Mary Gooch
Contact Center Manager at Peryam & Kroll- Claim this Profile
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Bio
Benjamin Gay
Mary is a complete, "nose to the grindstone", no nonsense professional. I have worked with her for several years where she gained my admiration as a competent financial officer.
Benjamin Gay
Mary is a complete, "nose to the grindstone", no nonsense professional. I have worked with her for several years where she gained my admiration as a competent financial officer.
Benjamin Gay
Mary is a complete, "nose to the grindstone", no nonsense professional. I have worked with her for several years where she gained my admiration as a competent financial officer.
Benjamin Gay
Mary is a complete, "nose to the grindstone", no nonsense professional. I have worked with her for several years where she gained my admiration as a competent financial officer.
Credentials
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Inrerview Certification Workshop
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Experience
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P&K Research
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United States
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Market Research
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1 - 100 Employee
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Contact Center Manager
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Aug 2015 - Present
Responsible for the day to day performance of a full service market research company with facilities located in Chicago, New York, Dallas and Los Angeles. Chicago is the corporate office. Manage the performance, coaching and metrics for the recruiters, study analysts and the database staff. Conduct one-on-one/coaching/training sessions, including Quality Assurance monitoring. Handled all decisions related to hiring, corrective actions, performance management, talent assessment and termination. Analyze performance data and contact center reports. Responsible for timekeeping, contact center schedule management and payroll reporting. Handled escalations and utilize independent judgment regarding the resolving of customers/client’s issues. Responsible for conveyance and implementation of latest contact center procedures. Create an environment focused on promoting a positive internal and external customer/client’s experience. Show less
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Connect Search, LLC
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United States
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Staffing and Recruiting
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100 - 200 Employee
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Orbitz Fraud Department (Contract Assignment)
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May 2015 - Jul 2015
Support the efforts to prevent fraudulent credit card purchases on Orbitz Worldwide domestic and international web sites. Worked with a team of agents that monitor numerous queues and alert systems. Performed all necessary procedures after fraud is identified to prevent financial losses. Identified fraudulent activity, communicate to the hotel, cancel the hotel reservations and refund monies back to the consumer credit card using numerous applications. Convey and document. Support the efforts to prevent fraudulent credit card purchases on Orbitz Worldwide domestic and international web sites. Worked with a team of agents that monitor numerous queues and alert systems. Performed all necessary procedures after fraud is identified to prevent financial losses. Identified fraudulent activity, communicate to the hotel, cancel the hotel reservations and refund monies back to the consumer credit card using numerous applications. Convey and document.
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Enova International
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United States
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Financial Services
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700 & Above Employee
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Call Center Manager
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Jan 2012 - Jan 2015
Handled all operational and administrative duties of overseeing the day to day performance of a multi-functional call center encompassing Customer Service, Application Support, Loan Processing and Collections. Acted as liaison between the corporate S&O team and Call Center operations providing quantitative data on all key performance indicators in regards to loan issue rate, AST conversion rates, Collections monthly target progress and general customer trends. Responsible for “Call Center Service Levels” portion of weekly ops pitch using several data retrieving applications in order to analyze and present metrics for call center performance trends. Directly responsible for ensuring compliance conformity among call center representatives in regards to customer contact and lending guidelines within the Australian markets where our product is available. Manage and lead the entire team to meet and exceed individual, team and departmental objectives. Challenged individuals to optimize productivity by delegating certain daily tasks not necessarily required of their role. Demonstrate sound judgmental decisions with daily responsibilities including hiring, corrective action, developmental plans, performance management, performance improvement plans, talent assessment and termination. Create an environment focused on promoting a positive internal and external customer experience. Show less
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Equity Source Home Loans, LLC
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Financial Services
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1 - 100 Employee
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Branch Manager
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Sep 2005 - Dec 2011
Responsible for the full operation of a net branch mortgage office with 20 loan originators and operations staff, including marketing. Hands on manager in which I was the primary processor all loans (FHA, Conventional and Commercial) Responsible for the full operation of a net branch mortgage office with 20 loan originators and operations staff, including marketing. Hands on manager in which I was the primary processor all loans (FHA, Conventional and Commercial)
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NCS Mortgage Call Center
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Matteson, Illinois
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Development Team Manager
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Jul 2002 - Sep 2005
Responsible for a team of 15-20 loan originators, along with maintaining my customer base. Additional duties include but not limited to scheduling of training and motivating of each new loan originators for goal accomplishments. Spearheaded the majority of the seminars, introducing NCS Mortgage to lenders, realtors, and consumers. Responsible for a team of 15-20 loan originators, along with maintaining my customer base. Additional duties include but not limited to scheduling of training and motivating of each new loan originators for goal accomplishments. Spearheaded the majority of the seminars, introducing NCS Mortgage to lenders, realtors, and consumers.
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The First Commercial Bank
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Greater Chicago Area
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Assistant Vice President
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Sep 2000 - Jul 2002
Head of the consumer loan department, including loan servicing. Established procedures for the department and training of the staff, including compliance. Reviewed loan request, with emphasis on real estate transactions. Responsible for the initial interview with commercial loan applicants. Handled the review and decision making of commercial loan renewals. Monthly training meetings with personal banking/teller operations for cross training purposes. Prepared loan documentation via Laser Pro. Supervised the collection of the commercial and consumer loan portfolio. CRA/business development activity. Show less
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Atlantic Bank of New York
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Greater Chicago Area
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Assistant Vice President
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Jan 1998 - Aug 2000
Created and established a consumer loan department, including loan servicing. Implemented policies and procedures with emphasis on real estate transactions. Acted in every phase of the lending process from application and interview to closing. prepared all loan documentation via Laser Pro. Handled thereview and decision making of commercial loan renewals. Managed the collection of the consumer and commercial portfolio. Marketing and business development responsibilities. Created and established a consumer loan department, including loan servicing. Implemented policies and procedures with emphasis on real estate transactions. Acted in every phase of the lending process from application and interview to closing. prepared all loan documentation via Laser Pro. Handled thereview and decision making of commercial loan renewals. Managed the collection of the consumer and commercial portfolio. Marketing and business development responsibilities.
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Education
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2012 - 2014
Professional Development
Training and classes taken. -Call center management -
2002 - 2011
Real Estate Institute
Mortgage/Real Estate -
1994 - 2002
American Institute of Banking
Banking Industry
Community
