Bethany Mead Email & Phone Number

Hurst, Tx, Us

• Manage more than 150 associates and cross-functional vendor relationships by leading training, optimizing processes, collaborating to ensure compliance, and empowering staff to boost morale with virtual activities• Conduct Monthly Business Reviews (MBRs) representing the Customer Service Department by analyzing previous KPI results, outlining departmental areas of opportunities, and providing action plans• Own all policies and procedures while serving as a Servicing liaison to support more than 35 clients • Led cost saving programs, including implementation of Biweekly Program, eStatement Director Script, and Payment Software Extension to enhance the customer experience by meeting needs with new options/solutions• Established Specialty teams, including Escalation and Online Technical Support Teams, to allow for training on specific skills, resulting in a positive impact on departmental KPIs, including Average Handle Time (AHT)

• Manage more than 150 associates and cross-functional vendor relationships by leading training, optimizing processes, collaborating to ensure compliance, and empowering staff to boost morale with virtual activities• Conduct Monthly Business Reviews (MBRs) representing the Customer Service Department by analyzing previous KPI results, outlining departmental areas of opportunities, and providing action plans• Own all policies and procedures while serving as a Servicing liaison to support more than 35 clients • Led cost saving programs, including implementation of Biweekly Program, eStatement Director Script, and Payment Software Extension to enhance the customer experience by meeting needs with new options/solutions• Established Specialty teams, including Escalation and Online Technical Support Teams, to allow for training on specific skills, resulting in a positive impact on departmental KPIs, including Average Handle Time (AHT)

Carrollton, Texas, United States

• Built customer service department responsible for incoming and outgoing calls related to boutique-style mortgage servicing by growing leadership team through performance management and talent development•Established two pilot teams that transitioned into permanent teams and created company’s Training Manual • Constructed a Quality Assurance scorecard to ensure industry compliance through monthly audits and developed a metric system to gather data and properly rank employee production

Plano, Texas, United States

• Resolved complaints received at an executive level while serving as SME in all banking products• Oversaw all governmental and regulatory requirements to minimize company’s overall risk exposure

Bachleor, Project Management

Business Administration And Management, General