Customer Service Manager

W. RICHARD ROHDE

REVENUE GROWTH & CLIENT SATISFACTION THROUGH OPERATIONAL LEADERSHIP

**********@*****.*** 443-***-**** https://www.linkedin.com/in/wrichardrohde

VENDOR MANAGEMENT BUSINESS MANAGER DIRECTOR, MANAGED SERVICES

Accomplished executive level professional with strong business and operations abilities who brings 15+ years of experience of demonstrated leadership successes. Proven ability to develop and implement process improvement strategies, cost control analysis and employee engagement practices that have resulted in significant company revenue growth. Known by colleagues for leading operations with an unwavering customer centric drive that has improved client wait times and doubled customer satisfaction rates. A background within the mortgage industry at the V.P. level who holds both operational knowledge and a keen business acumen that crosses all industries. A driven, calm and collected team builder who has established ability to rally a team resulting in gaining mutually respected relationships with internal staff and external business relations.

Competencies that Drive Strong Business Outcomes

Business Operations Vendor Management

Staff, Supplier, Vendor Relations

Stakeholder and Partner Relationships

Process Optimization Strategies

Supply Chain, Products & Services

Vendor Terms, Conditions and Negotiations

Business and Regulatory Compliance

Client Services, Customer Satisfaction

Competitor Analysis and Reporting

Project Management, Planning and Implementation

Performance Monitoring

High Employee Engagement, Mentoring

Product Implementation

Profit & Loss, Cost Control

Strategic Sourcing, Outsourcing

Credit and Underwriting

Business Development

Professional Career

Finiti, Columbia, MD 2002 – 2016

Senior Operations Manager II of FPSDirect 2011 – 2016

Drove the strategic vision of this start-up national real estate vendor management and technology solution company. Managed operations, establishing operating goals, providing web portal oversight, information services, and business process practices as well as the implementation of various programs. Highly involved in vendor relations.

Employee Efficiency Steered the success of improving employee efficiency by 500% by implementing productivity objectives.

Negotiations Reduced expenses by 42%; effectively communicated and executed agreements.

Process Design & Development Created 17 new processes that resulted in substantial revenue growth.

Program Improvements Designed and executed cost reduction programs and increased the efficiency and overall performance of the information services systems.

Product Development Planned and implemented new products and ensured quality through detailed tracking.

Vendor Analysis Reporting Delivered status and outcome reporting following detailed analyzation.

Relationships Developed and nurtured relationships with vendors and clients.

Other Leadership Deliverables Involved in various project management functions, and oversaw the help desk, purchasing and asset management (facilities).

W. RICHARD ROHDE

**********@*****.*** 443-***-**** https://www.linkedin.com/in/wrichardrohde

Senior Operations Manager - Appraisal 2006 – 2011

Accountable for leading a team of cross-functional staff, implementing process improvements and system enhancements. Reduced appraisal turn-around time by 35% in the first six (6) months with an increased on-time percentage by 50% and doubling customer satisfaction ratings.

Personnel Oversight Directed the staff supporting all valuation products including appraisals, AVM’s, BPO’s and flood reports, directed staff appraisers as well as customer service.

Vendor Management Established and maintained effective relationships, negotiated to secure favorable deals, ensured vendor service met expected deliverable for quality and timeliness.

Program Development Developed and implemented Staff Appraiser program.

Budgets Prepared budgets while adhering to company goals and objectives.

Operations Manager Vendor Management 2002 – 2006

Served as the leader of vendor recruitment/sourcing and vendor delivery for appraisal, title, and closing. Increased appraisal and title vendors by 800% which vastly ensured timely order completion. Reduced vendor costs by 31%.

System Development Created a specialized vendor panel which reduced inbound calls by 60% and greatly improved efficiency and customer satisfaction.

Branding Developed and executed a marketing plan that increased company presence.

Travelers Bank and Trust, Hanover, MD 1999 – 2002

Credit Manager

Successfully led the credit decisions and growth for a specialized lending program that included self-employed borrowers, multi-family properties, and rental properties. Comprehensively marketed the program to branches throughout the country which led to a five-fold increase in business. Oversaw underwriting for in-house renewal loans. Additionally, lending volume increased from $3.5M to $17M per month with a 485% increase in volume with only a 33% increase in staff.

Educational Background/Training

Towson University, Towson, Maryland

CCBC, Essex, Maryland

UMUC, Adelphi, Maryland – Graduating 2019

Compliance Training, MAGIC Customer Service Program, Appraisal Certifications, Microsoft Office

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