Devin Mccandless Email & Phone Number

Phoenix, Arizona Area

•Run all aspects of the daily automotive call center operation with 60 staff and 7 direct reports. •Responsible for inbound/outbound dialer SLA’s, KPI’s, production statistics and call strategies.•Build lasting relationships with internal business partners to resolve customer complaints.•Drive high production and performance culture through proactive performance management.•Build effective teams across site by constantly communicating on a timely basis and conducting regular meetings.•Identify and assist in managing service risk within the business and recommend changes to policy and procedure.•Coach, train and develop management team to improve employee and customer experiences.•RCSA-Review, Testing and Action Plan Implementation.•Capacity Plan – Budget, Expense and Attrition Responsibility.

Phoenix, Arizona Area

•Built new complaints department in Mortgage Banking starting with Collections, and eventually consolidating all default departments that handled all customer complaints. •Reduced complaints 15% year over year, thus reducing costs, improving customer experience and reducing risk. •Interviewed and hired select candidates, and ensured their success using consistent performance reviews. •Performed root cause analysis and presented monthly business reviews to reduce complaints. •Collaborated with Workforce Management Partners, ensuring adequate and consistent staffing levels.•In charge of P&L and operated cost center to ensure staffing, contain expenses, and stay below budget.•Consistently achieved a 90% complaint resolution within 30-day service level requirement.•Governed the Escalation Team in conjunction with OCC/DOJ guidelines.

•Managed call center for Mortgage Banking, which included multiple site locations.•Responsible for inbound/outbound dialer, KPI’s, production statistics, call strategies and work with WFM partners.•Ran the Loss Mitigation Call center and was accountable to 300 full time employees.•Utilize customer workout options, which included HAMP, CHAMP, repayment plans, and all liquidation programs.

Phoenix, Arizona Area

Greater Salt Lake City Area