Enthusiastic and infectiously positive team manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Proven success in leadership, creating exceptional customer experience, and driving operational development. Recognized for inspiring team members to excel and promoting a productive work environment.
Skills
Strong interpersonal skills
Microsoft Office and Google Suit skills
Adaptable and quick to learn
Top tier customer service skills
Innate leadership skills
Motivated, organized, and self managed
Problem solving and conflict resolution skills
Strong communication skills
Work History
Loan Processing Section Manager I, 11/2019 - 05/2021 Guild Holdings Company – Albuquerque, NM,
Responsible for overseeing day to day operations in a contact center environment, serving as a subject matter expert to the team
Coach and develop reps on QA, metric performance, errors, and overall performance by hosting meetings with 5-10 reps per week.
Lead monthly "Bridge the Gap" meetings between multiple departments in order to ensure all updates and issues are properly communicated.
Prepare and present the agenda each week for team meetings to cover departments wins, process updates, rep questions, KPI review and more.
Interview, onboard, and train multiple new hire classes
Create updated materials for training such as guides, quizzes, and team activities.
Provide motivation for the team through incentive competitions, regular spotlight recognition, and one on one conversations
Create email communications and resources for the team to support process updates, as well as managing the maintenance of the team knowledge base.
Responsible for for sending and completing daily reports (I.e touch reports, Intraday reports, email assignments, and KPI)
Monitor service levels to ensure goals are being met, and offering VTO and overtime when appropriate
Remote work and office experience- supported team during company wide shift to work from home during the pandemic
Regularly selected as manager of the month for high performance
Jira, Service Now, Greenhouse, Workday, and workforce management experience
Loan Processor I, 09/2018 - 11/2019 Fooda – Orange County, CA,
Responsible for processing customers loan and Line of Credit Applications.
Requested documentation from customers via phone and email, processed and verified documents, and ultimately decisioned the customers applications.
Consistently ranked as the first or second rep on the shift, averaging in the top 10- 20% of my peers for production.
Averaged between 118% - 142% to goal for point per hour
Averaged between 136%- 157.87% to goal for account worked per hour
Maintained one of the strongest QA's on the team with an average QA of 95.87% for Jan- Aug of 2019
Ran hourly reports and Intraday reports as needed by management
Assisted management with new projects such as testing new processes and developing tools for other reps
Trained PIL (partner in learning), and assist with training multiple new hire classes
Served as a resource to other reps on the floor as well as to management
Train new hire classes on working emails, and created an email template guide for the team to use
Application Support Representative I, 11/2017 - 09/2018 Watermark Retirement Communities – Oviedo, FL,
Sales representative responsible for answering inbound calls, as well as making outbound operational calls
Responsible for assisting customers with filling out loan applications over via phone, as well as guiding them through signing the loan agreement
Averaged 1.15 - 1.35 applications signed per hour
Answering any customer questions (such as providing estimates, payments amounts, due dates, etc) pertaining to their loan or line of credit.
Maintained high QA scores of 90% or above each month
Upheld average call handle times of 5:53 or lower each month
Generally ranked in the top 20-35% of the team for production
Member of the Associate Engagement Committee
Assisted with training multiple new hire classes once certified as a PIL (partner in learning)
Served as a resource to all team members, always willing to help and answer any questions
Attended multiple classes offered by Enova; Tackling tough Calls, SQUASH your Stress, and Partners in Learning: New Hire Support.
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