Freedom Mortgage Corporation

• Managed call center team of 120 schedulers, consistently exceeding all production and service KPI's.
• Strengthened customer service scores in all retail departments while exceeding 100% of production.
• Led entire scheduling department including all over-seas vendors and temporary employees.
• Responsible for growth and success of 7 operation managers and supervisors across department.
• Cross-Functionally analyzed trends to project company monthly budgets with high level executives.
• Key player in record months including a $10B funding month that broke company records

Senior Director of Operations | Financial Call Center

• Promoted by Senior Leadership to lead newly created USDA streamline assist loan processing team.
• Recognized as the #1 lender in the country for this product and locally by New Jersey USDA office.
• Enhanced growth of team from 5 to over 45 schedulers exceeding all projected production targets.
• Consistently achieved the highest customer service scores across all call center operations.
• Orchestrated administrative activities directly related to making products or providing services.
• Met deadlines maintaining high-quality deliverables with executive level planning and analytics.
• Adhered to quality and service standards to support operational goals.

Director of Operations | USDA 

• Provided proven call center management tactics reaching 120% of all goals at each assigned facility.
• Mentored team of seasoned loan processors to strengthen VA call center team processes.
• Promoted by senior leadership to lead growth of VA call center team and expand up to 25 new hires.
• Led team to #1 ranking with adaptability and eagerness to help team meet and exceed growth goals.
• Unified employees with guidance in handling difficult problems and conflict resolution situations.

Operations Manager | Call Center 

• Personally chosen for company's new Traditional Retail/Branch call center division team.
• Provided live coaching on how to overcome objections and listen to client needs for entire team.
• Enabled path for team to understand the riskiness of debt through compliant driven credit analysis.
• Guided team of loan officers in call center environment assisting in growth and strategic knowledge.
• Cross Functionally supported sales channels and management teams to ensure smooth operation.
• Responsible for team pipeline, health of loans and client satisfaction scores.

Team Lead | Retail & Branch Call Center

Proven leader and organizational professional with long term success in finance management, employee management and operations oversight. Aiming to leverage skills and prior experience to seek unique opportunity where growth and longevity are at the upmost importance.

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