Juanita Holloway

Loss Mitigation Vendor Manager @Ally

Lewisville, TX, US

Responsible for Loss Mitigation department with approximately $4+ operating budget including reinstatements, redemptions, and consisting of 35 FTE on-shore and off-shore (US and Philippines)• Enhance Redemption Team processes and procedures through strategic thinking and planning, cross-functional teamwork and process efficiency methodologies• Exceed financial metrics which included operating expenses and unit cost objectives; identified $1 million in cost reduction opportunities while improving all performance metrics within a 6 month timeframe• Lead system implementation projects; develop system requirements and create/guide systems deployment • Responsible for hiring staff/personnel for department• Evaluate, plan, and schedule staffing requirements to meet operational business requirements• Coach, train, and mentor off-shore supervisors, trainers, and representative to improve performance• Provide Senior Leadership with recommendation to increase productivity and performance through efficient utilization of company based metrics• Assist with the development and implementation of call center launch plans• Ensure staff compliance of FDCPA guidelines• Ensure operations teams are properly staffed through efficient scheduling

University of Oklahoma

Journalism, Public Relations