Curtis Lyles Email & Phone Number

Remote

- Cultivate and manage relationships with automotive dealers, employing exceptional communication, analytical, and project management skills.- Organize and conduct regular meetings to provide feedback on website performance and strategize initiatives to enhance consumer interest.- Spearhead website maintenance tasks, collaborating closely with the support team to ensure prompt and efficient issue resolution while updating items as needed.- Achieved an outstanding retention rate of over 98% consistently for 2021, 2022, and 2023 surpassing company benchmarks and strengthening client relationships.- Consistently exceed customer survey scores, reflecting a commitment to exceptional service and satisfaction.- Drive revenue growth by identifying and capitalizing on upselling opportunities, contributing to a substantial increase of $40k in annual revenue for the business.- Implement cost-saving measures, saving clients $20k annually by identifying inefficiencies in marketing strategies or consolidating duplicate website services, demonstrating a proactive approach to optimizing client budgets and resources.

Columbus, Ohio Area

- Managed annual marketing investments totaling $2.75 million, with the largest account commanding a $600k annual marketing budget.- Developed and executed comprehensive marketing strategies to drive brand awareness, customer engagement, and revenue growth.- Analyzed market trends, customer behavior, and campaign performance to inform strategic decision-making and optimize marketing efforts.- Led cross-functional teams in the planning, execution, and evaluation of marketing campaigns across various channels, including digital, social media, and traditional.- Established and maintained relationships with key stakeholders, including clients, vendors, and internal teams, to ensure alignment of goals and successful campaign delivery.- Monitored and reported on key performance indicators (KPIs) to track the effectiveness of marketing initiatives and identify areas for improvement.- Demonstrated strong leadership and training skills as a Customer Service Call Center Supervisor, overseeing systems integration, hiring events, training, and process improvements.- Advocated for customers and championed the brands represented, building confidence through rapport and delivering results with pride, originality, and sincerity.

Columbus, Ohio

- Supported clients by managing reporting systems, ensuring accurate and timely delivery of information to meet their needs.- Addressed and resolved concerns raised by financial analysts, while also overseeing the reconciliation of retirement account set-ups.- Ensured document compliance by handling death and divorce claims, as well as adhering to tax guidelines related to retirement accounts.- Managed department statistics, analyzing and allocating data among peers and management to facilitate informed decision-making.- Achieved exceptional customer satisfaction scores, consistently exceeding 90% for seven consecutive months through dedicated customer assistance and support.- Governed and led group training sessions for peers and financial assistants, providing guidance and expertise to two teams of retirement professionals and 15 regional FA attendees, enhancing team performance and knowledge base.

Gahanna Ohio

- Directed a team of 25 call center representatives in day-to-day operations, overseeing phone, email, and social media interactions to maximize customer satisfaction.- Supervised and trained 400 agents across two call centers, implementing comprehensive learning initiatives to enhance team performance and efficiency.- Served as the primary liaison for strategy and forecasting, collaborating closely with the analytics team to inform decision-making processes.- Managed floor adherence, productivity, and quality assurance measures to ensure operational excellence and meet performance targets.- Supported the management team by distributing reports and generating executive summaries to facilitate informed decision-making.- Conducted regular performance reviews and action planning sessions to provide feedback and drive continuous improvement.- Successfully achieved business objectives through the implementation of comprehensive training programs for professionals.- Developed and executed De-escalation training initiatives to enhance the skill set of teams and improve customer service outcomes.- Collaborated with the HR team on seasonal hiring initiatives, serving as the point person to ensure smooth recruitment processes and alignment with staffing needs.

Columbus Area, Ohio

- Submitted loan applications to underwriters for verification and recommendations, ensuring accuracy and compliance with lending regulations.- Evaluated customer loan applications and recommended approvals or denials based on thorough reviews and assessments of financial eligibility.- Counseled borrowers on loan decisions and provided tailored options to best suit their financial needs and goals.- Managed the end-to-end process of reviewing, processing, closing, and administering customer loan proposals, maintaining a high level of efficiency and customer satisfaction.- Recognized as a top performer with a Quality Assurance Award in both 2012 and 2013, ranking among the top 5 performers for outstanding performance and dedication.- Upheld strict confidentiality protocols regarding bank records and client information, ensuring the security and privacy of sensitive data.- Effectively managed a mortgage pipeline consisting of 28 to 35 loans, consistently closing 15 to 18 loans monthly, demonstrating strong organizational skills and attention to detail in a fast-paced environment.

Columbus, Ohio Area

- Led the system conversion and implementation project involving three mortgage servicing systems, ensuring seamless transitions and minimal disruptions to operations.- Oversaw assignments and tasks delegated to subject matter experts for scriptwriting and testing, maintaining alignment with project timelines and objectives.- Coordinated with the workforce management and training department to address the impacts of system changes on 2500 internal and external clients, facilitating smooth transitions and minimizing operational disruptions.- Validated processes and procedures, providing approvals for the line of business to ensure compliance with regulatory requirements and industry standards.- Spearheaded decision process improvements for suggested system enhancements in accordance with banking compliance laws, enhancing operational efficiency and compliance.- Reported feedback, risk management issues, and project milestones to project and asset management stakeholders, ensuring transparency and alignment with project objectives.

Columbus, Ohio Area

- Managed a dynamic team of 26 professionals within a mortgage servicing environment, overseeing soft collections and ensuring adherence to company policies and procedures.- Provided coaching and guidance to team members to help them meet and exceed business objectives, delivering monthly, quarterly, and annual feedback, including action plans and performance reviews.- Collaborated in the interviewing and hiring process for professionals and account supervisors, ensuring the recruitment of top talent aligned with departmental needs and objectives.Produced and communicated department statistics and trends to key stakeholders, facilitating data-driven decision-making and strategic planning initiatives.- Managed floor adherence, productivity, and overall customer experience, implementing strategies to optimize operational efficiency and enhance customer satisfaction.

Bachelor Of Applied Science - Basc, Human Resource Management, 3.46

Achievements: Fall 2020 - Dean’s list Spring 2019 - President's list Winter 2018 - President's list Summer 2018 - President's list Fall.

Human Resources Management And Services

Returned to complete degree in Human Resources and Business Administration.