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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Norbury St Street Simpsonville SC PHONE NUMBER AVAILABLE EMAIL AVAILABLEOBJECTIVEExperienced call center Operations Manager with knowledge of multiple levels of call center employment. Have worked in a call center atmosphere for several years from starting as an agent to working myself up to management. I have learned many aspects of working in a call center from providing customer services, sales, retention, collection, training, call listening/disputing, and managing teams to be successful. I am goal oriented and always strive to be the best as an individual and as a team.EDUCATIONKeiser University Melbourne, FloridaGeneral ClassesEXPERIENCENew Rez LLC- Shellpoint Mortgage ServicingLoss Mitigation Team Lead -July 8th- presentMonitor 80 calls a month and provide a quality score based on reviewProcess FNMA and Freddie Mac loan approvals or submissions if need investor decisionHold daily call calibration with department to ensure coaching is the same across departmentMeet call scoring metrics monthlyMeet production metrics monthlyProvide any necessary coaching to improve QA scoreProvide team polling on any new updates to test agents knowledge/understanding to processProvide any updates for process changes that may need adjustingLoss Mitigation Representative March 4th 2019 July 8th 2023Handles multiple mortgage products that are 60+ daysManage a pipeline of 100+ accounts to convert into active plansMinimizes loss due to foreclosure through the use of loss mitigation options, such as pre-foreclosuresales, loan modifications and repayment plans.Arranges for contractual services relating to property inspections, appraisers, real estate agents, etc., who may be involved in the inspection or evaluation of the property.Makes calls to borrowers, borrowers authorized representatives, and brokersEnsures compliance with company policies and proceduresAnalyzes financial statements, tax returns, credit reports, and the value of the collateral in order to determine and recommend the most feasible and appropriate workout to the customerMeet monthly goals in regards to bonus and QA scoresCross Country Home ServicesSupervisor retention Anderson, SC May 14th 2018-March 1st 2019Coach and developed 13 agents in retention effortsPerform weekly 1x1 with agents to go over performanceEffectively communicates corporate and department objectives on a regular basisProvides recommendations for hire, advancement, promotion or termination of employmentInterview potential new hiresPrepares performance appraisals and provide feedback and recommendations to the Manager/Director of ServicingMotivates and creates a positive working environment to achieve productivity and performance standardsManaged attendance issues, implemented necessary action and complete performance reviewsAssist agents with escalated calls and providing assistance regarding claimsAmerican Credit AcceptanceSupervisor collections Spartanburg, SC January 31st, 2017 to March 2018Coach and developed 10 agents and 1 team leadEffectively coached and developed agents to meet and/or achieve our overall KPIs, Cash Collected, Pay down, % Now DueEffectively communicates corporate and department objectives on a regular basisCreating business strategies who have proven experience in planning, developing, and implementing strategies for improving efficiency, increasing profit, and reducing downtimeDeveloped escalation schedule to ensure adequate coverageCreated PowerPoints to lead meetings with members of the executive teamMotivates and creates a positive working environment to achieve productivity and performance standardsPrepares performance appraisals and provide feedback and recommendations to the Manager/Director of ServicingAssess collectors/team leads development needs, draft development plans, and monitor performanceProvides recommendations for hire, advancement, promotion or termination of employmentTrains and coaches collectors and team leads to support the business objectives of the departmentManaged attendance issues, implemented necessary action and complete performance reviewsConcentrixOperation Manager Greenville, SC January 4th 2016-September 1 2016Managed a department of up to 28 employeesReview employee referral resumes and determine qualifications for the departmentPerform interviews for new agents since Feb 2015 and determine if they meet requirementsComplete all onboarding procedures by creating new employee access to client systemsPerform any off boarding for agents upon resignation or terminationWork with training department to ensure that all material is being delivered correctly and new agents have all necessary tools before taking live calls; assist in training new hiresMotivate team members to achieve the highest in salesCollaborate with management staff to ensure coaching session are performed each weekWork with VZT client weekly to verify Concentrix is performing within standards and discuss upcoming changes for the projectProcess end of the month compensation for agents who meet guidelines for bonusesComplete payroll reports, departmental reports and schedules on timeAttend weekly performance reviews with the client and upper managementReview KPI reportsSupervisor Retention August 2015-January 3rd 2016Managed a team of 13 agents and performed 2 coaching sessions each week per agentManaged attendance issues, implemented necessary action and complete performance reviewsProvided client updates to staff and ensured they make adjustments accordinglyMotivated staff and provided helpful tips to help become top agentsCollaborated with Operations Manager to make sure any necessary training or tasks were completed by deadlinesAssisted Operations Manager in performing interviews for new agents and reviewing any referrals received to determine if they met department standardsTraining assistant February 5th 2015-August 2015Assisted head trainer with training new agentsProvided learning strategies on call flows and updated job aidsAssisted with preparing agents for certification call and in taking live callsRetention/Sales Specialist August 2013-August 2015Completed outbound collections on past due accountsPrevented account cancellations and suggested new account productsEducated value on safety and security packagesJPMorgan ChaseQuality Specialist Melbourne, FL Feb 2011- July 2013Reviewed the completion of a trial modification and process the final modificationsReview final modification terms and make sure they are correct and meet guidelinesSubmitted approved modifications for final documents to be generatedRelationship Manager August 2010-February 2011Assisted borrowers in completing necessary documents for loan modification reviewAccepted incoming calls and make outbound callsManaged 160 files and met a certain quota each dayCollector February 2009 - August 2010Completed outbound calls on an automatic dialer systemSet up payments on borrowers home loans to either bring the past due balance current or setting up just one paymentPerceptaCustomer Care Specialist Melbourne, FL Dec 2007-February 2009Communicated with Customers, Dealerships and Zone Managers to resolve Ford vehicle issuesProcessed 100 loans, sending out contact letters and making outbound callsAuthority to provide financial assistance to customers regarding any vehicle repairsCustomer Service Representative March 2007- Dec 2007Accepted inbound calls, speaking with customers regarding their Ford, Lincoln or Mercury vehicleAdvised if the situation needed to be escalated or would provide a denial on a customers vehicle situationAWARDSUnsung Hero AwardPerfect AttendanceTop CollectorRace to the FinishSPECIAL SKILLSProcessing new employeesCreate job aidsExcelPower-pointMicrosoft WordOutlookLPSMSPLenderliveWPIISmartBPM-Default WorkflowAgent DesktopOasisSeibelZimbraConvergeADPIssuetrakIEXCCS (Client Contact System)LisaUltiproADP |
