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Director of Operations Resume Example

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DIRECTOR OF OPERATIONS
  • https://www.linkedin.com/in/scotttarmon
Professional Summary

I'm a strategic, proven producer with strong communication, interpersonal, and management skills offering professional qualifications including: Adaptability, Creativity, Energetic, Metrics Driven to exceed KPIs, Employee Motivation, Strong Leadership, Passion for Exceptional Customer Experience, and Creating Positive Culture in the Workplace. I demonstrate solid subject matter knowledge while proactively assessing risk to establish systems and procedures to protect organizational assets. I'm known to work and walk the floor and empower and coach people to perform to their peak potential. I understand the unique dynamics associated with contact center operations including recruiting, retention, SLA's, training and performance management. I'm fluent in managing the "metrics" and tackling WFM, Utilization, Channel Performance and VOC/NPS programs. Accomplished and creative Executive Manager possessing multifaceted experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging business opportunities. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients. Recognized for turning around struggling operations to achieve sustained growth.

Skills
  • Training and Development
  • Coaching and Mentoring
  • Loss Mitigation/Prevention
  • Credit Policy
  • Recovery/Collections
  • Quality Assurance
  • Call center
  • Conflict Resolution
  • Quality control
  • Relationship Building
  • Performance analysis
  • Strategic planning and execution
  • Process improvements
  • Recruitment
  • Employee engagement
  • Productivity standards
  • Staff management
  • Sales and marketing
  • Data collection and analysis
  • Stakeholder relations
Work History
02/2016 to Current
Director of OperationsT & T Sports – San Antonio, TX
  • Trained staff on quality calls, ensuring sustained improvement of customer experience
  • Managing supervisors, team leaders, agents and back office personnel to gather information and resolve issues
  • Effective resource planning and implementing the center's strategies and operations
  • Forecasting and analyzing data against budget figures on a weekly/monthly/quarterly basis
  • Assess performance reviews and cost/benefit analyses
  • Setting and meeting KPIs for call efficiencies, sales and quality control
  • Coaching, motivating and retaining staff utilizing bonuses, rewards, and incentives
  • Review Staffing and Scheduling to maximize the efficiency of dialer campaigns
  • Developing supervisor's knowledge and skills to improve productivity and efficiency
  • Work collaboratively with other departments in order to solve problems and enhance performance
  • Hire, train, motivate, coach and manage production staff to meet and exceed corporate goals
  • Build positive culture by engaging with employees on a constant basis to provide support and recognition
07/2012 to 02/2016
Customer Resolution ManagerSpecialized Loan Servicing – Tempe, AZ
  • Managed inbound / outbound call flow to 100% penetration rate and 2% abandonment rate
  • Maintained 80% contact service level and 90% compliance adherence standard
  • Oversee and manage a team of 15 supervisors and 150+ of Loss Mitigation /Collection Agents
  • Analyze performance and achieving key performance metrics for resolutions rate, and quality assurance
  • Create and manage strategies to maximize resolutions through blend of customary and creative deal programs to mitigate losses
  • Review reports to ensure collection strategy is on target for exceeding KPI's
  • Conduct weekly call calibrations with Investors to improve efficiency
  • Remain compliant with all Government regulations, company and department policies and procedures, including Consumer Financial Protection Bureau (CFPB) & company Code of Conduct
  • Collaborate with Quality Assurance to ensure scoring guides are in line with department objectives
  • Hire, train, motivate, coach and manage production staff to meet and exceed department goals
02/2009 to 06/2012
Operations/Field ManagerOcwen Financial Services – Houston, TX
  • Ran day-to-day call center operations and oversaw daily workflow within multi contact call center platform
  • Maximized return for the portfolio by establishing procedures to determine the appropriate course of action via retention of loans through a proprietary loan modification program (pre-HAMP) or loss minimizing exit strategies for loans
  • Increased the operational efficiency and liquidation of assets through communication via direct contact with homeowners
  • Travel and evaluate conditions of the property in order to present strategies to mitigate losses
  • Communicate with Realtors and Property Preservation specialists to assess finding and whether the property needed to be secured and or winterized
Education
Some College (No Degree): Business Administration And ManagementThe University of Texas At San Antonio - San Antonio, TX
Additional Information
  • NMLS National License #822541
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Resume Overview

Companies Worked For:

  • T & T Sports
  • Specialized Loan Servicing
  • Ocwen Financial Services

School Attended

  • The University of Texas At San Antonio

Job Titles Held:

  • Director of Operations
  • Customer Resolution Manager
  • Operations/Field Manager

Degrees

  • Some College (No Degree) : Business Administration And Management

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