Experience

Career Connection Inc. (CCI)

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Recruiter

  • Aug 2016 - Present

• Delivery Support Manager

  • Jun 2014 - Aug 2016

  Responsible for interacting with IBM Operations Managers, Supervisors and Quality Assurance Coaches on employee performance, compliance needs, metric expectations and business changes/improvements. Pro-actively work with Supervisors to monitor “Scorecard” performance and identify subject items that need additional clarification, coaching and/or follow-up training within center. Daily planning and attendance monitoring/managing. Partner with Client Leadership staff to determine if replacement is required for unplanned absences. Find and supply replacement agents if the client determines a replacement is needed. Provide leadership and guidance to all CCI employees. Act as a single point of contact for employees and Client Management. Keep Senior Leadership abreast of employee concerns, issues and problems. Conduct phone interviews with potential employees to ensure proper fit for Client needs. Conduct overview/orientation sessions with new employees. Work closely with IBM Managers and CCI Supervisors to resolve Human Resource issues. Understanding the Client accounts and support needs for their account. Show less

• Early Stage Collections Team Lead

  • Jan 2014 - Jun 2014

  Responsible for supervising all personnel and functions related to residential mortgage collections. Provide essential coaching and training to ensure production and collection performance expectations are met. Assist in coordinating and implementing initiatives to support department goals. Monitor and evaluate calls to improve the quality of service to our customers. Review and monitor progress of routine collection activity, delinquency reports and exception reports. Actively conduct and participate in meetings, and facilitate topics when necessary. Provide support to peers by assuming work responsibilities for team members including coaching. Be accountable to effectively drive results to impact telephony and collection performance metrics. Show less

• Loss Mitigation Mortgage Specialist

  • Sep 2012 - Jan 2014

  Responsible for resolving delinquent loans and all aspects of servicing the delinquent loans, training new hires, Negotiate and process short sales to reduce loss to the client and investor, Confirm accuracy and completeness of customer information, Review and update transaction files to ensure compliance, Work efficiently where priorities and guidelines change constantly, Maintain Quality Assurance as defined by company, state and federal standards, Communicate with delinquent borrowers via telephone and written correspondence to determine reason for delinquency, their hardships, resources and intentions, and maintain communication on an ongoing basis per department and industry standards. Show less