Customer Success Operations Manager

CHRISTOPHER COLE

Dallas, TX • ***********.*******@*****.*** • 312-***-****

Professional Summary

Seasoned Operations and Customer Success Leader with extensive experience managing high- volume, service-oriented teams. Expert in escalation management, process optimization, compliance oversight, and team development. Proven record in enhancing customer satisfaction, operational KPIs, and executing strategic initiatives in complex operational environments. Core Competencies & Technical Skills

Customer Success Operations Management Escalation Management Regulatory Compliance Team Leadership

Process Optimization Data Analysis Policy & Procedure Development Service Quality Management Salesforce Encompass LOS HubSpot Tableau Microsoft 365 AI Analytics Tools Slack

Professional Experience

Larsons Virtual – Remote

Customer Success & Compliance Manager Sep 2022 – Present

Lead and mentor teams in resolving escalated customer issues, ensuring root cause resolution and enhanced service delivery.

Manage high-priority escalation cases; coordinate cross-department efforts to achieve timely, effective outcomes.

Analyze operational trends to identify bottlenecks and implement improvements, increasing on-time performance and customer satisfaction.

Drive station initiatives and special projects, advancing operational excellence beyond routine scope.

Serve as point of contact for senior management, other departments, and external agencies on complex operational matters.

Develop Employee Improvement Action Plans, coaching staff to meet compliance and performance standards.

Standardize processes and documentation to ensure consistency and efficiency. Iberia Bank – Remote

Regional Operations Manager – Southern U.S. Dec 2021 – Aug 2022

Directed 17 processors, achieving region-leading mortgage KPIs.

Reduced loan closing times by 28% while maintaining <2% compliance error rate.

Implemented operational process improvements to drive consistent deadline adherence. American Advisors Group – Remote

Operations Manager – Reverse Mortgage Division Mar 2021 – Dec 2021

Increased team productivity by 30% and pipeline efficiency by 22%.

Collaborated with sales and marketing teams to boost loan origination by 25%.

Introduced QA and compliance measures, reducing loan errors by 25%. Loan Beam – Addison, TX

Director of Cloud & Mortgage SaaS Sales Dec 2018 – Mar 2021

Generated $10M+ in new SaaS revenue, achieving 30% YoY growth.

Secured 50 enterprise accounts, expanding customer base by 25%.

Reduced negotiation cycles by 17% through contract automation; delivered compliance- ready SaaS solutions.

Mr. Cooper – Dallas, TX

Processing Manager Mar 2016 – 2018

Supervised a 13-member team processing 65+ loans monthly; achieved 95%+ audit scores.

Streamlined onboarding processes, reducing ramp-up by 30%. Morgan Stanley – Coppell, TX

High-Net-Worth Mortgage Relationship Manager Mar 2016 – May 2018

Managed $80M+ mortgage portfolio; resolved escalations with 98% client satisfaction.

Coordinated with attorneys, settlement agents, and bankers for seamless closings. Chesmar Home Builder – Houston, TX

Junior Underwriter Dec 2016 – Apr 2017

Underwrote FHA/VA/Conventional loans, including New Construction Loans, ensuring accuracy.

Delivered 65+ loans monthly with a 45-day average cycle; achieved 9.7/10 client survey score.

Sutherland Global Services – Houston, TX

Loan Processor Oct 2012 – Nov 2016

Processed FHA/VA/Conventional loans at 99% compliance; handled 65+ loan packages monthly while adhering to federal guidelines.

Education & Certifications

Bachelor’s in Criminal Justice, with Honors – Walden University

Pursuing Master’s in Healthcare Administration – Walden University Additional Experience

Iberia Bank – AML & Risk Compliance Manager

Larsons Virtual – Customer Success & Compliance Manager Professional Summary

Seasoned Operations and Customer Success Leader with extensive experience managing high- volume, service-oriented teams. Expert in escalation management, process optimization, compliance oversight, and team development. Proven record in enhancing customer satisfaction, operational KPIs, and executing strategic initiatives in complex operational environments. Core Competencies & Technical Skills

Customer Success Operations Management Escalation Management Regulatory Compliance Team Leadership

Process Optimization Data Analysis Policy & Procedure Development Service Quality Management Salesforce Encompass LOS HubSpot Tableau Microsoft 365 AI Analytics Tools Slack

Professional Experience

Larsons Virtual – Remote

Customer Success & Compliance Manager Sep 2022 – Present

Lead and mentor teams in resolving escalated customer issues, ensuring root cause resolution and enhanced service delivery.

Manage high-priority escalation cases; coordinate cross-department efforts to achieve timely, effective outcomes.

Analyze operational trends to identify bottlenecks and implement improvements, increasing on-time performance and customer satisfaction.

Drive station initiatives and special projects, advancing operational excellence beyond routine scope.

Serve as point of contact for senior management, other departments, and external agencies on complex operational matters.

