections Manager

Santander Consumer USA

Jan 2016 - Oct 2018 (2 years 9 months)

Oversaw compliance-focused collections for specialty accounts, developed training and legal protocols for SCRA/bankruptcy/estate cases, and improved sensitive case handling accuracy by 25%.

Compliance Management SCRA Processes Training Development DMDC Verification Team Leadership Case Handling