Heather Mann Email & Phone Number

Columbus, Oh, Us

Columbus, Oh, Us

Columbus, Oh, Us

New York, Ny, Us

• Managed a team responsible for the analysis of customer feedback, using both qualitative and quantitative analysis, to identify key drivers and opportunities for improving the customer experience• Partnered with operations managers to identify root causes and solutions for improving customer experience• Ensured the right feedback measurement tools are in place to assess end-to-end customer experience• Acted as the key contact for all Mortgage Servicing customer satisfaction studies (Call transaction, Modifications, NPS, Digital, J. D. Power)• Led monthly meetings with Mortgage CEO and Senior Executives to discuss current state of customer experience and opportunities of focus• Managed process improvement team which identified process and customer experience opportunities

New York, Ny, Us

• Managed a group of 100+ professionals in multiple locations.• Managed a centralized procedure process for Home Lending Servicing and Default.• Led efforts to ensure procedures were in place as part of regulatory mandate• Maintained customer contact research studies to determine customer satisfaction with interactions Accomplishments: - Monitored service levels for customer research, which resulted in a cycle time reduction of 50% - Launched a Change Management function with a consolidated intake and review for Mortgage Servicing - Created standards for correspondence and template creation; established Letter Administration team

New York, Ny, Us

• Managed customer contact research study to determine customer satisfaction; analyzed findings • Utilized customer survey data and employee feedback to identify process improvement initiatives to improve customer satisfaction and employee efficiency. Evaluated success of changes• Oversaw communications team for Customer Care, which included managing an inventory of 4,000+ online procedures/scripts for call center and research representatives• Developed continuous process improvement model for Customer Care

New York, Ny, Us

• Worked with senior executives to scope, define and prioritize process improvement projects• Provided statistical analysis expertise to aid teams in determining root causes and implementing corrective actions• Key contributor to the deployment of Six Sigma green belt program within servicing division by providing awareness training to over 800 employees, Green Belt training to 120 and concurrent coaching of 25-30 project teams• Mentored and led process improvement projects which resulted in $11MM in expense reduction, $2MM in increased revenue and improved customer satisfaction. Projects spanned all divisions of mortgage servicing and default operations• Completed Master Black Belt, Black Belt and Green Belt certifications

New York, Ny, Us

• Managed department of 10 exempt and 34 non-exempt employees located in four different geographies • Administered monthly customer research study and used results to determine key drivers to customer satisfaction and root causes for process improvement• Improved efficiency of customer relationship management system by implementing several technological enhancements. Responsible for developing business cases, conducting unit testing and communicating procedural changes• Created standardized comprehensive quality phone monitoring program for Customer Service and Collections in four separate servicing locations• Implemented correspondence monitoring program to standardize customer communications• Established baselines and reporting systems for monitoring customer inquiries and established back office accountability in order to manage customer expectations

New York, Ny, Us

• Started as research analyst; promoted twice to supervisor• Held several operational roles from customer research, escrow insurance bill payment, account reconciliation and vendor management