call center operations site director resume example with 9+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Seasoned and proactive professional with over 18 years of leadership experience, as well as a unique hybrid skill-set that touches customer service, profit optimization and operations management, focused on bringing alignment between departments, determining tools and strategies to grow revenue and prioritizing efficiency and accountability. Known as a driven, influential entrepreneur and collaborator who understands the value of growing a brand rooted in loyal customer confidence. Offering significant experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

  • Mortgage Servicing Systems MSP, FDR, & Lexis Nexus
  • Operations Management
  • Process Improvement
  • Project Management
  • Risk Management,
  • Customer Experience
  • Quality Assurance Auditing & Reporting
  • Data Analytics
  • Change Management
09/2019 to 08/2022 Call Center Operations Site Director Highgate Hotels | Rochester, NY,

· Ensured to direct manage, develop, and guide with a highly motivated, results-orientated team leadership teams, with a primary responsibility of focus in client satisfaction, developing client relationships through increased customer service, and accruing new relationships. Educator, river, and leader of responsible growth strategies to support the team members and external clients. Leveraged and analyzed key metrics and performance indicators to design short-term business plans to improve productivity, and client engagement. Maintained oversight of quality assurance metrics for emails, phone calls, live chats, and dialer support along with other technology. Oversaw Customer Service, Accounts Resolutions, Escrow, and Back-End Operations. Ensured client experience is consistent and supported by flexible policy and procedures, managing risk appropriately. Proficient in all customer mortgage loan and mortgage originating operations.

  • Managed over 100 team members and supervisors combined in Customer Service, Cashiering, Escrow Management, Presidential Complaints, and Default. Ensured compliance with state and federal regulatory regulations, as well as maintaining current SLA's, KPI's, and SOP's.
  • Identified and provided strategic plans for inquiry outliers to enhance efficiency and improve the quality of service for both internal and external customers.
  • Assisted with the foundation of the company Call Center, by obtaining city government permits, building leases, along with regulatory requirement implementations.
  • Developed and scaled a high-performing team based on the projected pipeline of Mortgage servicing contracts, attracting top talent, and fostering a culture of excellence.
  • Collaborated with BizOps, Eng, Design, and Product to release a top-tier product for servicing, optimizing the customer experience.
  • Conducted monthly, quarterly, and annual audits, both in-house and external, to identify areas of improvement and ensure regulatory compliance.
04/2018 to 09/2019 Senior Operations Manager Highgate Hotels | Arlington, VA,

Developed and retained a collaborative and cohesive environment, while leading and coaching a motivated, high performing call center team, who were proficient and effective in high value activities. Conducted team member observations to support the call center objectives, and proactively provided effective feedback and coaching to enhance leadership growth and career pathing. Conducted performance reviews using my abilities to diagnose performance gaps, helping others to identify the right solutions, and commitment to influencing performance behaviors in a positive way.

  • Developed and ensured compliance with policies and procedures to effectively oversee the Customer Service group, including the management of multiple front-line customer service managers and operating/oversight over the call center.
  • Maintained a strong focus on providing exceptional customer service and delivering optimal customer experiences.
  • Monitored, tracked, and evaluated the default team's performance with respect to business and quality KPIs, identifying areas for improvement and implementing strategic solutions to drive performance and efficiency.
  • Resolved escalated customer issues and, if necessary, performed further reviews for assistance options, providing timely and effective resolutions to customer inquiries and complaints.

03/2015 to 04/2018 Mortgage Account Resolution Manager Wells Fargo | City, STATE,

Scheduled and allocated resources to appropriately support a differentiated end to end experience within the department. Developed team member relationship strategies to drive individual production goals, including referral networks and relationships with internal business partners and external contacts. Ensured high value activities were aligned, while demonstrating value for the call center. Created an environment through activity based on coaching and performance development to improve and encourage increased skill levels for direct reports.

  • Managed a highly skilled team of 15-20 customer service representatives specializing in both current and delinquent loan communication, providing leadership, coaching, and support to drive optimal performance.
  • Oversaw day-to-day operations for manual and dialer teams, ensuring all SLA requirements were met and driving exceptional customer experiences.
  • Collaborated with senior leadership to implement improved collections processes, including innovative dialing strategies and risk management tracking.
  • Utilized industry best practices and advanced data analytics to optimize performance, driving significant improvements in collections processes and minimizing risk.

11/2012 to 03/2015 Senior Operations Manager Specialized Loan Servicing | City, STATE,

A customer-centric and product-centric manager, who assisted with the development of establishing leadership and support to the call center team while partnering with internal departments to provide fast, seamless product support and service. Was successful in creating a call center environment that promoted top quality first call resolutions, while ensuring investor SLA’s and KPI were being met.

  • Drove hiring and recruiting for a 300 seat contact center.
  • Led 5 group assistant mangers, 10 supervisor and 250 front-line team members in early stage, late stage collection and loss mitigation.
  • Mortgage Loan Collection Manager, 05/2006 – 05/2008.
  • Green Tree Servicing (Ditech Financial).
  • Responsible for a 500 million portfolio of delinquent loan with a hit rate for 30 day loans, 75% 60 day and 55% 90+ BofA, Franklin bank, Deutsche bank
  • Managed a team of 40 mortgage specialists along with 4 front line mortgage leaders.

Education and Training
Expected in to to Bachelor of Arts | Organizational Leadership Temple University, Philadelphia, PA GPA:
  • Lean Six Sigma - White Belt
  • NMLS Licensed Holder for 42 states
  • 13 Non-QM Collections licenses

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Resume Overview

School Attended

  • Temple University

Job Titles Held:

  • Call Center Operations Site Director
  • Senior Operations Manager
  • Mortgage Account Resolution Manager
  • Senior Operations Manager


  • Bachelor of Arts

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