Plano, TX (C) 214-***-**** email@example.com
Proven ability to build chemistry / camaraderie, effective communicator, relentless work ethic, persistent motivator, leader by example, successful track record, organized, high integrity, creative, startup specialist, strong multi – task capabilities, ability to effectively delegate responsibility and authority. Goal oriented individual who appreciates challenge and is attentive to the needs of her staff, peers and overall company & client satisfaction.
New Leaf Service Contracts 2021-2023
Call Center Director
Provide leadership over teams that handle various line of business both on shore and near shore. Make strategic decisions, such as planning the budget, overseeing organizational KPIs, and coordination with all departments. Work with leadership in other departments to ensure unified directives and promote collaboration and teamwork cross functionally. Forecasting, scheduling and various WFM duties as needed. Regular client interaction and executive team collaboration.
Lynx Services 2019-2020
Customer Service Director
Provide strategic leadership and direction for the delivery of sales services and support to client/customers. Manage all facets of customer retention including participating in the resolutions of customer concerns and defining and developing a customer contact strategy. Analyze operation processes, escalation procedures and performance training needs assessments for identifying opportunities for service delivery improvements and value add to client/customers. Select, develop, and evaluate personnel to ensure the efficient operation of the business.
CSC Service Works 2017-2019
Sr Director Customer Service
Communicated with the field and maintained a solid understanding of their Customer Service support requirements. Managed and developed programs to enhance the Customer Service offerings. Provided program implementation leadership for the field Customer Service teams and acted as a key liaison with internal teams to support the Customer Service initiatives. Promoted and communicated department and adherence to company policy and procedures related to Customer Service. Regular communication and support for team on service performance and updates on new company programs, services and policies and procedures. Developed Customer Service training programs, project management, and program development.
Santander 2013- 2016
Supervised, trained, and developed funding managers in leadership, funding skills, management, and reporting competencies. Reviewed and discussed internal and external compliance activity regularly with staff to ensure consistent practices in accordance with all state and federal laws. Interacted with leadership of other departments to maximize efficiencies and share best practices. Used strategic thinking, analytical skills, and process improvement to continually evaluate and enhance workflow to implement best practices.
Stellar North America 2011-2013
Client Services Manager
Managed and led client and internal team calibration sessions to ensure consistency in scoring and analysis across all departments. Ensured all front-line associates are delivering a consistently high level of service to our external and internal customers. Developed, published and implemented an actionable document for cross-functional teams to improve service based on customer feedback and partnered with operations managers to drive identified improvements. Established regular one on one contact in order to foster strong business partnerships with key client decision makers. Established a clear understanding of the client’s strategic drivers and communicated to the internal teams. Identified and proposed recommendations on strategic value-adds. Developed and implemented a strategic client management plan to strengthen and ensure the ongoing success of the relationship with the client. Worked with the Regional General Manager to resolve all client issues quickly and effectively.
Customer Satisfaction Director
Defined, managed, and delivered a World Class Customer Experience across multiple channels and lines of business in support of defined service level metrics for a company with revenue over $100mm annually with 4 separate sites. Acted as subject matter expert on customer service process definition, design and improvement including: phone system, workflow tools, administrative processes, service recovery and escalation. Participated on cross functional projects to execute business strategy ensuring alignment and integration of customer service with the broader business objectives.
Managed Direct Lending originations sales group with monthly goals ranging from $40mm to $150mm while maintaining strict adherence to company risk and quality standards. Managed 4 direct supervisors with 40-50 agents. In charge of hiring, training, coaching and managing staff to comply with policy and procedure as well as managed department head-count and expenses for budget requirements. Worked cross-functionally with other departments (Loan Processing, Risk, Legal and Compliance) assisting with exceptions to policies and procedures and making high-level decisions on escalated customer accounts. Calculated monthly incentive strategy for sales team using variables to meet business goals. Built, established, and maintained relationships with internal and external customers. Helped build the branch network from scratch and blossomed to a peak of $12 mm a month. Trained loan processing group to implement new changes that helped grow business to all-time profitability levels. Developed call quality monitoring program for all areas to ensure agents had adequate training and developed training manual for sales department.
Bachelor of Business Administration University of Houston Houston, TX