Emma Gonzalez Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada Area

Led inbound call center operations for 170 U.S. and International based employees.Recognized by Compliance for establishing guidelines to consistently meet or exceed a 98% regulatory compliance threshold. Reduced talk time by 25% and department costs by $300K by streamlining disclosure statements by implementing efficiencies, accuracies, and improved customer experiences. Developed a robust new hire onboarding process that addressed and eliminated critical risk and… Show more Led inbound call center operations for 170 U.S. and International based employees.Recognized by Compliance for establishing guidelines to consistently meet or exceed a 98% regulatory compliance threshold. Reduced talk time by 25% and department costs by $300K by streamlining disclosure statements by implementing efficiencies, accuracies, and improved customer experiences. Developed a robust new hire onboarding process that addressed and eliminated critical risk and control gaps.Optimized Work Force Management tools and reporting to ensure occupancy and shrinkage rates are within desired efficiency rates. Implemented, hosted, and facilitated monthly diversity roundtable discussions with a focus on current relevant social topics such as unconscious bias, diversity and inclusion in a virtual environment, and equity versus equality. Show less

Las Vegas, Nevada Area

Successfully managed and coached 100 U.S. and International based employees to meet or exceed call center key performance metrics. Achieved highest employee engagement scores, rated in the top 74% percentile as compared to other inbound call centers in the industry.Developed high performing leaders and teams to ensure increased efficiency, innovative solutions, and exceptional customer care.Launched a new U.S. based inbound call center site in Chandler, Arizona.

Las Vegas, Nevada, United States

Directed loan administration operations for loan processing, documentation, monitoring, and loan servicing.Distinguished as a top 1% performer within all of Wells Fargo.Reduced overall turnover rates from 16.7% to 9.5%.Advised and mentored for the Diversity Council, Las Vegas chapter.Partnered with Learning and Development to cultivate a comprehensive training program to eliminate new hire risk-based gap to the business.

Las Vegas Metropolitan Area

Managed underwriting teams for back office production and inbound across multiple U.S. locations.Authorized to approve individual, high profile, and judgmental lending up to $250K.Accomplished a 10% increase in volume without adding to staff and improved service level agreements (SLAs) by 6% by gaining scale with leveraging workflow.

Las Vegas Metropolitan Area

Supported both production and inbound underwriting teams.Met or exceeded all service level production metrics, quality, and compliance expectations.Contributed to a low attrition rate in the call center through comprehensive communication, training, and development.Recognized consistently as a center of excellence and innovation.

Las Vegas Metropolitan Area

Supervised an inbound contact center team for credit originations.Met and exceeded service levels through quality metrics.Developed streamlined communication and team development protocols.

Las Vegas, Nevada Area

Acted as a resource on matters pertaining to human resources, providing guidance, assistance and support to management, supervisors, and administrators. Maintained optimal staffing levels by tracking vacancies and when appropriate, initiated and conducted recruiting and interviewing to identify qualified candidates.Developed, coordinated, and provided training to newly hired and current employees.