Call Center Supervisor

Phyllis D. Hilliard                                                      (904) 881-9319

946 Cherry Point Way - Jacksonville, FL 32218                            pheltit51@gmail.com

 

CAREER SUMMARY

Call Center Supervisor with 5 years of experience supervising, directing and motivating the staff to meet team and business goals.  Managed team of employees and assess individual and team performance.  Coach, train and develop employees to exceed expectation set for them, through company standards.  Evaluate, recommend, and implement operational process improvements that add value to the customer and the organization.  Manage multiple projects and tasks while maintaining operational standards.  Hold bi-weekly leadership team meetings and follow-up on action items. Provide feedback to team members for developmental growth.  Monitor workflow and makes recommendations for staffing changes.  Strong analytical, problem solving, motivational and leadership skills. Organized approach to managing daily activities while managing multiple tasks.  Skilled to perform all related tasks within a high volume production environment.  Demonstrated ability to work closely with employees of diverse backgrounds and Senior Management.  Well organized and self -motivated.   Excellent verbal and written communication skills.  Maintain a high degree of attention to detail. Work with other department managers to promote team solutions and problem resolution.

PROFESSIONAL EXPERIENCE

Wells Fargo Home Mortgage – Jacksonville, FL                                                       2012-2013

Conventional Underwriter III

  • Contacted customers and Loan Officers (HMC) to gather information to make appropriate decisions, explained rationale behind credit decision.
  • Strong interpersonal skills to build and maintain professional relationships with clients, customers, and co-workers.
  • Time management and organizational skills to effectively prioritize multiple objectives and achieve volume goals.

American Home Mortgage (Option Mortgage) – Jacksonville, FL                            2009-2012

Home Preservation Specialist (HPO)

  • Conducted face to face meetings with customers whose loans are delinquent or at high risk for delinquency.
  • Evaluated their financial ability, intent, willingness, reason/risk for default; suggested the appropriate retention or liquidation solutions. 
  • Met with advisory services (NACA) to focus on helping customers find solutions to maintain ownership of their home.  Offered options including short sales, deed in lieu, etc.

 

Option One Mortgage – Jacksonville, FL                                                                   2007-2009

Loss Mitigation Specialist III

  • Counseled the borrower on alternative solutions when they could no longer afford to keep the property and preserving his/her credit.
  • Strong analytical and problem solving capabilities. 

 

 

Ever Home Mortgage – Jacksonville, FL                                                                   2006-2007

Call Center Supervisor

  • Managed a collection unit of 16 representatives with reporting responsibilities to Manager of Loan Resolutions. 
  • Provided leadership in areas of quality customer service and problem resolutions for external customers. 
  • Interviewed and recommended potential candidates for hire to ensure effective skills and qualifications were met to resolve issues regarding the customer account. 
  • Organized weekly meetings with team to discuss and resolve any issues, ensure all calls were handled in a timely and professional manner and any suggestions for improvement.
  • Managed the Collection Bridge to ensure adequate collection jobs were running correctly on a day to day basis.  
  • Ensured that the collection area was adequately staffed at night. 
  • Established feedback loop and maintained working relationships with Day Shift Team Leads. 

 

Bank of America/Fairbanks – Jacksonville, FL                                                         2002-2004

Loss Mitigation Specialist

  • Committed to helping the mortgagor find a solution to the delinquency.
  • Highly skilled at listening and understanding customer concerns and taking action to satisfy their needs.

 

Bank of America – Jacksonville, FL                                                                          2000-2002

Call Center Supervisor

  • Coached a team of 15-20 full-time and part-time collectors with the intent of driving exceptional business results. 
  • Provided leadership, guidance, and motivation to the collection team. 
  • Interviewed and recommended potential candidates for hire to ensure effective skills and qualifications were met to resolve issues regarding the customer account. 
  • Responded timely and accurately to all customers’ inquiries and complaints within 48 hours. 
  • Experienced in talking with the borrower about loan decisions.
  • Ability to handle confidential material in a professional, highly ethical manner. 
  • Hold any necessary customer service meetings, training sessions.

The Finance Company-Jacksonville, FL                                                                   1998-2000

Call Center Supervisor

  • Coached a team of 15-20 full-time collectors with the intent of driving exceptional business results.
  • Provided leadership, guidance, and motivation to the collection team.
  • Managed the Aspect Dialer to ensure adequate collection jobs were running correctly on a day to day basis.
  • Implemented problem-solving skills to explore other alternatives to repossession, i.e. Repayment plans.
  • Committed to helping the customer find a solution to the delinquency, instead of repossession.

 

 

 

The Finance Company-Jacksonville, FL                                                                 1997-1998        

Account Manager    

  • Assisted the customer in understanding the benefits of voluntary repossession surrendering the debt, and helping to preserve his or her credit.
  • Collection Specialist of auto loans, 30-120 days delinquent.

 

EDUCATION

Bachelor of Arts Degree, University of North Florida College

  • ID#: 80909
  • Location: Jacksonville, FL , 32218

Don't Be Fooled

  • When selling, do not put your home address in your ad.
  • To avoid scams, buy and sell with people you can meet locally, in person.
  • When meeting with someone you don't know, meet in a public place. If that's not possible, have a buddy with you. Also, carry a cell phone; if you feel unsafe, you can call a trusted friend, and stay on the line.
  • Never give out financial or private information like account numbers, PayPal login, or social security number.
  • If an offer sounds too good to be true, it is. Walk away!

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