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Manager, Compliance & Risk
Compliance & Risk Manager at Achieve who scaled AI call scoring to 75,000+ monthly evaluations and cut key compliance defects below 10%.
United StatesManager, Compliance & Risk at Achieve
Led compliance monitoring, risk assessment, and QA across Customer Service, Collections, and Sales, scaling AI call-scoring from 1,800 to 75,000+ monthly evaluations and cutting defect rates by over 80%.
ComplianceRisk ManagementQuality AssuranceAI Call GradingTableauVendor ManagementUDAAPTSRFDCPATCPAFCRAGLBAReg. ZSCRAData AnalysisRoot Cause AnalysisProcess ImprovementCoachingMentorship
Led Supervisors and frontline agents in high-volume inbound service, complaint resolution, and legal notifications, consistently achieving 90%+ SLA attainment against an 85% target.
Customer ServiceSLA ManagementWorkforce ManagementComplaint ResolutionEscalation ManagementCoachingRoot Cause AnalysisData Analysis
Led 20+ agents and 1 coach on new-enrollment welcome calls, customer education, and reinforcement of debt-settlement program terms, earning 10 Black Diamond awards for team performance.
Customer EducationTeam LeadershipScorecardsSLA ManagementComplianceSales PartnershipsUnderwriting
Ran day-to-day branch operations across customer service, collections, recovery, and portfolio management, hitting collections targets in 20 of 24 months and reducing delinquency.
CollectionsBranch OperationsPortfolio ManagementComplianceFDCPAKPI ReportingData AnalysisVendor ManagementLegal ProceedingsCustomer NegotiationCoachingPerformance Monitoring
Earned a high school diploma from Maryvale High School.