The key strengths that I possess for success in this position include, but are not limited to, the following: • Provide exceptional contributions to customer service for all customers. • Strive for continued excellence. • Strong communication skills. • I am a self-starter. • Eager to learn new things. You will find me to be well-spoken, energetic, confident, and personable, the type of person on whom your customers will rely. I also have a wide breadth of experience of the type that gives you the versatility to place me in a number of contexts with confidence that the level of excellence you expect will be met.

COMPANY	POSITION HELD	DATES WORKED
Washington Mutual(AKA HomeSide Lending, Barnett Mortgage)	(Confidential)	5/2006 - 3/2007
Washington Mutual	(Confidential)	2/2002 - 9/2006
HomeSide Lending	(Confidential)	9/1992 - 2/2002
HomeSide Lending	(Confidential)	2/1983 - 9/1992

SCHOOL	MAJOR	YEAR	DEGREE
UNF	Criminal Justice	1979	Bachelor Degree

Highlights:

Direct strategic planning, development, staffing, management and performance of 250 seat Mortgage Contact Center. Overseeing the functions involving hiring, escalated customer contact, budget management, training, directing and motivating call center management team of 11 managers. ? Developed incentive program that resulted in the Jacksonville site’s Quality Score being 15%-25% above other mortgage sites. ? Achieved Climate Survey averages that were 7% -16% above the Enterprise average, and the Corporate averages in every area. ? Recognized for site’s monthly zero Customer Privacy Violation. ? Implemented a holistic ?Accountability-Customer Centricity? management philosophy that resulted in the Jacksonville site being named the best domestic mortgage site in Quality and Productivity within the enterprise from September 2006-February 2007. ? Conducted hundreds of interviews with responsibility for the placement of over 250 employees? Managed a highly motivated decommissioning site staffed 90% with temporary staff without incident of theft, poor quality or reduced productivity. ? Achieved 10% overall average improvement in Climate Survey after taking over the management of Contact Center? Successfully Ramped-up a 600 seat 24x7 Retail Contact Center. Ramp-up included liaising and partnering with, Workforce Management, Recruiting, and Training and Development. ? Managed 3 high achieving queues within the Jax Retail site; Customer Service English, Customer Service Spanish and Specialty Group. The 3 Bi-lingual teams were the highest performing teams within the enterprise with an average scorecard of above 95%.? Led a retention effort that reduced attrition by 30% within 3 months.? Received employee satisfaction score of 97%.? Developed sales techniques of each customer service representative to drive revenue growth. ? Conducted hundreds of interviews with responsibility for the placement of over 600 employees.? Led Unit of managers to consistently meet KPI, through execution of strategy that prioritizes opportunity expansion, new business development and maintenance of accounts.? Managed the budget for the Retail and Mortgage in the Jacksonville Call Centers (about $100 million/year).? Supported the Outsource and Offshore efforts by providing management training for the Management Team from Manila and Costa Rica. ? Successfully changed the culture of the site from service only to service/sales.? Led project to convert the entire enterprise from ALSS proprietary system to Fidelity Platform.

Companies I like:

CSX, AT&T, The Coca-Cola Co, Ford Motor Co, Verizon Communications, Wachovia, Blue Cross and Blue Shield of Florida, Johnson & Johnson, American Express, Citigroup

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Customer Service Manager
• Director
• Call Center Manager
• Call Center Director
• Customer Service Director
• Area Manager

Selected to develop and Ramp-up the Retail Division of the Enterprise Customer Care Center based on a proven record of business continuity and customer service excellence in Mortgage Banking. ? Successfully Ramped-up a 600 seat 24x7 Retail Contact Center. Ramp-up included liaising and partnering with, Workforce Management, Recruiting, and Training and Development. *** Managed 3 high achieving queues within the Jax Retail site; Customer Service English, Customer Service Spanish and Specialty Group. The 3 Bi-lingual teams were the highest performing teams within the enterprise with an average scorecard of above 95%. *** Led a retention effort that reduced attrition by 30% within 3 months. *** Received employee satisfaction score of 97%. *** Developed sales techniques of each customer service representative to drive revenue growth. *** Conducted hundreds of interviews with responsibility for the placement of over 600 employees. *** Led Unit of managers to consistently meet KPI, through execution of strategy that prioritizes opportunity expansion, new business development and maintenance of accounts. *** Managed the budget for the Retail and Mortgage in the Jacksonville Call Centers (about $100 million/year). *** Supported the Outsource and Offshore efforts by providing management training for the Management Team from Manila and Costa Rica. *** Successfully changed the culture of the site from service only to service/sales. *** Led project to convert the entire enterprise from ALSS proprietary system to Fidelity Platform