Charline Tandon Email & Phone Number

Toronto, Ontario, Canada

Toronto

Created operational business plan and developed market brand for a back-end office fulfilment services company.

Mississauga

Successfully handled all aspects of the division, including leadership, client experience, contact center, marketing and sales relationship. Provided Canadian Banks, Insurers and Brokers with full-service residential appraisal solutions.•Surpassed the division’s results by 29% for revenue YOY and by 33% overall plan YOY•Challenged existing practices and traditional processing methods by eliminating manual process, reporting redundancies and by outsourcing tasks, which increased productivity per headcount and monthly closing ratio by 10%.•Created several customized client reporting decks to tell compelling business stories.•Realigned roles, reassigned responsibilities, revamped all job descriptions and created a lean organizational plan to create efficiencies and succession planning•Created a powerful set of real time dashboards to manage files at all levels, ensuring service levels were being met for all clients, as well as staff productivity, resulting in a 50% decrease in client escalation.

Richmond Hill

Created staffing models and head count forecasting. Implemented staff onboarding program, quality of service delivery standards and operational efficiencies while managing profit and losses. Reorganized operational structure which resulted in better internal communication and improved client experience. Provided direction and mentorship to Operations Managers in work assignments and day-to-day activities. Serviced Real Estate appraisals for major Canadian Banks and Financial Institutions.•Reduced overall Operations touch per file by 40%.•Reduced staffing by 9%, Reduced paid salary by 4%, reduced recruitment fees by 50%.

Toronto

Developed and implemented a retention strategy for a $11 billion mortgage portfolio. Created and led a retention specialist team of 25+ from the ground up. Managed 11 unique brands and several investor mortgage portfolios. Exceeded business objectives, customer satisfaction, brand continuity, metrics and superior service delivery. •Developed and implemented a strategic plan based on a thorough review of key processes, roles, metrics and branding resulting in an increase of the portfolio retention rate from 53% to 75% efficiency in less than a year.

Toronto

Toronto

Created and managed the mortgage renewal centre team from the ground up, as well as three client services call centres (Montreal, Vancouver and Toronto). Lead local and remote teams including and managed a 35,000+ accounts mortgage portfolio. Produced all renewal material and customer correspondence in partnership with marketing. Formerly Cervus Financial Team Lead, Customer and Broker Call Center 2004-2006Participated in company start-up and provincial launches by testing customer servicing platforms, promoting brand and services by phone and by delivering bilingual presentations with sales team to brokers. Monitored call centre service levels and ensured all new mortgage products were properly delivered to customers by call centre agents through follow-up calls and surveys.

Toronto

Serviced a portfolio of over 10,000 mortgage accounts valued at $1.1 billion in a call centre environment with a call volume of approximately 5,000 incoming/outgoing calls monthly. Answered all inquiries from clients, solicitors, brokers, financial institutions and municipalities. Solicited clients at maturity while maintaining a balance between retention and profitability. Lead a team of eight mortgage specialists.