Jackie Wright Email & Phone Number

Rochester, Ny, Us

Rochester, New York Metropolitan Area

Building and leading a high performing solution and sales teams for multiple regions that thrives on challenges to achieve membership growth. Developing strategic sales plans that align with company goals by identifying new market approaches for the center. Leading and developing leadership and staff focusing on communication and engagement. Driving to create member loyalty, high service standards and member engagement tools to ensure employee performance and extraordinary member experiences. Creating a culture of commitment by elevating the ordinary for members to achieve their financial goals.Driving results in a rapidly growing business focused on technology enhancements utilizing the GENESYS Platform to achieve best-in-class service.

Rochester, New York Metropolitan Area

Promoted to position leveraging operational knowledge and customer experience to drive financial goals while ensuring revenue growth and client satisfaction. Expanded leadership to include operations in Rochester, NY; Dallas, TX; Austin, TX; and Oxford, MS. Core responsibilities include reengineering back-office operations onshore and offshore with the goal of driving operational efficiency and process excellence behind 34 of the largest banks and mortgage companies in the U.S. Drove many high-visibility projects and programs focused on people, process, systems & technology, including digital optimization & automation.● Created a digital customer experience for the Tier 1 Call Center. Identified digital optimization and automation opportunities utilizing CISCO Powered Solutions; Calabrio™ Workforce, Quality and Analytics Management; Zoomin Software and robotic processing automation (RPA) technology to create IVR, email and FAQ chatbots solutions. The results: The creation of a modernized call center that reduced call handle time by six minutes and increased deflection/containment more than 30%.● Restructured and aggregated best practices and like processes for all 34 of the largest mortgage servicers generating $800M in revenue. Reduced process redundancies and aligned leaders around the core processes. The results: A reduction in leadership and staff headcount saving more than $20M. ● Implemented change across the organization and influenced leadership to maintain employee engagement during the change process.

Rochester, New York Metropolitan Area

Promoted to position integrating and managing top client relationships into the company’s back-office operations onshore and offshore—overseeing as many as 250 employees and fifteen clients.● Restructured and aggregated best practices and like processes for fifteen of the largest mortgage servicers to reduce processing redundancies. Aligned leaders and staff around core processes. The results: A reduction in headcount with a savings.● Created and led the client onboarding team supporting four large new clients. The results: The successful integration of new business representing tens of millions of dollars in revenue.● Led a team of Tier 1 & 2 Customer Solutions Group, providing guidance, mentorship and performance feedback to ensure a high-performing team. Fostered a collaborative and inclusive work environment that promoted professional growth and development.

Rochester, New York Metropolitan Area

Promoted to position. Leveraged professional and industry knowledge to strengthen client relation¬ships through strong issue resolution and dynamic communication skills. Monitored and coordinated hundreds of workflow processes between onshore and offshore teams.● Oversaw the expansion of the office by integrating eleven new top-tier mortgage banking companies. The results: Retention of a client base representing over $450M in annual revenue. ● Led the transition of work offshore to reduce operational cost and increase EBITDA margins. Led the direction of outsourcing offshoring areas across the organization for greater efficiency, growth and profitability. Created a vendor management team to facilitate, manage and support the volume and timeliness of all activities. The results: A decrease in onshore headcount of 60%, which equated to a $50M savings.

Rochester, New York Metropolitan Area

Promoted to position developing and overseeing a second back-office Tier 2 customer experience site for the operation. Introduced new methods, best practices and systems by developing complaint tracking, training, content management, quality & vendor management teams to implement process improvements, increase vendor oversight and promote operational efficiency essential to shaping and supporting the evolution of the company.● Selected by senior leadership to stand up and manage an outsourced client back-office Tier 2 customer operations. Led recruitment, hiring, screening, onboarding and training. The results: Successfully delivered the facility on plan and on budget—an operating unit comprising 180 FTEs supporting $30M annual business revenue.● Led the organization’s first-ever training, content management and quality management group company-wide—a team charged with developing standard operating procedures, training material and reporting of quality metrics. The results: A team that earned top ratings from the customer with equally high SLAs across the enterprise.● Participated in a global outsourcing project with IT developing an Oracle base tool to monitor, track, coordinate and transition work real time to an offshore vendor. Played a lead role in creating specifications on metrics, reporting, configuration, automated queuing and quality. The results: A successful off¬shore execution that ensured control, minimized manual effort and mitigated risk.

Rochester, New York Metropolitan Area

Rochester, New York Metropolitan Area