Nick Demeester Email & Phone Number

Plymouth, MI, US

Farmington Hills, MI

• Lead nine Managers and approximately 120 Financial Wellness Experts providing counseling and education services to clients in all fifty states.
• Drive operational improvements via implementation of Objectives & Key Results (OKR's).
• Experience launching new call center software and strategizing on new CMS build.
• Accountable for delivering exceptional customer service while improving key indicator performance and maintaining strong employee engagement and retention.

• Oversee programs that represent approximately 30% of company revenue.
• Manage the company's forecasting of housing revenue, service delivery, and grant consumption.
• Launched multiple housing programs in 2014 which grossed over $1M and served upwards of 4k new customers. This grew in 2015 and is on pace to exceed budget in 2016.
• Responsible for coordinating all housing counseling services across the organization.
• Continue to serve as Relationship Manager for the company's largest business partner.
• Business development responsibilities include analyzing new business opportunities and developing program requirements.

• Handled workforce management duties for call center which consisted of four unique departments and over 250 employees.
• Analyzed interdepartmental staffing needs to determine hiring and cross-training needs throughout Call Center Operations.
• Identifed staffing gaps and increased capacity which resulted in the delivery of more services to consumers and improved profitability.
• Coordinated and managed the launch of a new line of business September 2012 which served more than 3k consumers and generated $950k revenue in the first year.
• Created forecasting and scheduling models to effectively manage company resources and handle work volume.
• Assisted in creating and monitoring the Call Center budget.

• Reduced abandonment rate within the First Contact Center from a 2011 average of 11% to consistently below 5%, and did so with reduced headcount.
• Modified agent scripts and work instructions which reduced call durations by 15%.
• Interviewed and hire prospective employees.
• Analyzed key performance measures and set goals for department and employees.
• Assisted other Operations Managers in handling duties associated with GreenPath’s Bankruptcy and Mortgage Delinquency Counseling LOB’s.

• Oversaw daily operations of both our Bankruptcy and Mortgage Delinquency counseling services.
• Responsible for quality assurance and productivity measures for call center team consisting of more than 150 agents.
• Evaluated key measurements of the Employee Performance Index; created and modifed scoring indexes to effectively gauge employee performance.
• Handled Workforce Management responsibilities for all call center departments; analyzed call arrival patterns to determine appropriate staffing levels across multiple departments.
• Strong working knowledge of Zeacom software and reporting analysis to maximize department productivity and improve answer rates.
• Served as liaison between Operations and other departments including Quality, Training, IT, Human Resources, and Compliance.

Owner and investor of both long and short term rentals. AirBnb Superhost and VRBO Premier Host. Have demonstrated great success managing an out-of-state short term rental and looking to expand portfolio via property acquisition and co-hosting.

Masters, Business Administration

Bachelor Of Arts, Psychology 2002