Customer Service Project Manager

Kim Daye

***** ****** **** **** *********, NC ***73 336-***-****

***********@*****.***

Objective: A challenging career as a Call Center Manager in a credit and loan administration

Accomplishments:

Received an “Extremely Satisfied” rating from 2010 Team Member Connection Survey

resulting from Wells Fargo’s directs, a clear indicator that I am engaged with the growth of

my directs

Initiated skip tracing program which heightened customer contacts within the department

and significantly increased the overall level of satisfaction, resulting in a 30% increase

dollars recovered at Bank of America

Developed a special knowledge based curriculum for Spanish-speaking phone reps which

included an advanced cross training flip-chart of numerous products which provided real

time customer servicing to card members and minimized unnecessary inter-department call

transferring to a level zero at Chase Bank

Achieved numerous departmental team and individual awards and recognitions for

performances in production, staff attendance, satisfactory system idle time and quality

customer support calls at Wells Fargo, Bank of America, and Chase

Received an "Above Satisfactory" rating consecutive years (2000-2006) from Bank of

America's direct reports (subordinated) feedback survey, resulting from a strong

commitment to previous year's personal development action plans

Experience: Wells Fargo Home Mortgage Fort Mill, South

Carolina

2011

Project Manager

• Alternate Contact Strategies -skip-trace to find and collect on delinquent

accounts

• Responsible for day-to-day operations of agents including planning, directing,

managing and evaluating the work flow through incorporating policies and

procedures

• Responsible for leading small scale, low risk projects and managing all activities

in a project life cycle (initiation planning, executing/controlling, and closing)

associated with projects that are typically department-focused and/or lower in

risk, scope and complexity

• Consults with business partners to clarify and define project requirements and

business case, including development of a statement of work

• Develops and revises project plans and budget, tracks project/budget status,

identifies and negotiates resolution of issues, escalating as necessary and ensures

project tasks are completed according to established timelines

• Interacts with mid-management to create and deliver presentations on project

goals and plans, including progress reports

• Participates on project teams to complete more complex project work

• Responsible for sourcing, negotiating and managing outside vendors

Collections Supervisor 2 Frederick,

Maryland

2009 - 2010

• Day-to-day supervision of 10 to 15 Collectors who perform inbound/outbound

calls

• Take escalated Loss Mitigation, Foreclose and Collections calls

• Event Lead for the travel team on NACA and Wells Home Events

• Assist in the training of new and existing staff in departmental procedures,

investor guidelines, and basic mortgage banking principles

• Reviews, updates, and establishes new procedures to identify cost/time savings

and develop performance standards and productivity measures

• Ensure all departmental productivity/efficiency goals are met

monthly/quarterly/annually

Monitor daily workflow to ensure deadlines are met and problems are resolved in

a timely and efficient manner

• Plans, directs, supervises and evaluates work flow

• Mitigate loss for both our investors and Wells Fargo Home Mortgage while

allowing the mortgagor to retain his/her home and WFHM to retain the servicing

J.P. MORGAN & CHASE Lake Mary, Florida

Customer Assistance Team Manager 2008 - 2009

Supervise approximately 20-25 telephone collectors in an inbound /outbound service

environment of delinquent business credit card accounts

Provide monthly and quarterly performance reviews while making recommendations

regarding corrective actions and dismissals

Provide hands on advice and answer questions concerning escalated customer calls and

collections activities

Responsible for the training and orientation of new staff members

Design and facilitate alternative work-out plans and non-traditional assistance plans with

customers to reduce delinquency

Analyze statistical data relative to the unit productivity and effectiveness

Conduct remote quality call monitors, side by side coaching and feedback for collection

effectiveness and development opportunities

Handle all personnel issues to include attendance, payroll, procedural compliance, quality

and work performance

Global Mortgage Corporation Greensboro, North Carolina

Mortgage Broker 2002 - 2008

Processed the entire mortgage loan including marketing, pricing, underwriting, due

diligence and loan purchasing sales

Established a self driven lead system by setting up an in-house call campaign utilizing

peers as telemarketers, which resulted in significantly increasing individual sales volumes

and the creation of marketed listing to other mortgage broker shops for continued company

revenue increases

Proven ability to successfully analyze an organization's critical business requirements,

identify deficiencies and potential opportunities

Bank of America Greensboro, North Carolina

Risk Management Supervisor 1996 - 2008

Supervised inbound /outbound call center staff of 20 plus phone representatives providing

collection and customer service to early to severe delinquent bank card, auto lease /loan,

mortgage and fraud customers

Supervised Loss Mitigation Retention / Liquidation Teams

Facilitated training workshops on various issues ranging from fraud detection, credit

bureau education, compliance, to telephone techniques

Developed call forecast using historical data and models to manage against staffing needs

Administered annual employee performances and compensation reviews that were tied to

monthly coaching and feedback reports

Provided side-by-side and remote call monitoring, coaching and feedback sessions to

establish a high level of quality customer service and training opportunities

Managed escalated customer complaint calls with a high level of integrity and

professionalism

Redeveloped team and individual incentive programs with attainable goals that fostered

phone skill strengthening and moral boosting

Military: United States Air Force, Washington DC. 1982 - 1994

Provided direct support to the President of the United States

Heads of States and other distinguished visitors

Performed special duties and assignments nationwide

Education: Guilford Technical Community; Criminal Justice

Skills Enhancement Classes:

Selecting High Performing Team Members

Temporary Staffing Management System (TSMS) User Training

Maintaining Customer Loyalty (MCL) WFHM

Bank of America; Portfolio Performance Forecasting

Bank of America; Portfolio Performance Forecasting

Bank of America; Foundations for Leadership

Bank of America; Coaching Practice Workshop

State of North Carolina Loan Officer License

Six Sigma Introduction Training / Overview

Building Team, Diversity and Inclusion Training

Structured Coaching For Frontline and Mid-Level Management

Sexual Harassment Prevention Training

Volunteered at NACA Events Nationwide

References: Available upon request

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