Develop Employee Improvement Action Plans, coaching staff to meet compliance and performance standards.

Standardize processes and documentation to ensure consistency and efficiency. Iberia Bank – Remote

Regional Operations Manager – Southern U.S. Dec 2021 – Aug 2022

Directed 17 processors, achieving region-leading mortgage KPIs.

Reduced loan closing times by 28% while maintaining <2% compliance error rate.

Implemented operational process improvements to drive consistent deadline adherence. American Advisors Group – Remote

Operations Manager – Reverse Mortgage Division Mar 2021 – Dec 2021

Increased team productivity by 30% and pipeline efficiency by 22%.

Collaborated with sales and marketing teams to boost loan origination by 25%.

Introduced QA and compliance measures, reducing loan errors by 25%. Loan Beam – Addison, TX

Director of Cloud & Mortgage SaaS Sales Dec 2018 – Mar 2021

Generated $10M+ in new SaaS revenue, achieving 30% YoY growth.

Secured 50 enterprise accounts, expanding customer base by 25%.

Reduced negotiation cycles by 17% through contract automation; delivered compliance- ready SaaS solutions.

Mr. Cooper – Dallas, TX

Processing Manager Mar 2016 – 2018

Supervised a 13-member team processing 65+ loans monthly; achieved 95%+ audit scores.

Streamlined onboarding processes, reducing ramp-up by 30%. Morgan Stanley – Coppell, TX

High-Net-Worth Mortgage Relationship Manager Mar 2016 – May 2018

Managed $80M+ mortgage portfolio; resolved escalations with 98% client satisfaction.

Coordinated with attorneys, settlement agents, and bankers for seamless closings. Chesmar Home Builder – Houston, TX

Junior Underwriter Dec 2016 – Apr 2017

Underwrote FHA/VA/Conventional loans, including New Construction Loans, ensuring accuracy.

Delivered 65+ loans monthly with a 45-day average cycle; achieved 9.7/10 client survey score.

Sutherland Global Services – Houston, TX

Loan Processor Oct 2012 – Nov 2016

Processed FHA/VA/Conventional loans at 99% compliance; handled 65+ loan packages monthly while adhering to federal guidelines.

Education & Certifications

Bachelor’s in Criminal Justice, with Honors – Walden University

Pursuing Master’s in Healthcare Administration – Walden University Additional Experience

Iberia Bank – AML & Risk Compliance Manager

Larsons Virtual – Customer Success & Compliance Manager Professional Summary

Seasoned Operations and Customer Success Leader with extensive experience managing high- volume, service-oriented teams. Expert in escalation management, process optimization, compliance oversight, and team development. Proven record in enhancing customer satisfaction, operational KPIs, and executing strategic initiatives in complex operational environments. Core Competencies & Technical Skills

Customer Success Operations Management Escalation Management Regulatory Compliance Team Leadership

Process Optimization Data Analysis Policy & Procedure Development Service Quality Management Salesforce Encompass LOS HubSpot Tableau Microsoft 365 AI Analytics Tools Slack

Professional Experience

Larsons Virtual – Remote

Customer Success & Compliance Manager Sep 2022 – Present

Lead and mentor teams in resolving escalated customer issues, ensuring root cause resolution and enhanced service delivery.

Manage high-priority escalation cases; coordinate cross-department efforts to achieve timely, effective outcomes.

Analyze operational trends to identify bottlenecks and implement improvements, increasing on-time performance and customer satisfaction.

Drive station initiatives and special projects, advancing operational excellence beyond routine scope.

Serve as point of contact for senior management, other departments, and external agencies on complex operational matters.

Develop Employee Improvement Action Plans, coaching staff to meet compliance and performance standards.

Standardize processes and documentation to ensure consistency and efficiency. Iberia Bank – Remote

Regional Operations Manager – Southern U.S. Dec 2021 – Aug 2022

Directed 17 processors, achieving region-leading mortgage KPIs.

Reduced loan closing times by 28% while maintaining <2% compliance error rate.

Implemented operational process improvements to drive consistent deadline adherence. American Advisors Group – Remote

Operations Manager – Reverse Mortgage Division Mar 2021 – Dec 2021

Increased team productivity by 30% and pipeline efficiency by 22%.

Collaborated with sales and marketing teams to boost loan origination by 25%.

Introduced QA and compliance measures, reducing loan errors by 25%. Loan Beam – Addison, TX

Director of Cloud & Mortgage SaaS Sales Dec 2018 – Mar 2021

Generated $10M+ in new SaaS revenue, achieving 30% YoY growth.

Secured 50 enterprise accounts, expanding customer base by 25%.

Reduced negotiation cycles by 17% through contract automation; delivered compliance- ready SaaS solutions.

Mr. Cooper – Dallas, TX

Processing Manager Mar 2016 – 2018

Supervised a 13-member team processing 65+ loans monthly; achieved 95%+ audit scores.

