Christine Macdonald Email and Phone Number

Managed the complete lifecycle of API implementations, from initial requirements gathering to customer onboarding, ensuring smooth transitions and successful integration.Oversaw the migration of up to 50% of customer volume to a new transaction platform, significantly improving operational efficiency.Expertly designed and delivered communications for over 16,000 clients, including monthly newsletters, system outage notifications, and updates on new releases and enhancements.Spearheaded the organization's inaugural customer conference in 2019, organizing and executing two successful events that greatly improved clients' understanding of the Dispute Reporting Application.Effectively collaborated with internal business partners and external vendors to ensure the accurate and timely dissemination of information, adhering to contractual guidelines and maintaining high service standards.Coordinated and conducted multiple remote training sessions for clients, introducing and advising on new reporting platforms and ensuring a smooth implementation process.Designed and implemented training programs for new reporting systems and features, improving client proficiency and satisfaction.Oversaw the training and management of remote call center vendors, ensuring that agents received up-to-date information and training necessary for effective client support.Facilitated information security reviews with multiple clients, handling evidence organization, agenda maintenance, and questionnaire responses to ensure compliance and security.

Represented the organization in court, mediations, and depositions, leading to successful outcomes in mortgage foreclosure proceedings.Trained and developed team members to effectively handle trials, mediations, and depositions, enhancing team performance and support for foreclosure prevention events.Collaborated with business units to design and implement a training program for a new judgment pursuit initiative.Transitioned the organization’s courtroom strategy from defensive to offensive, obtaining judgments in 100% of court appearances where testimony was provided.Maintained effective relationships with foreclosure attorney firms managing both litigated and non-litigated matters across Florida.Identified and leveraged cross-functional relationships with law firms to support the organization’s objectives.Negotiated and secured settlements in the majority of mediations and depositions attended, leading to reduced organizational expenses and fewer trials.