Brad Abrams Email & Phone Number

United States

New York, New York, Us

New York, New York, Us

New York, New York, Us

San Francisco, California, Us

Oversee daily activities associated with allocating the necessary workforce resources to ensure meeting of key business goals, including revenue/sales and operational efficiency outcomes. Ownership of performance metrics and business-related data analysis, as well as identifying solutions for improvement. Work closely with Marketing, Finance, and Data Science to develop pipeline-driven forecasts, identify workforce needs and proper coverage across five operational sites. Function as the primary point of contact for resource planning, internal communication, system-related issues & failures, and developing & executing Business Continuity Plans. • Increased inventory forecast accuracy from 93.02% in Q1 to 97.55% in Q2 by collaborating with marketing and data science teams to construct a new inventory forecast algorithm. Secured $20,000 in savings (Q1 2019) through accurate forecasting and effective staffing planning. • Designed the Sales Department headcount model for 200+ agents, leveraging 30-minute intervals for inventory projections, historical data, call ratios, and utilizing Erlang-C statistical methodology. • Oversaw multi-site staffing strategy driven by performance across sales, efficiency, and budget priorities, including making recommendations and driving execution of shifting volume as performance or goals change. • Initiated and executed the removal of a BPO site due to underperformance against key sales and efficiency metrics, yielding an FTE reduction with a higher sales conversion.• Maintained a department average inbound call volume abandonment rate of 4% for Q1 and Q2 2019.

San Francisco, California, Us

Led efforts to identify bugs related to customer experience and drove mitigation activities across all of operations. Achieved a reduction in errors driven by user documents and data entry in LendingClub’s proprietary loan review platform and drove meaningful improvements to customer experience. Managed User Acceptance Testing on new processes, procedures, and products for the Credit Department, and created and managed dashboard templates for production agent metrics tracking. Trained, coached, and managed a team of 15 analysts, ensuring proper understanding and compliance with company policies and procedures. • Managed bug mitigation, process improvements, and training efforts that in total yielded faster decision time, higher levels of automation, and fewer agent & customer touches per loan. • Successfully identified and resolved a bug that routed loans with old decision engine logic to loan reviewers.• Owned and managed User Acceptance Testing for PLAID, securing a revenue increase of .64% for Employment verification and of .57% for PLAID pending, and a decrease of 1.3 days in Address verification.

San Francisco, California, Us

Recognized as top performer in a role focused on manual underwriting of personal loans in accordance with LendingClub policies and procedures. Consulted with customers to verify demographics, employment information, and financial documents, while explaining documentation requirements, and answered any outstanding questions related to the loan application process. Trained and mentored Credit Analysts according to industry best practices and internal rules and regulations to increase team performance and efficiency. • Ranked #1 in the Credit Department amongst 200+ Credit Analyst for exceptional performance and customer satisfaction. • Effectively reviewed 7,481 loans equaling $35.67 million dollars in loan issuance.

San Francisco, California, Us

Developed and conducted training sessions to ensure all new hires obtained necessary skills to efficiently process loans while adhering to Operations and Compliance guidelines. Spearheaded the preliminary launch of the Operations Direct Pay and Customer Development Loan Sales process. Tracked, reported, and performed troubleshooting on daily issues for the Product team and consulted on optimal resolution. • Rated Top Performer in the Member Service Department for consistently providing first class customer service

Seattle, Wa, Us

Moscow, Id, Us

Coeur D'Alene, Id, Us

Master'S Degree, Management Information Systems

Bachelor Of Science (B.S.), Psychology And Communication Studies; Emphasis Pre-Law

Bachelor Of Science (B.S.), International Business