Streamlined onboarding processes, reducing ramp-up by 30%. Morgan Stanley – Coppell, TX

High-Net-Worth Mortgage Relationship Manager Mar 2016 – May 2018

Managed $80M+ mortgage portfolio; resolved escalations with 98% client satisfaction.

Coordinated with attorneys, settlement agents, and bankers for seamless closings. Chesmar Home Builder – Houston, TX

Junior Underwriter Dec 2016 – Apr 2017

Underwrote FHA/VA/Conventional loans, including New Construction Loans, ensuring accuracy.

Delivered 65+ loans monthly with a 45-day average cycle; achieved 9.7/10 client survey score.

Sutherland Global Services – Houston, TX

Loan Processor Oct 2012 – Nov 2016

Processed FHA/VA/Conventional loans at 99% compliance; handled 65+ loan packages monthly while adhering to federal guidelines.

Education & Certifications

Bachelor’s in Criminal Justice, with Honors – Walden University

Pursuing Master’s in Healthcare Administration – Walden University Additional Experience

Iberia Bank – AML & Risk Compliance Manager

Larsons Virtual – Customer Success & Compliance Manager Professional Summary

Seasoned Operations and Customer Success Leader with extensive experience managing high- volume, service-oriented teams. Expert in escalation management, process optimization, compliance oversight, and team development. Proven record in enhancing customer satisfaction, operational KPIs, and executing strategic initiatives in complex operational environments. Core Competencies & Technical Skills

Customer Success Operations Management Escalation Management Regulatory Compliance Team Leadership

Process Optimization Data Analysis Policy & Procedure Development Service Quality Management Salesforce Encompass LOS HubSpot Tableau Microsoft 365 AI Analytics Tools Slack

Professional Experience

Larsons Virtual – Remote

Customer Success & Compliance Manager Sep 2022 – Present

Lead and mentor teams in resolving escalated customer issues, ensuring root cause resolution and enhanced service delivery.

Manage high-priority escalation cases; coordinate cross-department efforts to achieve timely, effective outcomes.

Analyze operational trends to identify bottlenecks and implement improvements, increasing on-time performance and customer satisfaction.

Drive station initiatives and special projects, advancing operational excellence beyond routine scope.

Serve as point of contact for senior management, other departments, and external agencies on complex operational matters.

Develop Employee Improvement Action Plans, coaching staff to meet compliance and performance standards.

Standardize processes and documentation to ensure consistency and efficiency. Iberia Bank – Remote

Regional Operations Manager – Southern U.S. Dec 2021 – Aug 2022

Directed 17 processors, achieving region-leading mortgage KPIs.

Reduced loan closing times by 28% while maintaining <2% compliance error rate.

Implemented operational process improvements to drive consistent deadline adherence. American Advisors Group – Remote

Operations Manager – Reverse Mortgage Division Mar 2021 – Dec 2021

Increased team productivity by 30% and pipeline efficiency by 22%.

Collaborated with sales and marketing teams to boost loan origination by 25%.

Introduced QA and compliance measures, reducing loan errors by 25%. Loan Beam – Addison, TX

Director of Cloud & Mortgage SaaS Sales Dec 2018 – Mar 2021

Generated $10M+ in new SaaS revenue, achieving 30% YoY growth.

Secured 50 enterprise accounts, expanding customer base by 25%.

Reduced negotiation cycles by 17% through contract automation; delivered compliance- ready SaaS solutions.

Mr. Cooper – Dallas, TX

Processing Manager Mar 2016 – 2018

Supervised a 13-member team processing 65+ loans monthly; achieved 95%+ audit scores.

Streamlined onboarding processes, reducing ramp-up by 30%. Morgan Stanley – Coppell, TX

High-Net-Worth Mortgage Relationship Manager Mar 2016 – May 2018

Managed $80M+ mortgage portfolio; resolved escalations with 98% client satisfaction.

Coordinated with attorneys, settlement agents, and bankers for seamless closings. Chesmar Home Builder – Houston, TX

Junior Underwriter Dec 2016 – Apr 2017

Underwrote FHA/VA/Conventional loans, including New Construction Loans, ensuring accuracy.

Delivered 65+ loans monthly with a 45-day average cycle; achieved 9.7/10 client survey score.

Sutherland Global Services – Houston, TX

Loan Processor Oct 2012 – Nov 2016

Processed FHA/VA/Conventional loans at 99% compliance; handled 65+ loan packages monthly while adhering to federal guidelines.

Education & Certifications

Bachelor’s in Criminal Justice, with Honors – Walden University

Pursuing Master’s in Healthcare Administration – Walden University Additional Experience

Iberia Bank – AML & Risk Compliance Manager

Larsons Virtual – Customer Success & Compliance Manager

Contact this candidate