Call Center Chase Bank

STEPHEN SPIRES

**** ****** ****, ************** ** Phone: 502-***-**** Email: **.*****.********@*****.*** Excutive Summary

SUMMARY: B.S. in Business Management with majority of my experiences in the sales/management sector. I have experience in the mortgage banking, telecommunications, & medical supplies industries, however open to learn any industry for the right opportunity. Drive production for team members, as well as communicate and track both personal pipelines and team members projected production.. Provide product and guideline training to enhance production. Strengths include excellent communication and organizational skills, and very task orientated until completion. Proven ability to prioritize and multitask with a consistent record of meeting deadlines while handling a heavy workload. Work in conjunction with quality control/compliance. Very detailed oriented and experienced in developing tracking systems for performance reporting. Proficient in most computer systems and a wide knowledge of most client database software, as well reporting software. Core Qualification

• Cross-functional team management • Complex problem solving

• Skilled negotiator • Risk Management & Risk Assessment

• Sound Judgement • Change Management

• Computer-savvy • Operations Management

• Staff development • Supervison & Training

Professional Experience

Mortgage Loan Originator - NMLS

August 2020 - January 2022

AmeriSave Mortgage Corporation – Louisville, KY

• Develop strategy to accomplish client goals for either refinance or purchase transactions

• Maximize client benefit(s) by looking at the entire picture and presenting in an way so they could understand the benefit(s)

• Develop relationships with clients to obtain referrals from people within their circle of family and contact that are looking for such transactions, refinance or purchase mortgage transactions.

• Coordinate the schedule of all functions of the transaction, such as the appraisal title search closing etc, Ensure timelines are maintained and ensure closings stay on projected schedule. Maintain pipeline to ensure at least $15M to $20M of business is in their available at all times

Enterprise Account Manager III

May 2011 - August 2020

Sprint/TMobile – Louisville, KY

• Managed a group of clients that all billed over $10M annually, grew the book of business to be self sufficient and productive

• Primary contact with the company for my client(s) and developed design ideas in strategic meetings to better utilize existing services and have foresight on expected growth to their network to sustain growth.

• Responsible for retaining existing service(s) and implementation of new designs.

• Worked directly with data centers for client disaster recovery plan and developing their strategy with the company product(s) and service(s) for their business needs

• Was certified for MPLS technology and network enhancements

• Was certified in Mobile Application Integration

• Won Circle of Excellence, top 1% in sales, for the 2020 sales year Team Lead

March 2010 – May 2011

AT&T – Louisville, KY

• Managed anywhere between 7 – 10 employees in the call center environment and tracked and monitored their production.

• Coached employees on techniques that work in the marketplace based on The Science of Consultative Selling methodology.

• Had to develop coaching plans for representatives if below targets and work to bring them to company minimum or begin a performance improvement plan.

• Top Team Lead in Center for 11 out of 15 months in position

• Lowest percentage of team on PIP (Performance Improvement Plan) in 2010

• Team obtained highest percentage of sales in key sales metrics set by company during my 12 month period

• Wrote numerous training decks that are still being used by company today on various topics of focus set by company

Enterprise Account Executive - National Business Marketa May 2008 – March 2010

AT&T – Louisville, KY

• Inbound call center for the Southeast region which handles the request for Small Business clients in 9 states.

• Requests can range from billing questions to ordering of new service and/or changing their existing service.

• Performance matrices are used to track sales and job fulfillment and I am managed to a minimum monthly performance level.

• Hit 100% of objection in 28 of 31 months of production, presented training classes on Data product lines, mentored under performing associates to build better work habits Producing Sales Manager

January 2007 – March 2008

JP MORGAN CHASE BANK

• Managed a region of 11 bank branches in the Southern Indiana market for Chase Bank’s nonprime mortgage division.

• Report activities from each of my representatives, as well as have monthly targets for production.

• Recruited and constructed staff to reach its highest profitability.

• Managed a profit and loss statement, as well as minimum monthly production for each team member.

• Highest producing Sales Manager in Kentucky/Indiana region (41 branches)

• Certified in DO, DU, LP, Freddie Mac, & Fannie Mae guidelines

• 26% growth in nonprime mortgage division from previous year Team Manager

December 2003 – January 2007

COUNTRYWIDE HOME LOANS – Louisville, KY

• Managed sales team covering six states.

• Called loan files with issues to help with production and pipeline management.

• Trained employees extensively on Countrywide products to drive production and provide more options to their clients.

• Interviewed with prospective new hires and trained of all team members.

• Produced personell development plans for team members to achieve monthly production expectations.

• Leaders club for Team Managers for 2006, based on top 20% nationally

• Highest Volume in Branch in 2004, $13,487,000 in revenue for year

• Fair Lending Act & OSHEA standard Certified

Education

Bachelor of Science in Business Management May ’97 University of Evansville - Evansville, Indiana USA Member of Lamda Chi Alpha Fraternity

3.45 GPA

Concentration in Management

Concentration in Marketing

Affiliations

Worked with Young Leaders of Kentucky program with High School Seniors in the workplace Member of Business Leaders Roundtable since 2008

Member of Small Business Alliance of Southern Indiana

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