Doug Weber Email & Phone Number

Oklahoma City, Oklahoma Area

Managed and supported the technological advancements within the credit union such as a new core operating system and the introduction of ITMs in the branch network. The Contact Center handles inbound and outbound calls, email correspondence, and supports the full array of credit union products and services including loan origination and the cross-selling of ancillary products. On average, the Contact Center receives 20,000 calls and 500 emails monthly with a staff comprised of 2 Team Leads, 14 full-time agents, 3 part-time agents, 2 full-time ITM Supervisors, and 2 part-time ITM tellers with an annual operational budget of more than $1,000,000.

San Antonio, Texas

Lead and supported key operational aspects of a Contact Center that handled annually approximately 450,000 calls and 40,000 emails with a staff of 51 full-time employees and an operational budget of $3,000,000. Responsible for participating in projects, Workforce Management activities, reporting on all KPIs for the Contact Center, providing data analysis and trending information, performing administrative functions like updating skill-based routing, monitoring real-time metrics such as Service Levels and developing call escalation plans, administering the Quality Monitoring Program, creating procedures and training, monitoring member survey results, serving as a liaison between the Contact Center and IT department, and overseeing all aspects of an Email Correspondence Team and their performance.

San Antonio, Texas

Responsible for leading a team of Home Preservation Specialists and Work Director who supported customers in default with their mortgage. Provided foreclosure alternatives to customers to mitigate loss exposure with options such as short sale, deed in lieu, payoffs, repayment plans, credit counseling services, and Hardest Hit Funds. Average pipeline size per Home Preservation Specialist was 400 files. Led project to implement procedural changes and training for Home Preservation Specialists due to HUD Mortgagee Letter 2015-11. Worked with various stakeholders to ensure implemented procedures and system enhancements passed rigorous testing and system design, underwriting, operational risk, credit policy, and governmental requirements. Delivered end product successfully within 2 weeks from Senior Management directive. Team performance leader amongst peer group from January through August of 2015