Customer Service Manager

Joseph L. Walker

***** ********* **, ******** ** 44095

Cell 440-***-****

Email *************@*******.***

Summary

Proven and driven leader with 12 plus years in management role. Experience includes operations, mortgage underwriting, collection, customer service, unsecured lending, anti-money laundering, credit acquisition, business lending, training and coaching, compliance, performance management, and risk prevention. A professional with exceptional skills in leadership, people management, revenue generation, customer service, and problem solving skills.

Areas of Expertise

Operational Manager

Salary Structure/Compensation Analysis

Staff Training/Coaching

Inbound/Outbound Call Center Supervisor

Staff-Retention Programs

Hiring and Recruitment

Develop Future Leaders

Administrative Skills

Compliance Review

Performance Management

Professional Experience

Cleveland Clinic – Independence, OH

Department Supervisor

2016 – Present

Supervises the day to day operations for a billing call center. Up to 25 representatives report to me directly for guidance and opportunities. Manager projects that assist in making the department efficient and the customer experience the best. Look for trends in volume and metrics based on the calls and questions coming into the center.

Key Achievements:

Assisted in the education of Work Lead

Created metrics for non-phone representatives

Maintain an active role in the growth of team members

National General Insurance – Cleveland, OH

Operations Supervisor

2015 – 2016

Supervise everyday working of department operating process and increase efficiency of workers for various growth oriented programs. Maintain and provide efficient backup to supply department and ensure achievement of all internal and external needs.

Provide training to workers and provide upgrade to various technical skills. Analyse and identify all performance related issues and ensure appropriate steps to prevent loss. Administer all indoor performance in department through efficient coaching and monitoring.

Key Achievements:

Increased adherence performance from 93% to 97% with coaching and daily break downs

Created a companywide call evaluation collaboration amongst all regions of the company

Drove results by analysing reports and using data to coach associates for successful rate in goal achievement

Implemented the new I.C.R. (initial Call Resolution) performance to assist call volume

Bank of America/MBNA – Beachwood, OH

1999 - 2013

Underwriting Supervisor (AVP)

2012- 2013

Managed a team of 12 residential first and second mortgage underwriters ensuring compliance and quality with established policies and procedures. Has approval authority for more complex loan requests and exceptions to policy. Has responsibility for operations management including department goals, load levelling loans, staffing, coaching, and performance management. Assistance in helping coordinate on-site investor audits. Executed the loan origination process, including ordering credit reports, appraisals, title reports, UCC searches, insurance information, and flood certificates. Continued education on current banking products and services.

Key Achievements:

Achieved a top 5% in rankings amongst 128 underwriting teams in the central region

Provided meticulous attention to detail in underwriting mortgage. Evaluated the financial strength of the borrowers to determine risk and repayment capacity

Drove results by analysing reports and using data to coach associates for successful rate in goal achievement

Ensured loan submittals met internal and external eligibility requirements. Gained extensive experience in underwriting HARP, Freddie Mac, and Fannie Mae loans

Specialty Account Review Unit Supervisor/AML and Fraud (AVP)

2011 – 2012

Managed a team of 21 senior lenders who were responsible for protecting Bank of America's assets and mitigating losses in the Anti-Money Laundering Unit employing sound credit lending judgment and working with the customer to establish potential credit risk. Scheduled and monitored workflow, provided coaching and feedback, and resolved complex customer issues. Ensured compliance with federal laws and company guidelines in order to minimize losses and legal concerns. Responsible for all aspects of analysis, strategy, and reporting as well as interfacing with senior leadership including legal, compliance and field investigation partners. Presented finding in large group setting. Active member of a multi-bank committee responsible for identifying suspicious activity and industry trends.

Key Achievements:

Reduced Bank of America’s overall exposure to open lines of credit by over $200 million dollars in 2011

Instrumental in creating all strategies for the Specialty Account Review unit to protect the interests of the bank

Adapted on a monthly basis to constant changes in new fraud schemes and anti-money laundering activities to defraud the bank

Managed a project to create education and training material for current employees and managers for a transition of the department to a new regional site

Credit Supervisor in Credit Line Increase, Risk Detection, Compliance, Retention, and Escalation Unit (AVP)

2007 - 2011

Managed teams of 18 to 30 associates that evaluated each customer’s ability, stability, and willingness to repay balances owed. Capitalized on growth opportunities, while taking action to mitigate risk on accounts. Demonstrated understanding of complex credit issues that needed exception review. Granted lending authority of $250,000 sign-off for credit division lines of business. Worked with multiple regions to define strategy and assumed lead responsibility for division wide projects, including education, compliance, and growing business. Managed the assistant managers team including setting their goals, monitoring progress, and career development. Ensured compliance with federal laws and company guidelines in order to minimize losses and legal concerns.

Key Achievements:

Ensured accurate and timely completion of all administrative duties including, but not limited to performance and development plans, incentive, time sheets, personnel policy administration, and performance feedback

Effectively led the new manager education and development of the manager on call unit, that reduced the work load for the management team by 25%

Worked with other departments across the multiple regions to share best demonstrated practices on how to improve associate satisfaction and department performance

Worked on a project that organized and ran Existing Customer Credit and Retention’s regional listening sessions on a weekly basis to identify call trends and opportunities to make better overall decisions in 2010 to 2011. Based on this project we increased sales by 13% and cut loses over 17%

Customer Service Supervisor and AM Supervisor (AVP)

2004 - 2007

Managed teams of 15-28 associates that provided service to our customers in both our credit card and consumer finance portfolios. Mentored team manager and lead the department in the absence of a Unit Manager. Job function required knowledge and management experience from multiple lines of business. Served as a liaison with support partner. Responded to escalated situation and proactively worked to resolve customer and employee concerns. Responsible for cross selling appropriate bank products to meet customer needs and goals of the organization. Managed the compliance process and protocols to ensure department adherence. Managed the Assistant Manager unit for future leaders in the organization.

Key Achievements:

Launched our Phoenix site in preparation for new hire training and education for a new site – September 2006

Implemented the customer satisfaction “Make It Right Drive Delight” campaign in 2007

Monitored employees on a daily basis to increase production in sales and customer service, based on the additional implementations increased sales by an average of 11% and reduced service levels by 8%

Exceeded individual and company goals on a monthly basis with an average of 92.3% success rate for associate success for goal achievement

College

Clarion University of Pennsylvania

Political Science/Philosophy

Affinity groups and organizations

Lead for Women, CHOICES, Cleveland Food Bank and Phi Sigma Kappa Social Fraternity

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