Call Center Operations Manager
Resume:
BRIANA CORLISS
*** ******* ** ****** ************ SC • 864-***-**** *********@*****.***
OBJECTIVE
Experienced call center Operations Manager with knowledge of multiple levels of call center employment. Have worked in a call center atmosphere for several years from starting as an agent to working myself up to management. I have learned many aspects of working in a call center from providing customer services, sales, retention, collection, training, call listening/disputing, and managing teams to be successful. I am goal oriented and always strive to be the best as an individual and as a team.
EDUCATION
Keiser University Melbourne, Florida
General Classes
EXPERIENCE
New Rez LLC- Shellpoint Mortgage Servicing
Loss Mitigation Team Lead -July 8th- present
Monitor 80 calls a month and provide a quality score based on review
Process FNMA and Freddie Mac loan approvals or submissions if need investor decision
Hold daily call calibration with department to ensure coaching is the same across department
Meet call scoring metrics monthly
Meet production metrics monthly
Provide any necessary coaching to improve QA score
Provide team polling on any new updates to test agents knowledge/understanding to process
Provide any updates for process changes that may need adjusting
Loss Mitigation Representative March 4th 2019 – July 8th 2023
Handles multiple mortgage products that are 60+ days
Manage a pipeline of 100+ accounts to convert into active plans
Minimizes loss due to foreclosure through the use of loss mitigation options, such as pre-foreclosure
sales, loan modifications and repayment plans.
Arranges for contractual services relating to property inspections, appraisers, real estate agents, etc., who may be involved in the inspection or evaluation of the property.
Makes calls to borrowers, borrowers’ authorized representatives, and brokers
Ensures compliance with company policies and procedures
Analyzes financial statements, tax returns, credit reports, and the value of the collateral in order to determine and recommend the most feasible and appropriate workout to the customer
Meet monthly goals in regards to bonus and QA scores
Cross Country Home Services
Supervisor retention Anderson, SC May 14th 2018-March 1st 2019
Coach and developed 13 agents in retention efforts
Perform weekly 1x1 with agents to go over performance
Effectively communicates corporate and department objectives on a regular basis
Provides recommendations for hire, advancement, promotion or termination of employment
Interview potential new hires
Prepares performance appraisals and provide feedback and recommendations to the Manager/Director of Servicing
Motivates and creates a positive working environment to achieve productivity and performance standards
Managed attendance issues, implemented necessary action and complete performance reviews
Assist agents with escalated calls and providing assistance regarding claims
American Credit Acceptance
Supervisor collections Spartanburg, SC January 31st, 2017 to March 2018
Coach and developed 10 agents and 1 team lead
Effectively coached and developed agents to meet and/or achieve our overall KPI’s, Cash Collected, Pay down, % Now Due
Effectively communicates corporate and department objectives on a regular basis
Creating business strategies who have proven experience in planning, developing, and implementing strategies for improving efficiency, increasing profit, and reducing downtime
Developed escalation schedule to ensure adequate coverage
Created PowerPoints to lead meetings with members of the executive team
Motivates and creates a positive working environment to achieve productivity and performance standards
Prepares performance appraisals and provide feedback and recommendations to the Manager/Director of Servicing
Assess collectors/team leads development needs, draft development plans, and monitor performance
Provides recommendations for hire, advancement, promotion or termination of employment
Trains and coaches collectors and team leads to support the business objectives of the department
Managed attendance issues, implemented necessary action and complete performance reviews
Concentrix
Operation Manager Greenville, SC January 4th 2016-September 1 2016
Managed a department of up to 28 employees
Review employee referral resumes and determine qualifications for the department
Perform interviews for new agents since Feb 2015 and determine if they meet requirements
Complete all onboarding procedures by creating new employee access to client systems
Perform any off boarding for agents upon resignation or termination
Work with training department to ensure that all material is being delivered correctly and new agents have all necessary tools before taking live calls; assist in training new hires
Motivate team members to achieve the highest in sales
Collaborate with management staff to ensure coaching session are performed each week
Work with VZT client weekly to verify Concentrix is performing within standards and discuss upcoming changes for the project
Process end of the month compensation for agents who meet guidelines for bonuses
Complete payroll reports, departmental reports and schedules on time
Attend weekly performance reviews with the client and upper management
Review KPI reports
Supervisor Retention August 2015-January 3rd 2016
Managed a team of 13 agents and performed 2 coaching sessions each week per agent
Managed attendance issues, implemented necessary action and complete performance reviews
Provided client updates to staff and ensured they make adjustments accordingly
Motivated staff and provided helpful tips to help become top agents
Collaborated with Operations Manager to make sure any necessary training or tasks were completed by deadlines
Assisted Operations Manager in performing interviews for new agents and reviewing any referrals received to determine if they met department standards
Training assistant February 5th 2015-August 2015
Assisted head trainer with training new agents
Provided learning strategies on call flows and updated job aids
Assisted with preparing agents for certification call and in taking live calls
Retention/Sales Specialist August 2013-August 2015
Completed outbound collections on past due accounts
Prevented account cancellations and suggested new account products
Educated value on safety and security packages
JPMorgan Chase
Quality Specialist Melbourne, FL Feb 2011- July 2013
Reviewed the completion of a trial modification and process the final modifications
Review final modification terms and make sure they are correct and meet guidelines
Submitted approved modifications for final documents to be generated
Relationship Manager August 2010-February 2011
Assisted borrowers in completing necessary documents for loan modification review
Accepted incoming calls and make outbound calls
Managed 160 files and met a certain quota each day
Collector February 2009 - August 2010
Completed outbound calls on an automatic dialer system
Set up payments on borrowers home loans to either bring the past due balance current or setting up just one payment
Percepta
Customer Care Specialist Melbourne, FL Dec 2007-February 2009
Communicated with Customers, Dealerships and Zone Managers to resolve Ford vehicle issues
Processed 100 loans, sending out contact letters and making outbound calls
Authority to provide financial assistance to customers regarding any vehicle repairs
Customer Service Representative March 2007- Dec 2007
Accepted inbound calls, speaking with customers regarding their Ford, Lincoln or Mercury vehicle
Advised if the situation needed to be escalated or would provide a denial on a customer’s vehicle situation
AWARDS
Unsung Hero Award
Perfect Attendance
Top Collector
Race to the Finish
SPECIAL SKILLS
Processing new employees
Create job aids
Excel
Power-point
Microsoft Word
Outlook
LPS
MSP
Lenderlive
WPII
SmartBPM-Default Workflow
Agent Desktop
Oasis
Seibel
Zimbra
Converge
ADP
Issuetrak
IEX
CCS (Client Contact System)
Lisa
Ultipro
ADP
Contact this candidate