Carmen Penn Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona Area

• Assisted residential buyers, sellers, and rental clients in navigating the real estate market in Maricopa County.
• Provided expert advice on market conditions, property prices, mortgage options, and legal requirements to clients.
• Arranged property showings and conducted thorough evaluations to match clients with suitable listings.
• Guided and directed buyers and sellers through the closing process to ensure successful completion of transactions.

Phoenix, Arizona, United States

• Managed the end-to-end sales pipeline, from prospecting and lead qualification to installation coordination and post-sales support.
• Conducted in-home or virtual sales presentations to assess potential customers' energy needs and analyze their current energy usage through local utilities.
• Addressed customer objections and concerns during sales appointments to foster lasting relationships and increased sales.
• Designed custom solar systems tailored to meet individual customer needs, ensuring optimal energy efficiency and cost-effectiveness.
• Consistently met and exceeded minimum required sales targets as set by sales leadership.

Phoenix, Arizona, United States

• Met with clients to identify their needs, evaluate existing business operations, assess resource utilization, and determine the scope of operational improvement.
• Developed operational improvement strategies and roadmap that align with clients' overarching business objectives.
• Conducted audits of underwriting processes, identified inefficiencies, and implemented measures, resulting in a 10% reduction in processing time and a 5% increase in accuracy.
• Developed and implemented a centralized tool to standardize the creation of bank submission packages.

Phoenix, Arizona, United States

• Conducted comprehensive analysis to identify opportunities for workflow improvements, devised solutions, and led implementation efforts to enhance operational efficiency.
• Investigated various claim processing issues and defects within automated processing logic, identified the root causes, and implemented corrective actions.
• Conducted extensive querying in BigQuery and Sequel Pro to generate ad hoc reports, extract data for dashboards, and compile work queue lists.
• Developed and maintained dashboards and reports in JIRA and Periscope to provide visibility of work queues and the distribution of claims needing to be processed.
• Utilized analytics and DMAIC principles to resolve business problems and automate claim-handling processes, resulting in a savings of over 225 production hours weekly.

Tempe, Arizona

• Directed all contact center activities, managed workflows, supervised team members, and conducted service training programs to enhance efficiency and productivity.
• Worked closely with the VP of the servicing department to set and implement policies and follow through with the implementation processes.
• Managed all contact center data by developing repositories, conducting analytics, and generating recurring reports to inform decision-making.
• Successfully increased overall agent utilization rate by 33%, reduced annual abandonment rate by 12%, and increased contact penetration rate by 47%.

Phoenix, Arizona Area

• Successfully managed four different internal client groups and tailored their workforce management and reporting solutions to meet their specific needs.
• Conducted staffing and shrink analysis, forecasted call volume, and handled time and arrival patterns to optimize workforce allocation and operational efficiency.
• Collaborated cross-functionally with operations, HR, and IT to streamline processes, enhance workforce, and ensure service level goals are met.
• Conducted meetings with business leaders and other stakeholders to present intraday, daily, biweekly, and monthly performance reports.

Phoenix, Arizona Area

• Led and managed 50+ remote and in-office direct reports, providing guidance, training, and support to ensure high-quality service delivery.
• Addressed escalated customer issues and collaborated with cross-functional teams to resolve complex problems and improve overall customer experience.
• Conducted regular performance evaluations and provided constructive feedback to team members to support their professional growth and development.
• Collaborated with leadership peers to develop and implement a Manager QA program, resulting in an 11% improvement in overall quality performance score.