Bill Rammouni Email & Phone Number

Sacramento, California, United States

Supervise and manage all call center activity to deliver high-quality customer service for a $1Billion+ State Project . Deliver hands-on training & coaching to empower Contact Center Train Supervisors. - Play a key leadership role in project managing the Homeowner Assistance Fund (HAF) for the state of California Housing Finance Agency (CalHFA), partnering with 7 internal departments across the US to deliver optimal customer service.- Assist the State of California create and launch the Homeowner Assistance Fund plan, successfully submitted and approved by the US Treasury.- Drive CalHFA to devise and implement all contact center development initiatives and testing to achieve program success.- Research all agency, federal, & state program needs to institute effective operational policies and train a 75 member cross-functional team in the contact center to identify pre-determined requirements.- Oversee product development for the California Mortgage Relief Program (CALMRP) by engineering systems improvements and noting process updates to drive program success for 40K+ clients.- Assess Key Performance Indicators (KPIs) to measure customer experiences and recommend improvements. - Enforce regulatory compliance in alignment with all company policies to sharpen business performance.- Collaborate and consult with key functional business units to achieve organizational effectiveness.

Sacramento, California, United States

- Develop and implement effective sales strategies to assist prospective clients in the public sector.- Strategically position the client for continual growth by identifying, creating, and securing key business relationships to propel organizational growth.- Support AWS Partnership and Cloud Based Opportunities

Minneapolis, Minnesota, United States

Directed a cross-functional team of 11 staff in all mortgage insurance and phone activities impacting 1.3M customers for renowned global financial institution. Led strategic project / product implementations, risk minimization, and reporting in time-sensitive environments while building stronger processes to drive measurable progress. Interfaced with Fannie Mae and Freddie Mac to ensure all procedures aligned with internal and investor guidelines. Developed advanced tracking forms and reports on program and staff performance by collaborating with technology partners. Oversaw internal / external regulatory audit exam to optimize operational risk control framework and execution. Managed residential valuation process from start to finish.- Diminished customer complaints 70% by partnering with customer care recovery to identify root causes, bridge performance gaps, and develop new customer outreach protocol.- Drove productivity up 20%, refining existing appraisal / valuation processes to eliminate redundancies.- Stayed ahead of COVID-19 turbulence by maintaining transparent and routine communications with senior leadership and colleagues on all program and HR updates.- Retained hundreds of thousands of dollars in company spending while strengthening risk controls by refining existing processes and procedures to meet industry standards.- Aligned division policies and procedures with overarching company, legal, and regulatory requirements.- Built and led team of top performing Loan Servicing Specialists, attracting strong candidates and providing essential training / stretch opportunities to drive productivity and professional growth.- Cultivated culture of cross-collaboration in dysfunctional environment, fortifying communications between teams and establishing diversity & inclusion committee to broaden equitable practices.

Greater Minneapolis-St. Paul Area

Mentored and led 18 phone and support bankers to consistently exceed customer service objectives in compliance with company / industry policies and procedures. Conducted robust analysis customer feedback, banker behavior, and calibration calls to refine existing programs to promote business process improvements. Customized coaching plans to address both KPIs and unique learning styles in diverse team setting.- Received multiple awards for exceptional leadership and work ethic including Star Performer, Leadership Excellence Quarterly Champion, and Star Team Quarterly Champion.- Collaborated with managerial team to reverse toxic work culture, pinpointing performance issues and mobilizing resources to rebuild morale and trust.- Implemented new peer-to-peer coaching program for new staff that grew customer experience scores from 3.8 to 4.5 in 5 within 4 weeks. Expanded initiative to all teams that resulted in coaching and leadership opportunities for 15 staff.- Actively engaged with individual team members to build rapport and address frustrations, equipping staff with essential know-how and support to rebuild motivation and performance.- Set weekly and monthly performance indicators to gauge team performance and adapt processes to optimize the customer experience, handle times, and quality assurance.

Minneapolis, Minnesota

Directed openings for 15 new locations within 6 months, overseeing all business development and recruitment from the ground up. Set staff up for success with elevated understanding of strategic vision enabling them to identify new business opportunities in competitive markets. Sold share for 40% profit. - Saved $100K in costs by refining all vendor activities from vetting and contract negotiations to cost management.

Greater Minneapolis-St. Paul Area

Managed 40+ sales associates and 2 district managers spanning 14 locations, overseeing all talent development and customer retention strategies accelerating business growth. Grew corporate positioning from 3 to 14 locations, increasing vendor activities 15% and saving the company $200K.- Strengthened customer retention by 30% and sales by 50% due to exceptional business and customer service practices.

West Bank

Led account management teams in sales and marketing projects for multinational companies on a global scale. Captured significant business growth by introducing customers from the U.S., Israel, Canada, and Germany. Increased revenue 15% by generating 10 new projects through strategic vendor / contract management for 20 multinational companies.

Hamburg Area Germany / Ramallah / Amman / Dubai

Mobilized dedicated team of analysts and consultants to deliver all project deliverables within time and budget constraints for local, regional, and global client base. Personally attended to clients, fostering credibility and confidence by conveying agile industry and project aptitude.

West Bank

Managed several mission-critical activities including business development, daily operations, and oversight / training of technical and non-technical vendors.

Flourished in robust IT project management role, shaping capacity to managing cascading project priorities while consistently exceeding customer expectations. Managed numerous customer and partner relationships to build cohesive network of consensus-driven collaboration.- Successfully migrated entire e-book catalog comprising 50K books to Sony reader.

- Sold life insurance and fixed annuities

Bs, Computer Science

Project Management Professional