Experience

#OpenToWork

• United States
• Staffing and Recruiting
• 200 - 300 Employee

• Open To Work

  • Aug 2022 - Present



N Vision Group

• Blue Bell, PA (remote)

• Customer Success & Call Center Manager

  • Mar 2022 - Present

  Led the call center and customer service functions for a national Ophthalmic Equipment and Accessories retailer. Built and coached a team of agents remotely to ensure customer service excellence, order accuracy, and maximizing upsell opportunities. Built workflows to handle issue resolutions and cross-functional collaborations. • Quickly acclimated in a dynamic retail environment with a record of precision and a best-in-class customer service experience. • Designed and implemented a new customer service satisfaction process that increased customer service scores by 21%. • Focused on the ability to upsell to help increase production and revenue 14%. . Show less



Freedom Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Vice President Customer Service Operations

  • Mar 2017 - Mar 2022

  I launched the company’s Texas site during a national expansion project, guiding and mentoring a team of 125 national sales specialists and managers in a remote call center operations setting. I also bridged gaps between dispersed teams to ensure cohesive problem-solving and mutual goal attainment. ◤ Successes/Contributions ◥ ✥ Co-developed, launched, and oversaw the management of a hybrid program that transitions service-only calls to service and sales calls which reduced call transfers and increased new sales opportunities, upselling, and cross-selling. ✥ Improved operations by forging a high-performing, cross-functional team (Processing, Underwriting, CS, and Sales). ✥ Oversaw dispute resolution including refunds, fee waivers, and charge-offs. ✥ Restructured training and onboarding processes for employees, including the management team, which increased CS scores by 12% (84% to 96%) and production by 26%. Show less



iMortgage Services

• United States
• Leasing Real Estate
• 1 - 100 Employee

• Regional Operations Manager

  • Aug 2016 - Feb 2017

  I developed workflows for multi-state, regional call center operations and guided a cross-functional team across 5 locations within a multi-state remote environment. I led talent acquisitions including candidate sourcing, hiring, onboarding, ongoing training and development, and succession planning. By cultivating strong relationships with staff, clients, senior leaders, and stakeholders, I was able to drive mutual goal attainment ◤ Successes/Contributions ◥ ✥ Restructured origination team (process optimization, termination, layoffs, new training/development programs, etc.). ✥ Implemented process procedures that increased production and lowered turnaround by 21%. ✥ Increased customer satisfaction by 8% (88% to 96%). ✥ Reduced production turnaround time by 21%. ✥ Maximized KPIs by actively collaborating with customer service and operational teams. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Area Operations Manager

  • Sep 2011 - May 2016

  I administered regional operations and led a multi-state, remote processing team across 4 locations in North Texas and Oklahoma. I oversaw the management of loans such as FHA, VA, conventional, non-conforming, and new construction loans as well as, drove customer issue resolution with a focus on maximizing satisfaction and retention. I also spearheaded the hiring and onboarded a diverse array of operational staff including loan and support specialists. ◤ Successes/Contributions ◥ ✥ Reduced turn time between sales and processing by 9 business days. ✥ Increased customer satisfaction score from 3.9 to 4.5. ✥ Improved operations by forging a high-performing, cross-functional team. Show less



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Licensed Insurance Agent

  • Mar 2008 - Oct 2011

  I solely prospected customers and sold property, casualty, and life insurance policies. I also developed and facilitated executive presentations as well as negotiated contracts to add Liberty Mutual discounts to the company’s benefit plans. ◤ Successes/Contributions ◥ ✥ In the first 6 months, awarded a specialized life insurance sales recognition. ✥ Won National Insurance Sales award, 2010. ✥ Won National Life Insurance Sales award, 2009. ✥ Signed up 6 companies to the Liberty Mutual benefit discount plan; administrated other accounts as assigned. ✥ Co-led a successful Call Center project that evaluated call routing, thus reducing wait times and abandoned calls Show less



Nationstar Mortgage

• Financial Services
• 700 & Above Employee

• Regional Vice President

  • Sep 2001 - Sep 2007

  Managed call center group handling customer retention customers in all 50 states. Hire, train and manage loan officer staff in accordance to company and industry standards - including training and mentoring in areas of product knowledge, sales techniques, and call coaching. Kept myself, and my staff, up to date in all aspects of origination, processing, appraisals, underwrtiting and closing requirements for both the company and investor requirements. Managed call center group handling customer retention customers in all 50 states. Hire, train and manage loan officer staff in accordance to company and industry standards - including training and mentoring in areas of product knowledge, sales techniques, and call coaching. Kept myself, and my staff, up to date in all aspects of origination, processing, appraisals, underwrtiting and closing requirements for both the company and investor requirements.