KAREN METAXAS (209) 815-1122 * Strategic Initiatives & Processes / Collections Management / Workforce & Operati ons Management

/ Goal Definition & Achievement/ Call Center * Driven, accomplished leader with proven record of success developing and impl ementing strategic operational and staff processes to propel goal achievement wi thin fast-paced environments * Results-driven, motivational team leader with expertise in recruiting, develo ping, and mentoring teams to peak performances * Expertise in quality assurance and improvement, resource and staff allocation , and top-flight customer satisfaction; able to optimize efficiency and producti vity while ensuring compliance to regulatory policies and procedures CORE COMPETENCIES & SELECTED ACCOMPLISHMENTS Strategic Operational Direction Quality / Performance Improvements Recruiting, Staffing & Training Initiatives Staff Coaching & Development Client / Staff Relationship Management Staff Incentive Programs Team Building & Leadership Process Redesign & Change Management * Effectively reviewed and resolved all escalated customer complaints * High levels of success on severely delinquent accounts with average balance o f 100,000, to assist in exceeding department goals * Consistently spearheaded streamline processes to maintain an inbound abandonm ent rate of below 1%, with call volumes in excess of 1500 to 2000 calls per day * Developed incentive programs and motivational contests designed to aid in the achievement of desired results * Managed using a hands on approach by monitoring calls daily, continually prov iding positive, constructive feedback to staff members, mentoring supervisors, a nd leveraging open-door policy and relationship-building skills to develop top-p erforming and motivated teams * Continually identified and established successful process improvements to boo st efficiency while minimizing risk and loss * Decreased turnover from 10% to 1% and improved collection results by reducing delinquency ratios from 6.5% to 4.32% * Developed promotional tiers for staff based on skill set and performance, pro viding incentives and enabling career and compensation growth * Played a key role as member of Change Management Team; composed and implement ed workflow procedures to streamline operations * Fast-tracked into supervisory role for outstanding performance as Collector PROFESSIONAL EXPERIENCE Glacier Consulting December 2010 - February 2011 Project Manager/ (Contract) Conducted an audit of foreclosure acquisition loans to ensure that all regulator y and timeline requirements were met. Interacted with attorney firms for documen tation . Assisted with a clean up project within the bankruptcy department, reco nciled loans, reviewed the application of suspense funds, and ensured that accou nts were properly set up in the system workstations. DYNAMIC OFFICE & ACCOUNTING SOLUTIONS October 2010 - November 2010 Sr. Collections Consultant / Project Manager (Contract) Managed the collections of accounts receivables, resolved billing issues, handle d customer disputes, and identified opportunities for process improvements withi n the Account Receivables department. GREEN TREE SERVICING (formerly Irwin Home Equity) 2001 - 2010

Associate Director/Manager, Loan Servicing & Default 2006 - 2010 Collection / Bankruptcy Manager 2001 - 2006 Spearheaded operations and team leadership for call center staffed with 65 emplo yees and 6 supervisors. Drove loss mitigation, collection claims, and operationa l strategies to enhance efficiency and performance. Recruited, trained, and over saw staff; coached managers on effective motivational techniques. Created and or ganize motivational staff contests. Conducted performance evaluations and wrote policies and procedures. Led monthly departmental meetings. Managed departmental budget. Resolved client and staff issues. Forecasted call volumes and delinquen cy ratios based on seasonality and company needs. PROVIDIAN FINANCIAL / FIRST SELECT CORPORATION 1995 - 2001 Senior Unit Manager , Home Loans 1999 - 2001 Senior Unit Manager, Legal Collection Unit, 1997 - 1999 Legal Collection Supervisor, 1995 - 1997 Advanced to oversee operations for Call Center and Collections, Legal Collection s, and Support departments. Managed up to 50 staff members; developed and implem ented training and motivational programs to improve employee performance. Coache d supervisors on effective methods to resolve team performance issues. Tracked c ustomer-focused campaigns to drive maximum productivity. Ensured compliance with established policies and procedures. EDUCATIONAL BACKGROUND UNIVERSITY OF PHOENIX, Phoenix, AZ Bachelor of Science in Business Management Certificates Mortgage Banking Certification in Servicing and Default Administration Technical Skills Word, PowerPoint, Excel, VRU, Auto Dialer