Customer Service Manager

Michelle Yohman

●********.******@*****.*** ● Brook Park, OH 44142 ● 440-***-****

SUMMARY

A dynamic operations professional adept in problem solving, identifying risk with a strong focus on compliance, leadership and people development. Skilled in leading teams to achieve and exceed results through coaching and mentoring.

Leader by positive example of over 80 people; able to improve communication and determine workgroup efficiency needs.

Well versed in MS applications, call center environment and technologies, including IVR and ACD systems including reporting.

Experience using Onbase with workflows; FiServe.

10+ years system testing and audit experience.

Internal and external audit experience; no material findings in over 60 audits spanning 12 years.

Strong technical and analytical skills; able to see the big picture

Exceeded goals, department metrics and expectations of senior management.

Successfully conduct all phases of Human Resource needs such as hire/termination/discipline.

Experienced with mortgage loan documents.

Experienced with mortgage loan procedures/regulations

PROFESSIONAL EXPERIENCE

NEW YORK COMMUNITY BANK, Cleveland, OH

General Residential Loan Servicing Supervisor July 2015-December 2017

Managing team that fulfills mortgage loan administration requests and document retrieval.

Decreased error rate of team from 70% to under 4% for all correspondence.

Increased team morale by positive reinforcement and process development.

Introduced structure through monthly reviews and weekly team meetings.

Introduced team building through appreciation and recognition of other departments.

Handles Successor in Interest inquiries and administration.

CREDIT FIRST NATIONAL ASSOCIATION, Brook Park, OH

Section Manager – Customer Service March 2013-June 2015

Managed call center and ancillary teams of 80+ employees handling 1.2MM active accounts with 70,000 calls monthly.

Improved call center performance.

oDecreased abandon rate by 20%

oImproved IVR routing/call distribution

oIncreased service level by 30%

Developed and motivated team to promote positive servicing atmosphere.

Coached teams and led several initiatives to improve employee morale.

Developed HR/disciplinary process and forms.

Streamlined training initiatives.

oImplemented online forms and Customer Service Manual/SOP

Identified and mitigated risk for the Bank by reviewing procedures and implementing bi-annual reviews.

MICHELLE YOHMAN PAGE 2

Conducted monthly performance reviews for both supervisor teams and set up One on One development plans.

Managed appropriate staffing levels to call volume increasing department performance.

Started interdepartmental meetings to improve communication among operation groups.

Responded to executive level complaints, BBB, OCC and Attorney General.

Started process of converting paper processes to electronic.

Participated in redesign of website for improved customer engagement.

Involved in several new Company initiatives and viewed as a leader and go to person.

XPRESS LOAN SERVICING, Cleveland, OH 2004 – 2011

AVP – Loan Operations February 2008 – June 2011

Managed Inbound Call Center, Offline Processing and Guaranty Relations servicing a portfolio of 300,000+ borrowers and over $9.2B.

Ensured department functions were completed accurately and timely. Exceeded established performance metrics plus 100% audit compliance.

Managed staffing and service goals, processing accuracy and mitigating loan risk.

Identified processes affected by regulation changes and adapted as necessary to ensure they were implemented across the Servicing department.

Identified risk and missing audit standards; corrected and reported to VP. Performed quarterly system / process / compliance audits.

Represented VP frequently for decisions and backup support.

Developed policies and initiated bi-annual department policy review to ensure changes implemented were documented and existing policies were reviewed for improvement.

Reviewed and provided reporting on key metrics for each department to VP for an understanding of department performance and accuracy.

Successfully handled escalated customer and employee issues.

Coached and mentored to improve performance of others. Recognized talent and used stronger skills to benefit areas within the department.

Improved inter-department communication by hosting monthly meetings and created a cross-training program between all departments.

Reduced new hire training time 50% by co-restructuring program.

Conducted employee satisfaction surveys to evaluate morale, staff proficiency and reduce internal complaints.

Customer Service Manager May 2006 – February 2008

Responsible for staff of 35+.

Handled executive level borrower complaints for CEO and senior management.

Created effective reporting techniques to increase transparency for senior management saving time and allowing them to see a snapshot and still get the big picture.

Customer Service Supervisor May 2004 – May 2006

EDUCATION

BA, Business Management, Walsh University, North Canton, OH, 1996 GPA: 3.26, Dean’s List 2 years

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