James Fryer Email and Phone Number

BPO selection in building and maintaining the contact center.Oversight of staffing of 200+ agentsPartnering with vendors to execute on Call Center SLA’s via Tableau and Twilio applications.Partnering with Workforce Management to maintain staffing levels and meet cost projections.Exceeding TAT in a service ticket environment via Zen Desk application.Maintaining Quality Scores and creating an excellent Customer ExperienceTracking of Cancellations, Refunds, Supplier Reconciliation, and Fraud Risk.

BPO selection in building and maintaining the contact center.Oversight of staffing of 200+ agentsPartnering with vendors to execute on Call Center SLA’sPartnering with Workforce Management to maintain staffing levels and meet cost projections.Exceeding TAT in a service ticket environment.Maintaining Quality Scores and creating an excellent Customer ExperienceTracking of Cancellations, Refunds, Supplier Reconciliation, and Fraud Risk.

Built the Contact Center for the newly created Reverse Mortgage Servicing Division. Managed staff of 150+ in US, Manilla, Mumbai and Bangalore including Managers, Team Lead, Agent levelsManaged Customer Service, Home Retention, Payoffs, Research, Disbursements and Loss Draft/Repairs processes.Integrated acquired company RMS into PHH.Managed third party vendors that assisted processes.Created IVR and phone based skills in Livevox phone application.

Built and managing diverse teams of approx 50 Asset Managers/Team Leaders for Specialized and Litigation portfolios. Providing Collections, Home Retention and Liquidation resolutions on loans services by PHH Mortgage.

Manager of 20 Associates responsible for processing financial workout solutions. Data Analysis of 115,000 FHA consumers to determine populations for review. Currently decreased delinquent FHA portfolio by 25%. Developed OJT training for new hires as part of the onboarding process.

Managed 7 supervisors and staff of 120 agents. Implemented the contact centers first performance based incentive plan. Improved call to reservation ratio from 25% to 33% as a result of driving a sales mentality to the organization. Forecasted staffing models based on attrition and coordinated and executed new hire training with Human Resources.Maintained a 4 million dollar budget.

National Lender of residential mortgages focusing on customer retention and new acquisition. Consistently hired, trained, and motivated sales team of 30+ mortgage consultants to achieve goals set out by Senior Management.Developed an outbound call campaign to follow up on direct marketing which resulted in additional 150 mortgage originations monthly, $120,000 in profit.Implemented a sales training platform via temporary employees which served as a farm system to hire full-time employees.Outsourced overflow call volume which increased sales production by 10%.Established sales contests which in 2003 led to 1,800 applications in two day span, 300% above goal.Improved sales training through new call center technology which allowed real-time coaching.Managed a specialized group of consultants handling affinity relationships, community banks, and high-level relocation clients.