Jacqueline Cabrera Email & Phone Number

San Antonio, Texas Area

San Antonio, Texas

Senior contact center manager responsible for short term workforce and financial planning, capacity planning, operations/project management, and client relationship management. Accountable directly to the client for production benchmarks, personnel development, call quality and overall efficiency. Managed the successful transition of the entire call center of over 400 agents and 29 coaches from a Verizon Wireless customer service call center to a Frontier Landline service and sales… Show more Senior contact center manager responsible for short term workforce and financial planning, capacity planning, operations/project management, and client relationship management. Accountable directly to the client for production benchmarks, personnel development, call quality and overall efficiency. Managed the successful transition of the entire call center of over 400 agents and 29 coaches from a Verizon Wireless customer service call center to a Frontier Landline service and sales project.Managed teams responsible for producing record breaking results in Attrition, Attendance, Schedule Adherence, Online Compliance, Sales and Revenue setting unprecedented benchmarks for future top performance among peer group.Developed and implemented creative retention strategy reducing call center's annualized attrition by over 74%. Show less

Managed, motivated, and trained the Top Producing portfolio retention division at Wachovia. Provided cross-functional management for 3 Regions, 6 Districts and general oversight of 250 + employees. Directed and conducted interviewing, hiring, training and development of new and existing mortgage consultants and associated management. Obtained underwriting signing authority of $500,000. Trained front line managers in situational leadership, sales management, presentation skills, team… Show more Managed, motivated, and trained the Top Producing portfolio retention division at Wachovia. Provided cross-functional management for 3 Regions, 6 Districts and general oversight of 250 + employees. Directed and conducted interviewing, hiring, training and development of new and existing mortgage consultants and associated management. Obtained underwriting signing authority of $500,000. Trained front line managers in situational leadership, sales management, presentation skills, team building, call center management, coaching and counseling.Ranked #1 for First Class Customer Service by Gallup Survey. Developed and implemented an advanced sales training program that was incorporated throughout the originations business unit resulting in a 17% increase in production. Consistently recognized for superior talent acquisition & retention. Lowest turnover/employee attrition rate of 1% annually. Show less

Promoted to recruit, hire, train, and develop account executives to expand the Northern New Jersey territory. ·Successfully developed and led top-producing loan centers in the Tri-State area resulting in over $56 million in new business per month. ·Planned, coordinated, and facilitated seminars for over 1,000 mortgage brokers, financial planners, and CPAs. ·Designed one-on-one symposium guide including 15 detailed product presentations dramatically shortening account… Show more Promoted to recruit, hire, train, and develop account executives to expand the Northern New Jersey territory. ·Successfully developed and led top-producing loan centers in the Tri-State area resulting in over $56 million in new business per month. ·Planned, coordinated, and facilitated seminars for over 1,000 mortgage brokers, financial planners, and CPAs. ·Designed one-on-one symposium guide including 15 detailed product presentations dramatically shortening account executives’ preparation time by at least 30%. Show less

Proven sales and operations leader in the mortgage industry promoted to oversee the retail call center responsible for originating new mortgages for existing customers. ·Hired, trained, and developed employees into the top producing telephone sales call center nationwide. ·Successfully developed and implemented the Wholesale Express platform resulting in a 67% growth in wholesale business and 34% growth in total business the first year.·Initiated and led monthly conference… Show more Proven sales and operations leader in the mortgage industry promoted to oversee the retail call center responsible for originating new mortgages for existing customers. ·Hired, trained, and developed employees into the top producing telephone sales call center nationwide. ·Successfully developed and implemented the Wholesale Express platform resulting in a 67% growth in wholesale business and 34% growth in total business the first year.·Initiated and led monthly conference calls with national sales support and product development. Contributed to the most successful “Summer Heat” sales contest resulting in 22% increase in production nationwide. Show less

·Evaluated customers best-suited loan program utilizing “Needs Based Selling” resulting in 82% funding to application ratio. ·Developed and effectively utilized a customer contact database which strengthened client relationships and maximize new business opportunities. ·Consistently recognized for sales excellence. Originated over $132 million in mortgage loans per year.