Call Center Project Manager
Resume:
Janna Albritton
West Monroe, LA
*****.*.*******@*****.***
Work Experience
Home lending remediation project manager lead
Chase-Monroe, LA
March 2011 to Present
• Manage a staff of six remediation project managers
• Responsible for managing and overseeing large-scale customer impacting corrections and remediations where a control break has led to customer impact, support servicing, default, and loan originations groups
• Leverage mortgage knowledge and experience to inform correction strategies and ensure compliance to regulatory guidance
• Manage escalations
• Ensure project timeliness
• Manage cost
• Documentation and quality assurance as well as control environment adherence
• Audit readiness
• Edit, draft procedures and perform training
• Employee coaching, feedback and development
• Member of culture council, 2022 Monthly Events Chair
• Member of diversity and inclusion council
• Member of Chase leadership academy, engagement event coordinator 2020 Call Center Supervisor
Chase-Monroe, LA
February 2006 to March 2011
• Managed staff of 8 to 25 call center agents who were responsible for taking calls from customers related to their home mortgage accounts
• Handled customer escalations
• Employee coaching and feedback
• Employee training and cross training
• Account research
• Administrative functions such as payroll, and time off management
• Weekly one-on-ones with staff
• Weekly staff meetings
• Enrichment training when call volume allowed
• Maintained consistently high customer satisfaction scores and quality scores
• New hire training and development
• Soft skills training lead for Monroe site
• "Way to WOW" site event committee member 2007-2011 Call Center Agent/Customer Service
Chase-Monroe, LA
August 2004 to February 2006
• 50% dedicated to answering customer phone calls and addressing questions related to mortgage accounts
• 50% dedicated to responding to customer emails that were sent via a secure message center through chase.com
• Consistently high customer survey scores
• Met or exceeded expectations from a quality perspective
• Adhered to standards for call center metrics
Education
B.A in General Studies
University of Louisiana at Monroe - Monroe, LA
August 1997 to August 2004
Skills
• Quality Assurance
• Research
• Management
• Leadership
• Project Management
• Team Management
• Event Planning
• Employee Orientation
• Process Improvement
• Time management
• Analysis skills
• Computer skills
• Medical terminology
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