• Serves as the main point of escalation for any issues of major concern, to the VP of Compliance• Responds to all BBB and CFPB complaints and facilitate solutions with the corporate compliance team• Provides daily/weekly updates to executive leadership team and ensure visibility to opportunities fordevelopment and growth• Works with cross-functional teams to ensure the overall success of the company• Regularly monitors incoming volume (calls, emails and text) ensure there is a correct staffing model, serving customers effectively across all markets/time zones• Provides leadership to the CARE team, including coaching and feedback, quality assurance and development• Resolves customer service problems by understanding the customer complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution, then taking it a step further to ensure process improvements are made in real time to prevent the issue from reoccurring in the future• Provides easily digestible reporting data to Management teams for process improvement• Be on call to handle issues related to the Customer Experience/CARE Department and all internal employees

• One of five senior managers on the loan servicing implementation and conversion team tasked with establishing in-house loan servicing operations.• Complete responsibility for building and managing a remote loan servicing remote call center operation including systems, policies and processes, and training.• Project Manager for Black Knight Financial Services Mortgage Servicing Platform, BKFS Customer Service Application, BKFS Servicing Digital, Five9 Telephony System, TeleVoice IVR, HelpScout email management platform and NACHA compliance.• Day to day oversight and management of call center operations including supervisors, call center specialists, research and dispute resolution specialists.• System administration for the Servicing Digital customer portal, Five9 phone system and Televoice IVR.• Build and maintain strong relationships with all vendor partners.

• Provide leadership to inbound call center associates both remote and onsite, in a constantly changing environment.• Responsible for meeting all operational objectives including service levels, productivity and quality goals and profitability.• Deliver a high level of customer and client satisfaction by establishing and maintaining positive relationships, communicating results and ensuring all standards are met.• Manage and distribute workload to ensure effective use of resources and maintain a productive work environment.• Use creativity to motivate team to perform at a high level under challenging circumstances.• Analyze call data to set workload and staffing levels to ensure productivity and quality are met.• Identify/implement new strategies and processes to improve productivity, revenue generation and service quality.• Prepare and deliver performance evaluations to assist in the development of customer care specialists/supervisors.

• Connect with team members and customers to discover what they want and need to create a “best in class” shopping experience.• Utilize industry and product knowledge, expertise and technique, to make custom-tailored recommendations.• Create strategic flows to route inbound calls effectively and efficiently.• Eliminate pain points as customers progress through the sales lifecycle including selection, finance and alternative delivery.• Develop a seamless transition process from online to in-store purchasing to provide an unrivaled, iconic customer experience.• Mentor team members and provide support as needed.

• Responsible for all aspects of leading a 40-person call center – including Sales, Customer Care Phone team, Customer Care email team, offline Customer Care specialists, Supervisors and Team Leads• Identified and implemented strategies to improve profitability, productivity, service quality and portfolio controls..• Delivered a high level of customer and client satisfaction by establishing and maintaining positive relationships, communicating results and ensuring all standards were met.• Used creativity to motivate teams to perform at a high level under challenging circumstances.• Analyzed call data to set workload and staffing levels to ensure productivity and quality goals were met.• Identified/implemented new strategies and processes to improve productivity, revenue generation and service quality.• Oversaw for the following functional areas – Sales, Customer Care, Fraud Prevention, Marketplace Management, Drop Ship Management, Quality Assurance, Training, Project and Product Roll-Out/Implementation, Staffing, Performance Management, Salary Planning, Budget Planning

• Completely responsible for all aspects of owning, managing, operating and marketing a growing restaurant.• Managed staff to ensure an optimal customer experience.• Analyzed costs, profit margins and ROI.• During this time, I was also appointed to the Lawrenceville Downtown Development Authority by the Mayor and City Council of Lawrenceville and served as the President of the Historic Downtown Lawrenceville Merchants Association, accomplishing many “firsts” – the first black female to own a business on the historic downtown square, to be voted in to become the President of the Historic Downtown Lawrenceville Merchants Association and to be appointed to the Lawrenceville Downtown Development Authority. I attribute this success to my excellent interpersonal skills, above average emotional intelligence and willingness to embrace change and diversity.