Nicholas Batten Email & Phone Number

Westlake Village, California, US

Chesterfield, Missouri, US

• Conducted staff performance reviews, assessed needs, cost/benefit analysis, and other operational strategy assessments.
• As part of my cross-collaborative initiative, I successfully helped manage the end-to-end recruitment processes via Avature, resulting in higher retention.
• Studied and implemented performance monitoring systems leading to improvement in center performance.
• Established user guidelines and standards resulting in a 25% increase in customer/ merchandiser satisfaction scores.
• Assisted in annual budget preparation, identifying cost-saving opportunities that result in a reduction in overspending.
• Summarized and analyzed call center trends, providing actionable insights that improve operational efficiency.

Westlake Village, California, US

• Led a high-performing team of mortgage specialists, driving seamless support for the mortgage fulfillment division and fostering a culture of excellence.
• Managed, monitored, and optimized queue performance and processes, resulting in an increase in efficiency and a reduction in processing.
• Orchestrated seamless coordination within the division and across PennyMac, ensuring consistent execution of processes and fostering collaboration across all areas.
• Effectively utilized resources to monitor queue performance, identify trends, and implement business solutions, resulting in a decrease in issue resolution time.
• Developed efficient processes, reducing end-to-end cycle times, and enhancing overall service quality.
• Regularly communicated departmental performance results to management, ensuring alignment with organizational objectives and fostering transparency.

Westlake Village, California, US

• Provided crucial assistance to management by handling manager/supervisor escalation calls, resolving complex issues promptly, and ensuring high levels of customer satisfaction.
• Played a pivotal role in training both new and existing employees, delivering comprehensive and engaging sessions that contributed to their professional growth and enhanced team performance.
• Demonstrated exceptional capability by serving as the sit-in/backup for the Operations Manager during her absence, ensuring uninterrupted workflow and maintaining operational efficiency.
• Achieved a consistent rating of "Exceeds expectations" for job performance every quarter, reflecting sustained excellence in delivering results and exceeding set benchmarks.
• Served as the subject matter expert (SME) for the St. Louis MMT (My Mac Team) site, providing valuable insights, guidance, and support to team members, contributing to enhanced team effectiveness and performance.

Westlake Village, California, US

• Successfully managed an average pipeline of 150-200 refinance loans, demonstrating exceptional organizational skills.
• Within the initial 6 months at PennyMac, established and maintained a robust pipeline of 100+ refinance loans, showcasing rapid adaptation to company processes and a proactive approach to meeting targets.
• Meticulously prepared loan packages for underwriting review, ensuring comprehensive documentation and accurate information. This attention to detail minimized errors and streamlined the underwriting process.
• Provided invaluable support to loan officer and underwriter teams by facilitating the timely and accurate processing of mortgages.

US

• Led and supervised a team of 12 medical and retail debt collectors, fostering a positive work environment and achieving high levels of productivity and efficiency.
• Utilized multiple databases and mainframes to conduct investigative research, effectively identifying debtor information and assets, thereby maximizing agency recovery and revenue.
• Increased, and maintained, an approximate average of 500 ‘skip locates’ for the company’s legal skip drive.
• Applied logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, facilitating informed decision-making and strategic problem-solving.
• Successfully managed Castel predictive dialer operations, optimizing call efficiency and ensuring compliance with industry regulations, resulting in increased contact rates and improved debt collection outcomes.

Charlotte, NC, US

• Served as a key member of the Default Servicing Complaint Resolution Team.
• Gold award recipient for providing excellent customer support to my clients, and their needs.
• Educated clients on money management.
• Built, and safeguarded strategic alliances with clients.
• Oversaw the satisfactory completion of borrowers’ mortgage modifications, to keep them out of default and foreclosure.

High School Diploma, General Studies

Some College