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.

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.

• 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