Regis McKoy
Laurel,Maryland
Summary
Results-driven professional with over 7 years of experience in customer service, escalations management, and stakeholder engagement within the mortgage and security industries. Proven ability to lead cross-functional teams, resolve high-stakes issues, and implement innovative strategies that enhance customer satisfaction and operational efficiency. Seeking to leverage expertise in a challenging role that values collaboration, innovation, and exceptional customer care.
Overview
9
9
years of professional experience
Work History
Customer Escalations Case Owner
Freddie Mac
2024.03 - Current
- Resolution Leadership: Led resolution efforts for escalated cases, resulting in a 30% reduction in resolution time and a 95% customer satisfaction rate.
- Cross-Functional Collaboration: Partnered with policy, legal, non-performing loans, and senior management teams to address high-profile escalations, ensuring compliance with Freddie Mac’s standards and minimizing reputational risks.
- Innovation in Communication Strategy: Innovated a cross-functional communication strategy that improved response times by 25%, resulting in a more streamlined escalations process and enhanced customer outcomes.
- Pipeline Management: Managed a pipeline of over 200 escalated cases, achieving a 98% resolution success rate within stipulated deadlines.
- Risk Mitigation: Developed and implemented a risk mitigation framework that reduced financial exposure by 20% across escalated cases.
Master Servicing Representative
Freddie Mac
2021.04 - 2024.03
- High-Stakes Account Management: Spearheaded the management of 150+ high-stakes customer accounts, driving a 20% increase in client satisfaction and reducing delinquency rates by 18%.
- Trend Analysis and Service Enhancement: Analyzed trends from customer feedback and collaborated with internal teams to enhance service delivery, resulting in a 24% improvement in process efficiency.
- Strategic Stakeholder Engagement: Facilitated recurring strategy sessions with stakeholders, aligning team efforts with customer expectations and achieving a 90% positive feedback rate.
Customer Success Manager
Caliber Home Loans
2020.11 - 2021.04
- High-Volatile Case Resolution: Directed the resolution of high-volatile cases and congressional complaints, leading to a 21% reduction in foreclosure rates and a 25% improvement in stakeholder engagement.
- Customer Communication Optimization: Created a new customer communication process that decreased response times by 25%, significantly enhancing overall customer experience and satisfaction.
- Strategic Insight and Leadership: Provided strategic insights to senior leadership on customer trends, contributing to a 15% increase in service efficiency.
Overnight Senior Armed Guard
Allied Universal
2018.10 - 2020.11
- Security Operations Management: Managed security operations for Capital One Campus with over 3,000 daily visitors, ensuring a 100% incident-free environment.
- High-Risk Situation De-escalation: Successfully de-escalated 12 high-risk situations per month, resulting in an 18% reduction in incidents requiring law enforcement intervention.
- Customer and Client Satisfaction: Enhanced customer and client satisfaction by responding to and resolving over 15 concerns and complaints, achieving a 99% positive feedback rate.
- Team Leadership and Coordination: Led a team of 4 guards, improving response time to incidents by 23% through effective coordination and communication.
- Safety Audits and Compliance: Conducted regular safety audits, identifying and resolving 28 potential risks, which improved overall safety compliance by 35%.
Congressional Relations Liaison
Freddie Mac
2015.04 - 2018.10
- Collaboration and Partnership: Analyzed 1500+ congressional complaints, working with servicers and the Consumer Assistance Network to mitigate foreclosure risks within strict SLAs.
- Government and Industry Relations: Collaborated with FHFA and Fannie Mae to implement provisions for underserved markets, enhancing homeowner affordability and strengthening the housing finance system.
- Legislative Analysis and Information Management: Developed a platform tracking 981 legislative bills, analyzing 321 proposals to inform stakeholders on key housing reforms.
- Stakeholder Engagement and Communication: Served as the primary liaison with congressional staff and key stakeholders, resolving high-profile cases and leading the creation of 15 customer engagement playbooks.
Education
Bachelor of Science - Business Administration And Management
Radford University
Radford, VirginiaSkills
- Escalations Management
- Cross-Functional Collaboration
- Creative Problem Solving
- Data-Driven Decision Making
- Communication
- Tableau
- Salesforce
- ServiceNow
- HubSpot
- JIRA
- Power BI
- Zendesk
Remotecollaborationskills
- Zoom
- Microsoft Teams
- Google Meet
- Google Docs
- Google Analytics
Microsoftofficeskills
- Word
- PowerPoint
- Excel
- Outlook
- Visio
Timeline
Customer Escalations Case Owner
Freddie Mac
2024.03 - Current
Master Servicing Representative
Freddie Mac
2021.04 - 2024.03
Customer Success Manager
Caliber Home Loans
2020.11 - 2021.04
Overnight Senior Armed Guard
Allied Universal
2018.10 - 2020.11
Congressional Relations Liaison
Freddie Mac
2015.04 - 2018.10
Bachelor of Science - Business Administration And Management
Radford University
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