Marlene Taylor Email & Phone Number

Torrance, California, Us

Irvine, Ca, Us

• Managed Contact Center initiatives in multi-sites, through multi-channel outreach, supporting clients (internal and external) with over 100,000 students/borrowers, across ground and online schools. • Comprehensively direct operations including long-range strategic planning, productivity, client onboarding and relationship mgmt, budgets, hiring, organizational structure, and staff allocation. • Directed a team of 6 managers, responsible for contact center operations, WFM, Client onboarding and support, Quality Assurance, Training, Processing, Skip Trace, Training, and Reporting & Analytics. • Responsible for preparing and presenting operational productivity and performance reports to Executive leadership team on a monthly basis•Acted as internal consultant to cross functional leaders throughout the organization to improve operational efficiency and performance results AVP, Default Prevention (4/2013-6/2014 • Managed/maintained Cohort Default Rates less than 20% year over year. • Led the selection of Enterprise dialer solution for all student outreach activities across multiple departments and multi-site. • Centralized all financial aid document procurement within contact center• Established inbound overflow department for online student support, assisting students with questions ranging from FAFSA application, verification selection, stipend and document procurement. • Launched ground-up contact center operations in Colorado Springs and Denver, CO in support of expansion and business continuity.• Partnered with the Sales department to prepare and deliver RFP’s to universities and community colleges throughout the US

San Clemente, Ca, Us

Managed/maintained Cohort Default Rates less than 20% year over year. • Led the selection of Enterprise dialer solution for all student outreach activities across multiple departments and multi-site. • Centralized all financial aid document procurement within contact center• Established inbound overflow department for online student support, assisting students with questions ranging from FAFSA application, verification selection, stipend and document procurement. • Launched ground-up contact center operations in Colorado Springs and Denver, CO in support of expansion and business continuity.• Partnered with the Sales department to prepare and deliver RFP’s to universities and community colleges throughout the US

San Clemente, Ca, Us

• Established and managed an internal Default Prevention contact center. Insourcing all student contact activities including outbound/inbound and agentless call campaigns, text, US mail, email, skip trace, and social media contact. Reducing the company Cohort Default Rate from 21.5% to 6.7% • Selected and launched a hosted outbound dialer to support outbound call campaigns. • Hired, trained and directed a team of 5 managers, 7 supervisors and approx 200 student loan counselors and support staff, offering a student centric approach to counseling and educating student borrowers on their financial obligations in managing their student loans. • Achieved prestigious Parthenon award for results attained and impact on company culture.Senior Director Default Prevention April 2013-Jun 2014

Santa Ana, Ca, Us

• Managed contact center operations team accountable for qualifying and transferring prospective students to their respective ground or online campuses. • Managed contracts with external vendors including budgeting, forecasting, performance management, and real-time adjustments to staffing to meet or exceed established service levels and sales metrics. • Implemented outbound Cisco dialer to contact center operation• Pioneered an internal text and outbound appointment setting campaign resulting in higher enrollment rates, customer satisfaction, and increased organizational revenue.

Santa Ana, Ca, Us

• Managed multi-million dollar external outbound vendors for lead generation, resulting in an annual cost savings of 1.2M, within the first year. • Improved efficiency of appointment setting campaign from 44% to 66% and lowered abandonment rate from 23% to 5%. • Partnered with Marketing to identify outbound campaign strategies for each division. Developed and implemented outbound campaign to prospective employers for graduated students in support of student placement, resulting in 6% improvement in placement rates. • Implemented and monitored vendors KPI’s, prepared and provided performance reports monthly to executive leadership • Established key relationships with leadership personnel to provide continuous process improvement and superior customer service from vendor.

Brea, Ca, Us

• Selected and implemented and managed outbound dialer for outbound calling campaigns, designed GUI for user end call scripts • Ensured Quality control of information received. • Responsible for the creation and modification of dial plans, contact strategy, calls scripts, job aids, training of staff, and recruiting new staff. • Worked closely with operations and field installation and service personnel to resolve issues and challenges faced throughout the day

Stamford, Connecticut, Us

• Responsible for managing and developing relationships amongst customer care, outsource vendors, and field liaison teams. Identify recurring problems with processes, policies and procedures, and made recommendations for improvement. • Managed team of 5 supervisors and approx. 150 ancillary reports. • Managed Real Time Adherence Command Center, mini/center wide shift bid process. Coordinate staffing plans with corporate workforce teams. • Led/Hosted a bi-weekly cross functional operations meetings comprised of Field, Sales, Marketing and Customer Care to discuss opportunities, processes and create action plans to improve internal and external customer experiences.