Richard Brozek Email & Phone Number

• Managed relationship with Chase by providing customer service for the mortgage tax department.
• Created process for 100% Quality Control of escalated concerns resulting in the targeted 98% audit pass rate.
• Facilitated regular call reviews to increase Customer Satisfaction (CSAT) scores to greater than expected levels.
• Monitored and updated policies and procedures as necessitated by changes in tax laws.
• Facilitated monthly business review presentation to client and assisted reporting team by providing monthly numbers.
• Converted call center to remote while maintaining all required Service Level Agreements (SLAs).

Lewisville, Texas

• Provided leadership and guidance daily to help improve overall skills and quality.
• Facilitated twice monthly meetings with 12-15 employees for coaching and development.
• Regularly achieved scorecard requirements set by FreddieMac to operate as a top three servicer for their portfolio.
• Created reporting to highlight individual statistics for product pitch and sales.
• Developed tracking to indicate performance changes across three major skill metrics.

Plano, Texas

• Provide leadership and guidance daily to help improve overall skills and quality
• Conduct daily monitoring and feedback to ensure excellence in customer service
• Manage and maintain the departments escalation process, which includes tracking each complaint
• Interacted with leadership from other lines of business to help resolve challenging and high priority customer issues
• Partnered with Workforce Management team to help develop codes to ensure efficiency with time reporting and management
• Built a tracker to manage the delivery of all procedural changes in preparation for audit

Lewisville, TX

• Provide leadership to all direct reports and team members
• Work with internal and external customers to identify and remediate issues
• Review and analyze statistical data relative to the team based on departmental productivity
• Conduct regular quality assurance reviews to evaluate compliance with requirements and to identify gaps in policy adherence
• Develop strategies to help improve under-performing individuals.
• Ensure all manager deliverables are completed by the assigned deadline

Lewisville, TX

• Helped develop solutions beneficial to both clients and investors
• Conducted performance reviews and made recommendations for continued staff development
• Conducted regular team meeting to relay any new policy or procedure changes, as well as on going development
• Scheduled personnel and overtime as needed
• Consistently exceeded 100% of all assigned goals through staff development and training
• Successfully completed all additional projects and tasks assigned by leadership

Garland, TX

• Increased store profitability though successful P&L management
• Managed in store inventory to ensure customer needs were met in a timely manner
• Operated in the top 100 stores of over 1200 stores nationwide
• Achieved 100% of monthly revenue goals though account management and new sales
• Developed top performing employees through ongoing training and recruitment

California

• Provided training support for employees at 22 stores throughout the state of California
• Conducted bi-yearly compliance evaluations to ensure all stores were operating within allotted guidelines
• Facilitated new store openings by providing assistance through merchandising and staff training

Gainesville, TX

• Increased client base to ensure store profitability of nearly 10%
• Maintained store ranking in the top 20 though P&L and inventory management
• Achieved 100% of collection goals set.
• Prevented a store from closing by increasing revenues while lowering operational costs
• Implemented a marketing schedule to target both new and previous customers

Lewisville, TX

• Assisted the General Manager with daily operations
• Worked with sales staff to increase client base
• Ensured proper collection of all lease purchase accounts
• Promoted to General Manager within 6 months

Irving, TX

• Recruited, hired and trained individuals to manage locations throughout the United States
• Assisted in developing, maintaining and updating training programs for all employees
• Provided support to district and regional mangers by troubleshooting computer and operational issues
• Supported the Marketing and Real Estate departments to help facilitate the growth of the company

Carrollton, TX

• Organized registration efforts for trade show and convention management companies
• Assisted technical staff with computer network installation and set-up
• Supervised and trained up to fifty staff members
• Liaison between registrants and show management