Jackie Wright Email and Phone Number
CORE COMPETENCIES: Account Management | Sales Enablement | Customer Success | Outsourcing | Digital Transformation | Business Process Optimization | Contract Administration | Vendor Management | Budgeting & Forecasting | Organization Building | Team Leadership | SaaS Deployment PROFESSIONAL INTERESTS: BUSINESS ● BANKING ● INSURANCE ● HIGHER EDUCATION ● HEALTHCARE ● TECHNOLOGY ● INFORMATION SERVICES ● BIG DATA ● PROFESSIONAL SERVICES ● NOT-FOR-PROFITPROFESSIONAL PROFILE: I am an up-through-the-ranks working leader w/more than 3 decades of progressively more responsible experience in client-facing mgt. positions with a best-in-class company. Colleagues & direct reports would describe me as a strategic leader w/the unique ability to drive execution across critical initiatives—inspiring client confidence, galvanizing staff, & driving results in a business focused on technology, business intelligence, data analytics, & digital solutions. I am adaptive, responsive and results oriented with the unique ability to thrive in complex operating environments. Further, I am agile, nimble & inventive with a contagious can-do attitude.INTERNAL & EXTERNAL CUSTOMER FOCUS► Client engagement. Adept at understanding/translating client needs into deliverables.► Managing growth. Expert at managing rapid-fire growth in dynamic markets.► Team engagement. Masterful at building relationships & rapport in driving performance.► Customer success. Adept at managing/deploying resources ensuring customer success.► Vendor management. strategic leadership of outsourcing vendorsOPERATIONAL & ORGANIZATIONAL AGILITY► Organization building. Expert at sourcing, screening, selecting, onboarding & performance managing.► Workflow management. Skilled at identifying, prioritizing & managing operational priorities/deliverables—driving scalability.► Organizational development. Skilled at identifying individual core strengths & weaknesses in career management.► Performance measurement. Experienced building the backend systems, dashboards, KPIs & reporting mechanisms.TECHNOLOGY, SOLUTIONS, PROCESSES & SYSTEMS► Technology implementation. Confident managing/executing technology initiatives.► Outsourcing. Adept at identifying opportunities for reshoring, onshoring & offshoring.► Agile development. Skilled at partnering w/software developers to prioritize, build, test & deploy technology solutions.► User Experience (UX). Experienced collaborating w/UX designers, product managers & engineers on the development of solutions.Reach me at JacWright0720@gmail.com
The Summit Federal Credit Union
View- Website:
- summitfcu.org
- Employees:
- 125
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Manager, Member Service CenterThe Summit Federal Credit Union Apr 2024 - PresentRochester, New York Metropolitan AreaBuilding 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.
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Senior Vice President - Operations & Client ExperienceCorelogic May 2017 - Feb 2024Rochester, New York Metropolitan AreaPromoted 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. -
Vice President, Operations & Client ExperienceCorelogic Mar 2013 - Apr 2017Rochester, New York Metropolitan AreaPromoted 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.
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Director, OperationsCorelogic Jun 2010 - Feb 2013Rochester, New York Metropolitan AreaPromoted 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.
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Manager, OperationsFirst American May 2002 - May 2010Rochester, New York Metropolitan AreaPromoted 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. -
Client National Account RepresentativeFirst American Mar 1995 - Apr 2002Rochester, New York Metropolitan Area
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Government Agency Relations SpecialistFirst American Dec 1990 - Feb 1995Rochester, New York Metropolitan Area
Jackie Wright Education Details
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Communications
Frequently Asked Questions about Jackie Wright
What company does Jackie Wright work for?
Jackie Wright works for The Summit Federal Credit Union
What is Jackie Wright's role at the current company?
Jackie Wright's current role is Client Experience & Engagement | Leadership | Technology Transformation.
What schools did Jackie Wright attend?
Jackie Wright attended St. John Fisher University.
Who are Jackie Wright's colleagues?
Jackie Wright's colleagues are Amy Casciani, Christina Nelson, Cindy Bishop, Mary Nannini, Marybeth S., Amari Marshall, Heather Embree.
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