Member Experience ECenter Manager Resume Example
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MEMBER EXPERIENCE ECENTER MANAGER
Summary
Mortgage Servicing Professional Take-charge professional delivering support and team leadership to business operations. Dependable and detail-oriented with the ability to manage multiple tasks and priorities. Broad experience includes office management, mortgage servicing inquiries, resolve disputes, complaints and explanation of research and the ability to accurately track and document. As well as contribute to the overall productivity of the team.
Skills
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Experience
Default Call Center / Ddb - Chicago , IL12/2020 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Improved call management database by frequently changing and updating customer contact information.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Resolved inquiries to consistently meet performance benchmarks.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Member Experience ECenter Manager / Servicemaster Clean - Atlantic , IA08/2010 - 12/2020
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Trained 12 employees on best practices and protocol while managing teams to maintain optimal productivity.
- Managed daily operations within the department by supporting continuous delivery of excellent services and care.
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all agent and support staff.
- Mentored new employees on required performances expectations and delivered constructive feedback to increase understanding of job duties.
- Evaluated employee job performance and motivated staff to improve productivity.
- Recruited, trained and developed the team, supporting all corporate growth and productivity objectives.
Account Supervisor / Servicemaster Clean - Auburn , ME03/2007 - 08/2010
- Discussed strategic direction to meet overall business and marketing objectives for clients.
- Partnered with account team to drive long-term account planning, growth and success.
- Monitored projects, disseminated information and answered concerns in order to cultivate and strengthen client relationships.
- Reported on client budgets by utilizing AT&T's retail standards to develop spreadsheets for expenses.
- Oversaw special promotional events to drive positive media coverage, boost revenue and enhance sales.
- Played instrumental role in launching 2 new Products and services each year.
Assistant Manager / Kmart Corporation - City , STATE06/1999 - 03/2007
- Planned and prepared workflow schedules, delegating tasks for seven team members.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Oversaw team development according to industry service standards to further customer loyalty.
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Assisted Retail staff in evaluating employee performance and cultivating improvement initiatives.
- Delegated daily tasks to team members to optimize group productivity.
- Trained team of seven to deliver outstanding customer service, boosting customer satisfaction ratings 95% or higher.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Completed inventory audits to identify losses and project demand.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Supported sales management initiatives to optimize business development.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Organized schedules, workflows and shift coverage to meet expected business demands.
Assistant Manager / Target - City , STATE02/1995 - 05/1999
- Planned and prepared workflow schedules, delegating tasks for five Team members.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Oversaw team development according to industry service standards to further customer loyalty.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Assisted retail staff in evaluating employee performance and cultivating improvement initiatives.
- Delegated daily tasks to team members to optimize group productivity.
- Trained team of five retail team members to deliver outstanding customer service, boosting customer satisfaction ratings 96% or higher.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Completed inventory audits to identify losses and project demand.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Supported sales management initiatives to optimize business development.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Enhanced sales by implementing merchandising and promotional improvements.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
Education and Training
Western Kentucky University - CitySome College (No Degree): Business Management
Bowling Green Vocational - CitySome College (No Degree): Business Administration
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Resume Overview
School Attended
- Western Kentucky University
- Bowling Green Vocational
Job Titles Held:
- Default Call Center
- Member Experience ECenter Manager
- Account Supervisor
- Assistant Manager
Degrees
- Western Kentucky University -
City Some College (No Degree) : Business Management
Bowling Green Vocational - City Some College (No Degree) : Business Administration
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