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Sue Dyson

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					                                                          Sue Dyson
                                                   Trouya, Bois D’Orange
                                                     Gros Islet, St Lucia
                                                  Phone: (758) 717-0287
                                                Email: sdyson7@gmail.com

OBJECTIVE:        To become an integral part of a successful organization that provides opportunities for both
                  professional and personal growth.

EDUCATION: Western Maryland College, Westminster, MD, 21157
                  B.A. Psychology and Elementary Education Major
                  Mathematics Minor

WORK EXPERIENCE:

        Project Manager/MIS Coordinator                            June 2005 – October 2008
        KM2 Solutions (St. Lucia)                                  Castries, St Lucia

   Managed various types of call center business including Collections, Customer Service, and Appointment Settings
   Train newly hired agents on call skill techniques used in various types of calls
   Coached active agents call quality / call handling skills to increase production and performance
   Strategized daily operations for different clients including functionality of each campaign.
   Instruct Supervisors for development of professional skills based upon company policies.
   Reported all company specific Key Performance Indicators to Executive Management daily, weekly, monthly, and yearly
   Provide statistical analysis to project profitability on an individual basis, client basis, and overall site basis.
   Track performance analysis for current project expansions and proposals.
   Develop business plans based from current company goal
   Improved company work standards using both client performance expectations and current agent statistics



        Recovery Manager                                           February 2003 - March 2005
        AllianceOne, Inc                                           Trevose, PA / Montego Bay, Jamaica

   Responsible for the daily operation of several different clients including all client contact.
   Develop Team Leaders’ and Unit Managers’ professional skills based upon company policies.
   Directly impacted the production of 60-85 staff members.
   Provide statistical analysis to project profitability on an individual basis, client basis, and overall site basis.
   Maintain employee call and production standards.
   Develop analysis for current project expansions and proposals.



        Unit Manager                                               May 2001 - January 2003
        AllianceOne, Inc                                           Mercerville, NJ / Montego Bay, Jamaica

   Responsible for daily call strategies and dialer operations.
   Assist in the development of staff specific to one client.
   Develop and maintain staff scheduling based upon client needs and statistical data.
   Monitor and critique calls by collection representatives.
   Analyze production data to discuss areas of growth.
   Managed performance to client specifications using DMM and Roll Rate requirements.
        Team Leader                                          August 2000 - April 2001
        AllianceOne, Inc                                     Mercerville, NJ

   Responsible for dialing strategies during set shifts.
   Aid collection representatives in securing arrangements or talking down unsatisfied consumers.
   Maintain team performance according to standards required by client.
   Achieve a team goal as well as personal goal.



        Collection Representative                            January 2000 - August 2000
        AllianceOne, Inc                                     Mercerville, NJ

   Negotiate for payments or payment arrangements with consumers.
   Provide information to consumers on preventing future account delinquency.
   Achieve monetary goal monthly.
   Communicate hardship programs to consumers when necessary.
   Follow call guidelines set forth by client and FDCPA.

        Head Teacher                                         August 1999 - May 2000
        Goddard School                                       Hamilton, NJ

   Develop curriculum and daily plans for children ages 2 ½ years old to 4 years old.
   Monitor interaction between teaching assistants and children placed in care.
   Act as director when director not available.
   Discuss growth and development opportunities of individual children with their parents.

				
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posted:9/19/2011
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