Christopher W. Email & Phone Number

Davison, MI, US

Troy, Michigan, United States

• In my current role, I manage workforce operations to align staffing levels.with business requirements. I analyze data trends and forecast staffing needs to optimize scheduling. I collaborate with cross-functional teams.
• Developed the team into a cohesive unit, including creating all processesand hiring three additional team members.
• Achieved ASA and Abandonment Rate goals in the first year.
• Spearheaded automation via implementation of the Alvariascheduling/forecasting software to automate forecasts and schedules).

Pontiac, Michigan, United States

• I assessed and evaluated mortgage applications and documentation, analyzing financial data and risk factors to determine eligibility. I collaborated with underwriting team to ensure compliance with company policies and.
• Achieved goal of underwrites with only one error in the first quarterafter I completed training.
• Specially appointed to USnap captain for our team POD, including ownershipof team performance.
• Recruited as a mentor for new hires to coach team members with live loans

Pontiac, Michigan

Conventional mortgage underwriter responsible for assessing the risk of loans for brokers, completing all portions of the underwriting process, and communicating the end result. The goal is to be able to assess each loan to communicate steps to get the file to the cleared to close status. I manage both the Conventional Underwriter and Closing Underwriter.

Auburn Hills, MI

• I implemented and optimized workforce strategies to enhance operational efficiency. I analyzed historical data and performance metrics to identify areas for improvement. I collaborated with cross-functionalteams to.
• Decreased ASA from 700 seconds to 200 seconds while 50 agents short.
• Developed processes and procedures to service the Remarketing team andimprove overall performance.
• Created a partnership in addition to processes and procedures to servicethe Montreal team.

Greater Detroit Area

• I led and directed workforce operations to meet organizational objectives. I implemented strategic plans to optimize staffing levels and enhance productivity. I analyzed historical data and performance metrics to.
• Developed the Real Time Coordinator team from scratch, including itsprocesses and procedures.
• Increased service levels from 70% to 95%, exceeding the overall goal by5%.
• Developed process to decrease abandons and proactively call customers backfrom a licensed banker.

Detroit, Michigan

• I analyzed workforce data to evaluate staffing requirements and operational needs. I utilized statistical models to forecast future workforce trends and demands. I conducted regular audits and assessments toensure data.
• Built the Workforce team and its processes and procedures for mortgagebankers.
• Increased weekend sales by $25 million per weekend by implementing optimalweekend schedules for bankers.
• Created schedules for all 3000 bankers in Purchase/Refinance, Chat bankersby Excel spreadsheet.

Assist in assuring the voice of the customer is heard by developing forecasts for the insurance and emergency road service call centers. A combination of time series analysis and seasonality analysis are used to prognosticate forecasted call volume, workload, and staff requirements. Provided extensive consultation with call center leadership, at all.

Allen Park, Michigan

Business Letter and Report WritingProper communication in the workplace is vital and was the focus for this class. Topics include keys to successful communication, writing memos and e-mail, business letters using full block style, short and long reports, summaries, effective instructions and procedures, creating effective tables, graphs and charts, and.

Industrial And Organizational Psychology, Psychology

Resumed my college aspirations by starting studies focusing on Industrial and Organizational Psychology. This is a true passion of mine.

Master Of Science, Strategic Leadership

Activities and Societies: Guest Lecturer, October 2010, SL565 Organizational DesignI was invited to guest lecture at Walsh College for.

Bachelor Of Arts, Psychology