Joseph Jovanovic Email & Phone Number

Detroit, Mi, Us

Detroit, Michigan, Us

Detroit, Michigan, Us

▪ Provide strategic leadership to 4 Team Leaders and 40+ Sr. Trainers and Trainers in Arizona and Michigan responsible for the development and implementation of learning and development programs for 5,000 employees throughout the organization. ▪ Host business partner meetings with Senior Leaders, lead Objectives and Key Results (OKR) Groups, and ensure Learning & Development project goals are achieved. ▪ Assess the success of employee training courses and the Trainers on the team.▪ Develop and measure innovative and scalable learning strategies and methods that leverage technology and new modalities to meet the needs of a fast-paced, evolving workforce. ▪ Work closely with internal and external business partners to perform needs analysis and provide recommendations that align with organizational goals.▪ Lead, empower, and develop leaders by focusing on learning solutions for a large-scale, innovative workforce.▪ Collaborate with Senior Leaders and develop quarterly Objectives and Key Results (OKRs) for the L&D team that align with the organization’s goals. Drive the execution of tactics related to the OKRs.Key Accomplishments▪ Successfully oversaw the development and implementation of 100+ trainings across multiple business units of the organization. ▪ Led efforts to transition from in-person to fully virtual training classes for 3,000 new hire employees in response to Covid-19. Successfully transitioned 20 different courses to become virtual, which allowed employees in both Arizona and Michigan to train together in a single environment.▪ Successfully decreased trainer count by 20% while increasing overall training offerings by 25%. ▪ Oversaw and guided OKRs and ensured the achievement of KPIs (Key Performance Indicators). ▪ Served as a direct liaison between training and VPs/SVPs throughout multiple departments of the business, which represented 10,000 training-eligible employees.

Detroit, Mi, Us

▪ Provided strategic leadership to a team of 60 Client Advocates responsible for providing mortgage servicing in a call center environment that answered more than 1 million mortgage calls annually. ▪ Directly supervised a Senior Team Leader and 4 Team Leaders. ▪ Monitored daily metrics and ensured the team delivered on Service Level Agreements (SLAs). ▪ Oversaw inbound call volume, team member attendance, average talk time, available time, abandonment rate, and total call volume. ▪ Hired team members and managed staffing plans while working closely with the Workforce Management Team and HR.▪ Organized monthly Client Relations meetings for 300+ employees to discuss metrics, process improvement opportunities, and plans for the following month/quarter.▪ Developed the operations talent pool by optimizing the skills of the existing team, in partnership with internal recruitment teams to attract the best talent. ▪ Performed succession planning to ensure key roles were filled and provided ongoing recognition of individual talent.▪ Developed contact center strategies to improve customer and CSR experience and to reduce cost per contact through deflection and efficiency gains.▪ Created, implemented, and reviewed operational metrics and performance standards.Key Accomplishments▪ Decreased average call time from 8 to 5 minutes by implementing process improvements and implementing new employee training and development programs. ▪ Oversaw the launch of a new Arizona site for mortgage servicing that allowed for calls to be answered in Arizona, which significantly reduced employee overtime.▪ Created and implemented a new Compensation Plan to recognize team members for achieving production milestones that included hourly raises, monthly bonuses, and title changes.▪ Successfully decreased employee attrition rate in the call center by 30% by implementing employee round tables, adjusting schedules, and ensuring that expectations were clear and defined.

Detroit, Mi, Us

▪ Supervised a team of 18 Client Advocates and ensured the achievement of SLAs regarding the turn time of emails. ▪ Led team members by performing weekly 1-on-1 meetings and ensuring adherence to scheduling and mending disagreements. ▪ Oversaw the Operations Internship Program with more than 100 active Interns. Attended weekly status meetings and implementation meetings.▪ Educated department staff on new implementations and ensured staff was equipped with the proper tools.▪ Built and ran performance metrics and tracked employees’ daily work output.▪ Identified methods to streamline the work and provided suggestions on workflow and procedural improvements for the department.▪ Performed annual reviews with Client Advocates by providing constructive feedback and suggesting areas for improvement.▪ Trained new hires and ensured the training checklist was promptly completed.▪ Performed disciplinary procedures such as verbal warnings and written warnings.▪ Reinforced company policies in the workplace, made prompt documentation, and communicated employee issues in collaboration with HR.Key Accomplishments▪ Developed and implemented a Client Relations Email Team of 18 Client Advocates responsible for answering emails and chats, which removed them from the workload of team members taking phone calls. ▪ Increased the volume of handled emails and chats by five times in volume, while increasing the size of the team threefold.▪ Won the “Intern Liaison of the Year Award” for the successful management of an Internship Program with 100+ Interns, and for ensuring a seamless process of recruiting, onboarding, and collaboration across multiple business units. ▪ Previously, served as a Team Leader from 2013 to 2016 responsible for supervising and leading a team of 15 Client Advocates in a call center environment responsible for handling approximately 40,000 calls annually. Promoted from Team Leader to Senior Team Leader in 2016.

Detroit, Mi, Us

▪ Partnered with the Team Leader to co-lead a team of 16 Client Advocates and provided timely feedback and coaching to help team members achieve goals and improve quality scores and production.▪ Oversaw the acquisition of Charles Schwab HELOC loans and ensured smooth onboarding, loan servicing, and process buildouts for FAQs.