Stacy Link Email and Phone Number

Customer Service Portfolio Manager responsible for managing day to day operations by leading the Cincinnati team and overseeing the nearshore vendor sites. Drive for results to successfully achieve plan, identify system issues, remove roadblocks and implement efficiencies by working closely with IT infrastructure, Online Development Team, Legal, Compliance and the Accounting and Reconciliation Departments. Create and manage the standard operating procedures for customer service, escalation and supervisor processes in SharePoint.

Lead several teams within the E-business Operations, Processing Support Group, Loan Servicing, E-Service and Strategic Work Assignment Team.Restructured formal on-boarding program for new hires. Facilitated training classes with new hires and provided ongoing training for employees.Manage day to day operations of contact center and operations staff of 35 associates including Team Leaders, Training Coordinator, loan servicing and risk management teams, in Director's absence. Directly responsible for all hiring decisions, maintaining/improving agent retention and satisfaction, corrective action and formal performance appraisals.Respond and resolve customer complaints from government and consumer agencies (i.e. Attorney General, Better Business Bureau, and CFPB).Member of the SOP Committee, provided review and content for several newly formatted SOP documents.Closely partner with Human Resources on employee relation matters such as unemployment hearings, job description updates, promotions, attendance policy and recruitment of talent.Provided detailed monthly departmental reports and updates to senior management.Lead the implementation of live chat and a dialer system.Manage and contributed to policy and procedure updates that adhere to state compliance while striving for increased agent and system efficiencies.Successfully lead staff through constant changing environment resulting from regulatory necessity and rapidly growing operations.Implemented agent recognition with gamification aspects. Vast experience with the measurement of incentive designs.Lead changes to Quality Assurance program for contact center with manual auditing processes that have evolved into state of the art voice analytics software.Cross functional partnerships with Human Resources, Risk Management, Strategic Operations, Underwriting, Marketing, IT, Compliance and Accounting..