Account Manager Contact Center

John Paxton

**** ***** ***** ** ** Orab, OH *****

Phone: 704-***-****

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

Summary of Qualifications

Ihave over twenty years of industry leading customerservice, client management, sales and trainingexperience while being recognized and promotedto manager/trainer in each of my pastroles.

Professional Experience

Advantage Title,Charlotte NC (Remote)

Client Advocate/Account Manager 2020-2024

● Responsible for handling inbound/outbound inquiries from mortgage lenders, brokers, realtors and homeowners via phone, email, chat or company website regarding a variety of questions

● Responsible for Soliciting existing clients to use Advantage Title as the primary vendor for TitleServices

● Met with Sales Managers, Operation Team and Management via Zoom, Teams chat, as well asonsite visits to promote the company brand andunderstand organizational and client needs

● Top Producing Account Manager in Organization All-Time Home Point Financial,Charlotte NC

Contact Center Manager/Agent2015-2020

● Originally hired as the initial Contact Agent but was promoted to Contact Center Manager after 1 year(Initial role involved over 200manual outbound dials/day)● 25 Member Team handled multiple inbound mortgage leads campaigns that were Pre-Qualified priorto transferring client to LoanOfficer or Account Executive(Also was a Producing Agent 25% of my day)

● Branch volume grew from $20M-$120M after establishment of Contact Center

● Responsible for hiring, training, and daily management while building culture and morale

● Collaborated with Sales, Operations and Marketing Teams to increasingly deliverindustry leading service to our prospective borrowers/brokersresulting inthe highest customer service scores outof 3 sites for 4 consecutive years

● Worked with IT Department Management to build out fully functional CRM

● Awarded Employee of the Month 6 times and Employee of the Year in 2018 Proficient in the following Systems:

Microsoft Word, Excel, Outlook, Encompass, Velocify, Octane, Optimal Blue, Mortech, Zoom, 5x9 Phone System, ResWare

Education

Wittenberg UniversityGPA- 3.65 BA BusinessAdministration

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