Nafaiz Mohamed

Strategy-focused and business-oriented Senior Manager/Software Development Manager with over 25 years of experience in Debt Collection and Call Center technology. Proficient in leveraging cutting-edge technologies to deliver scalable, efficient, and enterprising solutions. Demonstrates strong analytical and technical skills to provide simple and pragmatic solutions for complex application requirements. Expertise in coaching, mentoring, and leading organizational teams to implement best practices for creating maintainable solutions. Accomplished professional with a proven record of applying agile methodologies in software development, emphasizing the delivery of quantifiable results.

• Achieved a 5% productivity increase by creating WorkMap, enabling department managers to establish hierarchical workflows for account handling. Ensured adherence to priority criteria such as NSF accounts, dated follow-ups, large balances, and account scoring from n to nnn.
• Designed and implemented an account scoring model to optimize resource allocation across different business lines including collections, lead management (University Enrollments), and GradStat Surveys.
• Designed and implemented a workflow for Phone Numbers maintenance. Treat phone numbers based on source of the phone number (received in placement vs Outsourced), Number of attempts with no contacts, Attempts on previously contacted phone numbers. Best time to call (Utilized 3rd party data)
• Developed Emailer, an ASP .NET application, to automate email dispatch triggered by API calls from I-Series system. Managed multiple templates with dynamic customer-specific information (name, date, balance, etc.). Tracked email interactions including opens and clicks.
• Streamlined operations by automating Weekly Client File Loads, Monthly Invoicing, and New Client Implementation processes, reducing time-intensive tasks.
• Engineered an I-Series (RPGLE) application to automate email and letter series based on client Statements of Work (SOW). Facilitated setup and automatic processing of client communications through defined media.
• Enhanced efficiency by replacing manual reporting processes with automated solutions using SQL Server Integrated Services and SQL Server Reporting Services.
• Integrated speech analytics with Provana (CallMiner) and SnowFly.
• Integrated credit card and Direct Check payments with payment processing providers
• Established real-time integrations between debt collection applications and dialing platforms (LiveVox, TCN, Softdial).
• Created API bridges for integrating Sytel dialer with other market research software (Ingress, Nebu).
• Integrated with ClearAPI for Skip tracing