Experience

Heartland
• India
• Advertising Services
• Division Sales Manager at Heartland

  • Apr 2023 - Present


OGE Energy Corp.

• United States
• Utilities
• 700 & Above Employee

• Customer Operations Manager

  • Jul 2019 - Sep 2022

  •Oversee a team of up to 3 customer operation supervisors, workforce management supervisor, quality supervisor, business advantage supervisor, new construction supervisor, vendor staff and operational staff of up to 130 members. •Develop, implement and monitor standards and metrics to ensure accurate and timely evaluation and reporting of operational performance. •Ensure compliance with regulatory guidelines related to customer service and support operations. •Responsible for hiring, development, performance management and training of customer operations team with a focus on creating and maintaining a customer centric environment. ACCOMPLISHMENTS: o Attained transfer% with Allconnect to nearly Best in Class within first 2 years. o Achieved highest voice of customer survey scores recorded in past 5 years in first year of employment, matched in 2021, while placing a focus on improved Net Promoter scores. o Implemented resource desk to handle member inquiries and accept escalated transfers at the time of call, improving the overall customer experience. o Improved efficiencies in New Hire training, enabling additional time devoted towards implementing soft skill training initiatives, role playing and focus on customer centricity. o Revamped monitoring/coaching at supervisor and quality team levels to improve member development, career path discussions and ensure our customer is always at the center. o Earned 2021 Business Customer Champion Award in 2021. Ranked #2 (only 1 point from #1) in region after being near the bottom the prior year. o Achieved #2 ranking by Bank of America in Residential, an analysis of utility companies. A notable reflection of efforts and improvement from prior to 2020. Show less



Midland Mortgage

• United Kingdom
• Financial Services

• Default Call Center Vice President

  • 2007 - 2019

  Default Call Center Vice President (2015 – 2019) Default Call Center Assistant Vice President (2007 – 2015) • Develop, mentor and influence a team of 4-8 Supervisors and 50-100 Loan Counselors. • Implement ideas and share best practices to exceed average speed of answer goals, key performance matrix goals, and positively impact delinquency roll rates while providing a positive customer experience. • Oversee and evaluate dialing efforts to increase contact rates and Loss Mitigation applications. • Contributed to the company’s consistent HUD Tier 1 Ranking and ‘A’ on its service scorecard. • Completely revised and updated the Collection’s procedure manual, quality efforts and enhanced training programs. ACCOMPLISHMENTS: -Oversaw increase of staff from 45 up to 100 Loan Counselors. -Answered over 375,000 calls and made over 2.6 million dialer attempts in Collections, while meeting ASA and Service Level Targets for each quarter in 2018. -Achieved over 101% of the Loss Mitigation application forecast for all of 2018. -Hired, developed and promoted 3 Assistant Managers to AVP roles internally in other departments, while having 3 Senior/Leads promoted to Supervisor roles in the past 5 years. Show less



MidFirst Bank

• Banking
• 700 & Above Employee

• Mortgage Origination Sales Manager

  • 2003 - 2007

  • Develop and manage a team of 5 Sales Supervisors and 60–70 Sales Originators. • Responsible for planning, coordinating and supervising continued growth in the origination call center. • Oversee refinancing of the bank’s 400,000+ customer base, create methods to manage flexible capacity to handle peak and slow periods, and develop plans to materially increase traditional mortgage sales. ACCOMPLISHMENTS: -Posted record earnings of $353 million in 2003, a 59% increase over 2002. -1.8 billion mortgage origination volume was the highest in Oklahoma. -Creative incentive programs and Supervisor development increased application production from a monthly average of 2,000 applications in the first half of 2003 to over 4,000 applications monthly for the second half of 2003. -Instrumental in the implementation of a power dialer and a Spanish queue. Show less



MCI Worldcom

• Outbound Sales Supervisor / Manager

  • 1998 - 2002

  • Developed and managed a team of 5-8 Sales Supervisors and 90+ sales associates. • Responsible for sales strategies, budget, recruiting, training and incentive plans. • Develop Supervisors through individual meetings, career development, measuring objectives, team building, influence and Human Resources needs. • Create and implement incentive and recognition programs; coordinated awards ceremonies. • Establish sales goals; analyze data, trending and data selection. ACCOMPLISHMENTS: -Spotlight Award 1st & 2nd Qtr. 2002, Top Team 3rd Qtr. 2002, #1 Nationally 11/2002, #1 Phoenix 11/02, 12/02 and 2/03. -Four-time Company Level Circle of Excellence winner; San Francisco 7/00, Whistler, Canada 4/00, Acapulco, Mexico 8/01 and Kauai, Hawaii 12/01. -Multiple recipient winner for Director Circle, Top Bay, Top Team, Top Supervisor Club MCI, Spirit Award, Quality Task Force member and Escalation Free Rate Winner. -Member of Attrition Team achieving lowest attrition in 2000. Show less