Manager Customer Care

Joe Miranda

972-***-**** Buckeye, AZ ***** ***********@*****.***

PROFESSIONAL SUMMARY

Motivating, personable, goal-oriented leader with a proven record of accomplishment in execution of KPI’s and department success. Key focuses include hiring top talent, employee engagement, building a team-oriented environment with positive morale and improving customer satisfaction through development of managers and front-line employees.

SKILLS

Operations Management

Executive Leadership

Recruiting/Interviewing

Leadership Development

Reporting analysis

Organizational Effectiveness

Management – Multi-site Call Centers

Brand Ambassadorship

Training and Coaching

Manager training

Employee Learning & Development

WORK EXPERIENCE

Shellpoint Mortgage Servicing Jan. 2020 -- Present

Senior Manager- Loss Mitigation

Oversees the day-to-day tasks and performance of Loss Mitigation teams and supervisors.

Manage a combination of fully remote teams in different time zones and on-site teams for maximum efficiency.

Acts as a liaison with other departments to foster efficiency and high-quality output.

Ensure compliance with all Investor guidelines and quality controls are in place to protect Shellpoint and its clients

Virtual training and engagement in fully remote environment.

Provide positive leadership and coaching, including performance measurements, appraisals and other actions impacting employee job related functions

Maintains, update and create process and procedure documentation for the Loss Mitigation team.

Prepare weekly/monthly reports and monitor time frames and work performance

Directs change within the department. Promotes an attitude of optimism and progress.

Prepares and presents workflow and results to Senior Management and clients as needed

Assists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs.

Ensure department policies and procedures are maintained and timely updates are submitted. Continually review and refine processes to ensure efficiency and accuracy

Set goals for monthly incentive based on historical performance and aim to meet or exceed monthly production goals.

Work with analytics to improve reporting and process improvements.

Project management

Mr. Cooper Group Feb. 2008 – Dec. 2019

Assistant Vice President of Customer Service/Loss Mitigation – Champion Mortgage (Oct. 2017 - Present)

Manage daily operations for Champion’s multi-site Call Center (TX/AZ) and Customer service team.

Ensure proper staffing and recruiting efforts are met to maintain best in class service levels.

Implement new processes for efficiency and better customer experiences by working with support groups to leverage existing technology in other areas into Reverse Mortgage space.

Coordinate with Training Department to implement new courses for continued learning and ensure new hire training updated regularly.

Regulatory compliance audit reviews and response.

Drive employee engagement and morale with contests, fundraising for charity, recognition programs, company communication shout outs, and skip level meetings for employee voice and feedback.

Assistant Vice President of Customer Service / Loss Mitigation – Mr. Cooper (Nov. 2013 – Oct. 2017)

Managed business operations for early stage delinquency for FHA/FHLMC/Private Securities investor groups at our Chandler Site.

Worked with our Workforce Management team on the correct staffing and scheduling to maximize phone coverage throughout the month.

Implemented training and goals for managers and representatives for department consistency and efficiency.

Worked with peers in off-site and offshore locations to ensure production, training and projects are meeting deadlines, goals and expectations.

Assigned to work on remediation efforts for internal First Line of Defense team, Quality Assurance and CFPB audit findings to remain compliant with Federal regulations and reduce risk.

Worked in conjunction with HR and recruiting for selecting, interviewing and hiring of representatives and meeting staffing needs and goals.

Coordinated with the Training department for new hire, supplemental, and ongoing training, coaching and development of staff.

Campus Captain for recruiting team, involved in recruiting on local college campuses.

Submitted monthly and quarterly bonus for review and approval for both manager and representatives and work with Finance to meet deadlines for payouts. Update bonus plans accordingly when necessary.

Mr. Cooper Group FKA: Nationstar Mortgage LLC

Private Securities Loss Mitigation Manager (June 2013 - Nov. 2013)

Facilitated in the opening of our new Chandler AZ site, assisting in various projects to ensure the site was ready first day of business, including but not limited to: Ordering and tracking access to systems for new hires, working with IT and facilities to ensure new hires had all necessary tools for success.

Managed the interviewing and hiring of over 200 employees through several round-robin events.

Managed, coached and developed 10-15 front-line employees for outstanding customer service and resolutions.

Coordinated several key Loss Mitigation training courses and Customer commitment training to new hires and staff.

Bankruptcy Loss Mitigation Manager (Feb. 2012 - May 2013)

Managed the implementation of new processes such as daily production updates, one-on-one training, career discussions, team building and goal setting.

Managed in creation of reporting and tracking through Fortracs/Access.

Escalated files for the inactive bankruptcy team that required special attention through my direct supervisor, other investor groups and departments, Legal, Compliance and Customer Care.

Traveled to sister sites to provide training in handling Active/Discharged bankruptcy accounts while still providing resolutions to customers.

Loss Mitigation Specialist (July 2009 – Sept. 2011)

Provided resolutions including the Home Affordable Modification Program, Capitalization Modifications, or possible liquidation alternatives.

Analyzed financial situations and hardships in efforts to cure delinquency through assistance options available, including account reinstatement, Capitalization Modifications and the U.S. Treasury Home Affordable Modification Program.

Loan Officer (Feb. 2008 - July 2009)

Licensed in numerous states

Dealt with existing customers to find the loan program that best fit their needs based on qualifying financial factors.

Education

University of North Texas – Bachelor of Arts (B.A.) General Studies

Contact this candidate