Tim Markfort Email & Phone Number

Minneapolis, MN, US

Minneapolis, MN, US

• Responsible for entire product lifecycle including defining key milestones, overall design, prototype, configure and implementation of new products/product features and capabilities across the customer experience.
• Partnered with Enterprise Voice Technology group to migrate the first business line from on-prem voice contact center to Amazon Connect. This included: Contact strategy tool, IVR, dialer, OB IVR, WFO, and digital.
• Co-established Enterprise Quality Excellence standards for the implementation of Amazon Connect, including standardization of IT and Cyara test automation. Resulting in 90% coverage of functional automation.
• Increased visibility into Contact Center by migrating data to cloud digital artery which allows data to stream into both SQL and NoSQL data lake.
• Used customer feedback, cloud watch, and system health to identify pain points and opportunities.
• Integral part in transforming a 99% on-site, multi-state staff to 99% remote in a month – response to COVID.

• Brought multiple teams in sync by creating requirement standards, establishing expectations, and fostering relationships with three critical lines of business and the analytics technology groups.
• Established a culture where reports are used to tell the story of what happened and workflow tools to direct work in accordance with OCC directives.
• De-risked operations by designing a centralized dialer campaign generation tool to enforce government dialing regulations while increasing the customer experience.

San Francisco, California, US

• Led the implementation of CFPB and NSS (government regulations) related to Collections and Loss Mitigation activities across six business lines providing guidance and continuity amongst the teams and matrixed reports.
• Improved operational efficiency while decreasing risk by partnering with Operations to review existing processes and providing strategic direction for the systematic implementation of CFPB.
• Reduced support costs while making strides down the Technology Roadmap by consolidating several standalone apps by folding the functionality into long-term applications.
• Installed IVR call routing requirements for Continuity of Contact of customers and increased customer satisfaction by providing customers with a streamlined channel to Appeal the modification decision.
• Developed a process in five decisioning applications that allows a customer to appeal loan modification decisions. Effort required building data mapping to all letter changes on over 1,200 documents used in the overall.
• Created two dynamic denial letters to provide customers with a consolidated letter which provides greater detail for each workout they were reviewed for versus multiple single workout letters.

San Francisco, California, US

• Managed a systems design and solution group responsible for 16 highly visible, complex, and evolving tools; provided strategic direction for Collections and Home Preservation tools. Managed and led 11 direct reports.
• Encouraged team members to grow outside of their comfort zone by creating safe opportunities.
• Improved release efficiency and quality by creating a systems design team to document the requested changes in an FSD used by development and testing.
• Created transparency by publishing system integration flows, FSDs, and hosted cross functional requirement sessions.
• Reduced company risk by providing consulting services to the Production Support Team to bring all the right parties together to find and agree on a solution.
• Represented technology in operational implementation and audit meetings.

San Francisco, California, US

• Expanded the Early Resolution platform (SaaS) across multiple business lines to respond to the mortgage crisis, service the needs of customers and reduce risk while managing expenses.
• Led a peak team of 100 FTE and contractors with a $45MM annual operating budget.
• Recruited and developed talent who would challenge the conventional thinking and commanded the confidence needed to steer a ship through rough waters of the mortgage crisis, in the direction of the long-term vision.
• Achieved a 1,000% increase in release throughput by establishing a release management team with the formal structure to endure the rigor of such an increase.
• Negotiated and executed several Statements of Work with CSC, the Early Resolution vendor resulting in a 13% reduction in bill rate and assisted in negotiation of the Master Services Agreement with CSC.
• Implemented a scalable production support model to provide end users with consistent, reliable solutions and communication tool that was later used as a model for other technology groups.

San Francisco, California, US

• Managed a team of eight individuals who supported several applications and business lines by working with various vendors and internal development groups to evaluate and implement innovative solutions.
• Reduced delinquency by operating a marketing campaign utilizing non-traditional postal methods to reach customers. Created analyses to verify compliance, performance, and marketing effectiveness.
• Improved customer contact rate by creating a comprehensive skip tracing process and implementing architectural changes to the tool that creates outbound dialing campaigns.
• Decreased inbound call time 15 seconds by connecting new IVR functionality to Early Resolution.
• Established a default mortgage online presence which provided customer education and transparency into the home preservation process.
• Created an industry first channel for customers to request mortgage assistance with a secure web portal and track the progress of the request.

San Francisco, California, US

• Developed and maintained robust set of client applications, automated analytic programs, and ad hoc reports.
• Designed and maintained analytic programs and strategic analyses related to customer segmentations, customer experience, and compliance adherence.
• Translated data into meaningful commentary and provided strategic recommendations.
• Designed, developed, and implemented multi-site applications which provided Agents with a simplistic user interface to collect over the phone mortgage payments and interface with multiple auto-dialers.
• Created e-commerce software used by internal staff to collect payments from customers over the phone.