CHIVON WRIGHT

ad42o1@r.postjobfree.com • 602-***-**** cell/personal

EDUCATION

Keller School of Management Phoenix, AZ 2018

Degree: MBA

Major: Business Management

Alabama State University Montgomery, AL 2007

Degree: Bachelor of Sciences

Major: Business Management

SKILLS

Proficient in Microsoft Office Suites

Ability to prioritize, multi-task, and work well under pressure.

Exceptional communication skills both written and verbal.

Ability to learn quickly and retain knowledge

PROFESSIONAL EXPERIENCE

Green Dot Corporation

Remote (February 2022-February 2024)

Process Improvement/Fraud Supervisor

Responsible for creating and writing all SOP/QRG for the fraud department.

Responsible for general fraud knowledge to assist with preventing incoming fraud

Created a SharePoint site to organize and store SOPs, QRGs, policies, procedures and organizational announcements within the fraud department

Created a quality control process which included developing a QA form, coaching opportunities, and updating SOPs, QRGs, policies and procedures to prevent incoming fraud within the organization.

Responsible for process improvement and a quality team of contractors.

Expert TQM, Lean Management and Kaizen

Provided and collaborated with other departments such as disputes and customer service to prevent fraud.

Assisted in Process Improvement pertaining to SOPs, QRGs, policies and procedures within the fraud department

Created rules to assist with detecting fraud by working with other departments such as disputes and customer service

Responsible for interpreting and understanding all contracts and agreements within the fraud organization.

Created and developed a team to detect and deter fraud while saving the company millions of dollars from incoming fraud detection

Cenlar FSB

Tempe, AZ Remote (March 2019- February 2022)

Research Operations Supervisor

Managed a back office team of 12-18 employees.

Ensured back office team met required metrics.

Reviewed correspondence letters to the borrower/members to ensure zero errors.

Provided training on how to perform back office duties such as emailing and processing task per the borrowers/members request.

Provided coaching when errors exceeded the companies required metrics.

Managed payroll via ADP.

Tempe, AZ (February 2018- March 2019)

Customer Service Operations Supervisor

Took Escalation calls when borrowers or agents provide a complaint.

Tracked and processed complaints received from borrowers/members via sales force.

Managed about twelve to twenty employees by coaching, training, and making sure their time for payroll was complete via ADP.

Worked closely with the Human Resource department to ensure our rules and guidelines are followed as outlined in our Employee handbook.

Motivated team members with incentives that include: Movie tickets, potlucks, decorating competitions, theme-based events to help with work life balance, and recognition for good performance by going above our required metrics.

Managed average handle time, notating time, and productivity by utilizing tools such as Avaya.

Provided coaching to Customer Service Specialists on how to improve the borrower/member experience when taking a phone calls.

Completed the management training program by learning STAR, Coaching techniques and how to train an employee.

Sent emails for our agents as needed to our borrowers and members per document request email.

Actively communicated through chat and email with my team.

Tempe, AZ (February 2017-February 2018)

Research Specialist- Customer Service

Processed tasks that were required to meet service level agreements.

Emailed borrowers a response after they inquired about their mortgage via E-mail.

Met and exceeded metrics that were required to meet service level agreements.

Did overtime to assist with catching up our queue which included: E-mails and Tasks.

Took phone calls when call volume required to meet metrics in our Call Center.

Provided guidance by advising other team members how to process required tasks and emails.

Developed training tools which included: tutorials and step by step process guides.

Implemented the Back-Pack Drive initiative to give back to students who were unable to get back packs for school which included: elementary students and middle school students.

Worked closely with Customer Service call center agents to develop better ways to handle our borrowers and member’s questions by developing training tools.

Completed my MBA while working on improving current processes.

Tempe, AZ (May 2016-February 2017)

Customer Representative- Customer Service

Took phone calls on borrowers, members, and clients questions pertaining to their mortgages.

Processed payments for borrowers and members mortgages.

Provided explanations on escrow accounts which included: taxes, PMI, MIP, and insurance.

Did outbound “Welcome Calls” to our borrowers and members to provide an explanation of how we service their mortgage.

Won numerous awards for being the top customer service representative.

Maintained an average handle time of six minutes and thirty seconds.

Received numerous “Kudos” calls from our borrowers and members.

ORGANIZATIONS

Phi Beta Lambda Professional Business Fraternity, Theta Beta

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