Center Data Call

Sterling C Ellens

**** ******* ** #***

Springfield, OR 97477

(605) 381- 2034

***************@*****.***

Highlights

• Results driven, service oriented, initiative-taking, and able to work independently

• Strong billing and accounting knowledge

• Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment

• Call Center Servicing and Collections Operations

• Strong project management, decision making and time management skills with the ability to manage multiple projects

• Flexibility in work schedule

Experience

Sourcepoint Mortgage Solutions – Call Center Operations Manager Sept 2017- Present

• Manage three USA based and one offshore location remotely. Locations include Eugene OR, Henderson NV and Houston TX, Mexico City, Mexico

4 supervisors

11 team lead

• 150+ mortgage loan servicing agents

Oversee the daily functions of the internal contact center and serves as primary liaison with servicing partner ensuring contractual obligations to KPI’s and SLAs are meet by, analyzing call center data, preparing reports, and identifying and implements process improvements to ensure most efficient use of resources.

(CSAT, AHT, QA, Adherence, Shrinkage, Attrition ASA, Abandon Rate ECT.)

• Manages, coaches, and develops direct reports by providing ongoing and timely feedback regarding performance, regular recognition, and encouragement.

Gives input into strategy and is responsible for implementing strategic direction and managing change

• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center

Sykes - Call Center Team Lead/ Billing and Collections Sept 2014 - Sept 2017

Managed a team of approximately 1:18 ratio of TL to CCR

Promoted and demonstrated a positive work atmosphere by communicating in a manner consistent with professional standards that collaborate effectively with members, co-workers, management, and HR

responsibility for establishing and assuring adherence to operational objectives, schedules, work plans and performance requirements.

Maintain updated knowledge of the Contact Center performance requirements as well as HR policies and procedures

Applied management skills to direct reports include mentoring, coaching, engagement, problem-solving and CCR promotion opportunities

Learned and become a subject matter expert on domain, quality, and technology

Cayucos market, Cayucos, CA – Team Leader Sept 2013- Sept 2014

• Responsible to lead, coach and develop all team members to provide a great in-store Customer

experience, and conduct all Company strategies.

• Assisted with all aspects of store management, including execution of Company standards in

recruiting, hiring, training, customer service, visual merchandising, and store operations

• Ensured that the store is appropriately staffed and effectively opened and closed each day

• Maintained an elevated level of customer focus and lead by example with clear and engaging

communication

Gatorade, Carpinteria, CA, - Brand Ambassador Team Lead Sept 2013– Sept 2014

• Ensure that all Ambassadors are up to date on product education and promotions

• Assist with Lead Generation for Sales Division

Get all Ambassadors to the correct location as well as ensuring we have all products necessary for that day

Ensure professionalism, exceptional communication, and initiative-taking interactions with consumers

Education

Morro Bay High School, Morro Bay, CA- High School Diploma

Santa Barbara City College, Santa Barbara, CA - 1st year

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