Call Center /Customer Service Manager
Resume:
Mary E. Gooch
**** *. ****** ****** *******, IL. 60615 773-***-**** *************@*****.***
Profile Summary:
Candidate with an extensive consumer financial background and call center experience at a management level. Positive and motivated individual
who is able to multi task in a high volume work environment. Excellent ability to communicate effectively with various levels of an organization,
manage and prioritize work and cultivate professional relationships. Possess technical and analytical skills.
Enova, Chicago, IL
Call Center Manager, Australia Customer Service Call Center 2012 2014
Handled all operational and administrative duties of overseeing the day to day performance of a multi functional call center encompassing
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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
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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
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present metrics for call center performance trends.
Directly responsible for ensuring compliance conformity among call center representatives in regards to customer contact and lending
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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
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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
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management, performance improvement plans, talent assessment and termination.
Create an environment focused on promoting a positive internal and external customer experience.
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Section Manager, Canada Customer Service Call Center
Manage all call center roles.
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Analyze performance data and call center reports.
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Conduct one on one/coaching/training sessions, including QA monitoring.
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Responsible for timekeeping, associate schedule management and payroll reporting.
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Act as first point of contact for all associates in the department.
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Handled escalations and utilize independent judgment regarding the resolving/forwarding of team issues.
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Responsible for conveyance and implementation of latest call center procedures as provided through collaborative efforts with Department
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Manger as well as Strategy & Operations team.
Evaluate, document and administer performance information and corrective action notices.
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Collaborating with manpower vendors, performed and documented candidate interviews and provided feedback on hiring
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recommendations.
Equity Source Home Loans, Matteson, IL 2005 2011
Branch Manager/Senior Processor
Responsible for the full operation of a net branch mortgage office with 20 loan originators and operations staff, including marketing.
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Hands on manager in which I was the primary processor all loans (FHA, Conventional and Commercial)
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NCS Mortgage Call Center Matteson, IL 2002 2005
Team Manager
Responsible for a team of 15 20 loan originators, along with maintaining my customer base. Additional duties include but not limited to
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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.
The First Commercial Bank Chicago, IL 2000 2002
Assistant Vice President
Head of the consumer loan department, including loan servicing.
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Established procedures for the department and training of the staff, including compliance.
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Reviewed loan request, with emphasis on real estate transactions.
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Responsible for the initial interview with commercial loan applicants.
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Handled the review and decision making of commercial loan renewals.
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Monthly training meetings with personal banking/teller operations for cross training purposes.
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Prepared loan documentation via Laser Pro.
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Supervised the collection of the commercial and consumer loan portfolio.
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CRA/business development activity.
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Atlantic Bank of New York Chicago, IL 1998 – 2000
Assistant Vice President
Created and established a consumer loan department, including loan servicing.
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Implemented policies and procedures with emphasis on real estate transactions.
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Acted in every phase of the lending process from application and interview to closing.
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prepared all loan documentation via Laser Pro.
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Handled the review and decision making of commercial loan renewals.
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Managed the collection of the consumer and commercial portfolio.
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Marketing and business development responsibilities.
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EDUCATION
Professional Development
Employee Engagement
Leadership Development
Building Your Emotional Intelligence
Results Based Management
Change Management
Conflict Resolution
Coaching for Results
Effective Interviewing
Interview Certification
DISC for Leaders
Real Estate Institute
Continuing education for 2002 – 2011
licensed loan originators.
(seminars, webinars, in person classes, courses)
American Institute of Banking
Courses and seminars related to the Banking Industry 1994 – 2002
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