Notes

Lash GroupSenior Manager, Operations Led an inbound and outbound call center in four sites throughout various time zones. Created, launched, and implemented a Remote program for all four sites Designed, launched, and implemented a bilingual team to include creating all trainingmaterials, SOPs and Quality Plans. Revamped the call center’s performance metrics, staffing models, training materials, SOPs Responsible for the strategic management and execution of various co pay and reimbursement programs, with over $11 Million in budgetary responsibility and oversight Responsible for three Program Managers and 100+ Associates Responsible to ensure operational readiness (volume forecasting, staff planning, service improvement plans, SLAs, expense control, employee development management including defining departmental policies, process and training. Responsible for P&L overseeing expenditures, staffing, scheduling and compensation

Manage a team of 15-20 front-line Associates in a high volume, deadline and production-driven environment
Conducted Site Training for several groups to on-board them quickly and efficiently at Bank of America
Understand and help deliver segment goal and performance targets
Supported and lead the Customer Relationship Model that is end-to-end Single Point of Contact relationship between the Associate and the borrower
Mitigating the risk for the Bank, while assisting homeowners and Utilizing Bankruptcy Laws
Implemented process improvements and resolutions to process and knowledge gaps
Conducted call monitoring and account auditing to ensure compliance with Bank-policies, investor requirements and federal/state laws
Continuously improve the site’s performance, operational excellence, and associate proficiency
Provide daily coaching and feedback to Associates
Prepare and review key reports to ensure SLA compliance, performance and operational metrics, and process-improvement opportunities
Communicating effectively (written and verbally) with business partners to enhance the customer experience
Supported and lead the Customer Relationship Model that is end-to-end Single Point of Contact relationship between the Associate and the borrower.
Implemented process improvements and resolutions to process and knowledge gaps
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Managed the day to day of three teams operations and workflow activities
Provide daily coaching and feedback to Team Leads and Associates
Prepare and review key reports to ensure SLA compliance, performance and operational metrics, and process-improvement opportunities.