Jackie Wright Email & Phone Number

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.

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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..

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.
• 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.
• 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..
• 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.

Rochester, New York Metropolitan Area

Rochester, New York Metropolitan Area