Call Center Customer Service

Jesse R. Behm

Contact Center Manager

adx3i5@r.postjobfree.com • 320-***-****

LinkedIn URL • San Tan Valley, AZ 85143

Accomplished professional with a track record of experience maximizing client satisfaction through the delivery of exemplary customer service. 12+ years of Bank and Finance Management experience and 10 years of Customer Success and Call Center Management. Adept at meeting and surpassing expectations and requirements by establishing superior customer relationships and providing outstanding support. Capable of realizing client satisfaction by managing customer communications. Proven ability to maintain a thorough knowledge of company products and services as well as provide expert-level guidance to clients to attain retention. Proficient in remaining calm and productive under highly challenging settings with unwavering professionalism. Years of experience in creating new teams and departments.

Areas of Expertise

Workforce Management

Supervisory and Management

Client Relationships

Consumer Lending

KPI Monitoring and Growth

Residential and Commercial Lending

Team Leadership & Development

Policy & Procedure Writing

QBR Reporting

Customer Success

Loan Underwriter

Documentation & Reporting

High Level Customer Service

Sales to Existing Portfolio

Professional Experience

Call Center Supervisor /VCC Mars Center 12/2022 – Present Reason for leaving-Temporary (6-9) month position

Growing multiple teams and building the company to Call Center Standards.

●Boarding new Clients in the Healthcare industry

●Overseeing a team of (15)

●Observing KPI’s and bringing team up to standards

●Coaching and mentoring

●Meeting with Clients from hospitals and taking care of their requests

●Processing Payroll

●Handle escalation calls

Remote Manager-AVP of Contact Center 02/2018-11/2022

Service link/Goldman Sachs loan servicing (Reason for leaving-closure)

Managed a call center and worked with High net-worth clients directly

●Managed staff within the call center.

●Worked with high net-worth clients such as actors, CEO, NFL football players and implemented their requests

●Writing all Policies and Procedures

●Make sure daily requests that come in are handled in a timely manner and within our SLA’s

●Handling escalation calls and working with state agencies if needed.

●Managing Teams and reviewed KPI’s daily and work with VP on strategies for business growth

●Meet with paying client daily to implement or resolve client needs

●Handled onboarding to make sure all information has been transferred over correctly.

●Create ways to motivate teams and keep them engaged

●Work internally with departments to implement new technology for client and create presentations

●IT support for our center

●Managing escrow disbursements for properties and handling insurance claims if needed.

Freedom Mortgage - Phoenix Arizona 01/2016 – 06/2017

Loan Consultant

●Examine Credit and Supporting Documents

●Underwriting and Processing

●Reaching out to existing portfolio daily and selling our products

●Close Loans and file Documents with the County

Encore Capital Group - Phoenix, AZ 02/2009 – 01/2016

Call Center Manager- (Health Care Call Center)

Maintained end-to-end compliance with defined budgetary constraints by examining the bottom line and making necessary company changes. Managed and delivered process design and improvement initiatives for the default advisory. Identified risks and opportunities associated with redesign/improvement initiatives and ensured alignment with the strategic plan.

●Reduced cost and increased profitability across 3 areas of collections by planning, developing, introducing, and implementing a process.

●Gained recognition for driving one of the most successful teams in the company.

●Working with CEO to implement strategies for company growth

●Overseeing departments and their growth while resolving issues and creating new processes

Additional Experience

Wells Fargo-Sales

Citi Bank, Consumer Lending Branch Manager (5) years

Direct TV, IT Services and Programming Tech (2) years

YMC-Football Coach (2) years

Mid America-Semi Professional Football Player

Education

Bachelor of Arts, Organizational Management and Communications (Human Resources)

Graduated Concordia University Saint Paul Minnesota

Minnesota State University-Mankato MN (International Business)

Phi Kappa Psi Fraternity

Technical Proficiencies

MSP, Black Knight, Encompass, Octane, Web Direct, Sales Force, Doc Velocity, Calyx, Excel, SAAS, Cisco, and many others

Licenses & Certifications

Active MLO License #1523155

Contact this candidate