Doug Gustina Email & Phone Number

Columbus, Ohio, United States

Heitmeyer Consulting is a niche firm focused on providing quality resources to companies within the Financial Services Industry. The Financial / Banking Experts within the organization provide expertise in technology, operations, and integration. Our recruiters possess direct experience with our specialty and, consequently, understand the technologies and skills utilized in such environments, allowing us to vet the candidates in a manner superior to broad based firms. Heitmeyer Consulting is committed to providing reliable, responsive, and quality service with account management and recruitment standards that set us apart from our competitors. We build long-lasting, mutually beneficial relationships that successfully meet the expectations of clients and candidates alike.

Columbus, Ohio, United States

Leader within our Onboarding team to drive an improved client experience, increase operational effectiveness and execute strategic initiatives. Manage all customer support functions for the originations team which includes calls, emails, escalations and complaints with up to 300k contacts per month handled by over 400 internal and vendor specialists.

Columbus, Ohio Area

Managed critical strategic initiatives for Business Banking Operations to drive increased productivity and efficiency along with improving client satisfaction. Programs included Voice Biometrics, eSignature, digital account opening, ADA compliance and new product launch with integrated checking account, credit card and merchant services functionality.

Columbus, Ohio Area

Managed over 90 people with responsibility for development and delivery of customer communications across Mortgage Banking with over 20 million customer contacts per year. Rebuilt operational team with letter governance responsibilities and improved inventory aging by 75% and reduced pipeline by over 60% year-over-year. Strengthened internal controls with expanded testing and quality control processes which led to improved control efficiency of over 15%.

Columbus, Ohio Area

Directed all channel interactions across online (Chase.com), mobile, IVR and e-mail platforms for Loan Servicing and Default divisions with over 7.5 million customers. Developed channel strategies to drive highest level of customer satisfaction, improve first contact resolution and reduce operational expenses which helped lead to 2014 #1 rating for large Mortgage Servicers JDPower results along with #1 rated online and #2 IVR interactions - while expanding IVR resolution rate from 40% to over 60% and reducing call center volume by over 10% year-over-year.

Columbus, Ohio Area

Managed cross-sell and retention programs generating over $35 million pre-tax income annually from over 50,000 new product sales through 1,500 domestic and offshore Call Center Agents supporting portfolio of 8 million customers with focus on capacity plans, forecasting, product profitability and MIS.

Columbus, Ohio Area

Directed marketing initiatives supporting business development activities through arrangements with real estate firms, builders, condominium developers and corporate clients that funded over $13 billion in annual mortgage volume. Leveraged advertising, e-marketing, direct mail, industry conferences, CRM programs and merchandising to increase number of strategic relationships and home lending production from key referral partners.

Mba, Business Administration

Ba, Economics

Activities and Societies: Resident Assistant, Men's Glee Club, Golden Key Honor Society