Call Center Supervisor Resume Example Renew Financial

CALL CENTER SUPERVISOR

Professional Summary

Experienced Call Center Supervisor bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Skills

Leadership
Microsoft Office Suite
Organizational
Problem-Solver
Scheduling

Training and Development
Team Building
Active listening
Quality assurance
Staff Management

Work History

Call Center Supervisor, 08/2017 to 04/2020
Renew Financial – Alpharetta, Ga.

Supervised a team of 20 employees in a call center environment, Managed 1000 calls per day including both inbound and outbound calls.
Duties consisted of maintaining and communicating daily stats to each employee including answer rate, call handled time, reporting attendance, handling employee issues, and enforcing quality assurance.
Assist with Mitigating Risk and work closely with the Underwriting Department to detect Critical Findings.
Utilize Online Tools to verify undisclosed mortgages and title issues which include Vesting, Chain of Title, Identifying Liens, and Judgments.
Data Systems often used to retrieve complex documents are Lexis Nexis, Data Tree, and TLOXP.
Create reports for daily activities and monitoring reports for missing items for property owners/Contractors to ensure callbacks are made to get applications to funding.
Reviewed loan files to ensure all before closing conditions have been satisfied and to ensure Closing documents have been properly executed to meet Pace Guidelines.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Executed Monthly Performance Plans with representatives to identify production gaps.
Established and updated work schedules to account for changing staff levels and expected workloads.
Collaborated with the Fraud department to manage all fraudulent activity.

Team Lead, 01/2017 to 07/2017
Renew Financial – Allentown , PA

Quickly promoted through positions of increased profile and scope from Loan Processor to Team Lead.
Supervised a team of 10 employees in a call center environment, which handled both inbound and outbound customer service calls.
Ensure excellent service to internal and external customers.
Attain organizational goals pertaining to loan development, productivity, and quality; enter data and update computerized files for customer loan requests including processing application fees.
Train and mentor team members in effective serving techniques and best practices; assist in facilitating productive meetings to open lines of communication and effective collaboration.
Serve as a trusted advisor to senior leadership, providing daily reports detailing accomplishments and areas of concern.
Duties also consisted of walking the floor to ensure employees were being assisted in a reasonable amount of time when in need of assistance pertaining to questions as well as Escalation calls.
Entrusted to become the SME (Subject Matter Expert) by applying expert analytical skills to serve the client's best interest and utilize innovative techniques to quickly process loans through PACE standards.
Demonstrated regular use of judgment and discretion to solve complex issues, along with a clear understanding of when to escalate matters to senior management.

Loan Processor, 02/2016 to 07/2016
Robert Half – Allentown, PA

Drove optimal performance of the loan process by accurately preparing detailed client financial information to meet strict government and state regulations to process.
Reviewed and verified borrower's income, credit reports, employment histories, property appraisals, and title insurance information.
Coordinated closings with borrowers, attorney/title offices, and any other third parties.
Partnered with multiple departments to resolve any concerns before closing and funding of the loan, researched and ensured timely follow up on all new leads generated by referrals and marketing programs.
Expedited the processing of various loan documents to ensure compliance with policies, procedures, and guidelines.
Recognized for keeping an error-free client file; accurately stored all borrower-specific information.
Facilitated borrowers and sales team satisfaction by providing exceptional customer service and communication throughout the loan process.

Home Health Aide, 10/2013 to 08/2014
Home Helpers – Montgomery , PA

Transaction Management, Facilitated personal care, support, activities of daily living, and companionship for elderly and disabled patients including personal hygiene, meal preparation, light housekeeping, errand fulfillment, and transportation.
Accompanied clients on doctors' visits and physical therapy Appointments.
Assisted patients with dressing, grooming, and feeding needs, helping to overcome and adapt to mobility.
Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
Assisted clients by performing laundry, meal preparation, and other tasks.
Supervised daily activities and assisted when needed.
Maintained a clean, safe, and well-organized patient environment.

Education

GED: 03/2004
Keystone Job Corps Center - Drums, PA

Resume Overview

Companies Worked For:

Renew Financial
Robert Half
Home Helpers

School Attended

Keystone Job Corps Center

Job Titles Held:

Call Center Supervisor
Team Lead
Loan Processor
Home Health Aide

Degrees

GED : 03/2004

Call Center Supervisor Resume Example

Resume Score: 80%

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