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Experienced Customer Service/Call Center Manager

Canton, MS, 39046
September 27, 2008

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*** ******** *****-******, ** *9046

Residence # 601-***-**** – Email: ****************@*******.***

CELL # 318-***-****



Workforce and Operations Management/ Customer Retention and Satisfaction/Quality Assurance/Mortgage and Student Loan Servicing/ /Risk Assessment and Auditing/Expense Control

Accomplished financial services manager with extensive experience in mortgage and student loan servicing environments. Flexible business leader with hands-on management style with expertise in managing the human, physical, technological, and financial resources of contact center including call center, research, and escalation areas. Demonstrated ability to successfully execute contact center integrations and migrations. Expertise in workforce management, quality management, strategic planning and tactical execution, staff development, and contact center metrics.

 Strategic Planning

 Team Building

 Project Management

 Budget/Expense Control

 Cross-Selling/Profitability

 Data Review and Analysis

 Production and Workforce Management

 Coaching and Development



JP MORGAN CHASE – Chase Education Finance, LLC

Customer Service Call Center and Customer Resolution

Madison, Mississippi

Officer / Operations Manager

Assisted in executing the integration of a FFELP and Private Education student loan portfolio of over 600,000 accounts valued at $12.9 billion under the Chase brand. Coordinates departmental short-term staffing strategies based on forecasted portfolio growth to 940,000 accounts and $17 billion. Manages staff of 10-15 research analysts, 5-10 escalation supervisors, and 3-5 quality analysts between multiple site locations. Provides tactical leadership in support of service level and staffing goals to ensure customer expectations are met.

 Operational expertise in IEX TotalView, RightfForce, Avaya (Lucent) CMS, Aspect, NICE, and Witness workforce management systems.

 Acts as point of contact for short-term strategy development and contact center tactical execution.

 Back-up for site contact center Vice-President for Call Center, Escalation, and Research work groups.

 Implemented workforce reallocation plan that increased staffing headcount by 8 FTEs and increased efficiency for the research and escalation work groups by 52%.

 Develops and maintain capacity-planning tools to accurately forecast customer volume for research and escalation team to determine staffing headcount and schedules.

 Project manager for site wide internal career development seminar for over 300 employees as result of employee survey results.

 Led cross-functional customer-centric project that decreased out of service level work requests by 22%.


JP MORGAN CHASE – Chase Home Finance, LLC

Customer Service Call Center

Monroe, Louisiana

Mortgage Officer / Operations Supervisor

Executed project to consolidate over 1.4 million home equity loans and lines of credit on one servicing platform. Supervised the migration of over a 675,000 Home Equity loan valued at over $30.9 billion. Project champion for the integration of Reconveyance Services into the call center environment. Managed staff of 10-20 front line call center agents and 2 team leads that booked over $12 million in home equity refinances and $44 million in accepted home equity applications.

 Lead project to integrate a $35 billion Home Equity loan and line of credit portfolio under the Chase brand with a combined portfolio value of over $65.9 billion.

 Call center primary point person for multiple projects and various pilot programs for Prime, Home Equity, and Reconveyance mortgage portfolios.

 Hiring supervisor for department; responsible for hiring over 150 employees; represented firm at various recruitment events at colleges and universities, job fairs, and career days.

 Developed a line of business specific grant curriculum with local university and Home Finance.

2002 – 2003

UNIVERSITY OF LOUISIANA AT MONROE - Office of Continuing Education

Monroe, Louisiana

Grant Project Director

Developed and coordinated a consortium agreement with another university to increase the use of technology for business and universities with funding amount of over $170,000. Maintained all financial records, budgets and revisions, time and effort reports, maintenance of effort reports, quarterly reports, and other applicable reports and supporting documentation for eight grants valued over $5 million.

 Authored a grant proposal and feasibility study for the City of Monroe to develop the city as a retirement community.

 Coordinated training seminars and workshops for continued career development of university faculty and staff, area businesses, and organizations.

 Designed and facilitated customized training courses for area businesses through the Incumbent Worker Training Program for over 450 employees.


JP Morgan Chase—Chase Home Finance; Monroe, Louisiana; Quality Analyst/Coach (2001-2002)

JP Morgan Chase—Chase Home Finance; Monroe, Louisiana; Customer Service Representative (2000-2001)

Super 8 Motel; West Monroe, Louisiana; Week-end Night Auditor (2000)

Care Solutions; Monroe, Louisiana; Home Health/Respite Care Provider (1998-2000)


University of Louisiana at Monroe; Monroe, Louisiana

Masters of Arts in Gerontology

Area of Concentration: Hospital/Healthcare Administration

University of Louisiana at Monroe; Monroe, Louisiana

Bachelors of Arts in Psychology


ujima-Monroe (LA); Monroe, Louisiana; Board of Directors and Strategy Team (2003-2006)

ujima-Monroe (LA); Monroe, Louisiana; Vice-Chairperson (2004)

Chase Financial Services; New York, New York; Profiles in Diversity Award Recipient (2004)

Kappa Alpha Psi, Inc.—Rayville Alumni Chapter; Rayville, LA; Vice-President (2003-2004)

ujima-Monroe (LA); Monroe, Louisiana; Chairperson (2005)

JP Morgan Chase--United Way Campaign; Monroe, LA; Team Captain (2005)

Kappa Alpha Psi, Inc.—Rayville Alumni Chapter; Rayville, LA; President (2004-2006)

Kappa Alpha Psi, Inc.—Rayville Alumni Chapter; Rayville, LA; Man-of-the-Year (2003-2004)

JP Morgan Chase Global Days of Service; Monroe, Louisiana; Project Team Captain (2004)

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