Albert Saavedra
Cypress,TX
Summary
Result-oriented professional with 10 years of experience in Customer Care Call Center for both current and delinquent borrowers. Seasoned leader in managing service delivery operations with skills in ensuring service excellence in customer service, including more difficult discussions around escrow account used to manage payment of borrower’s taxes and insurance. Proven capabilities in managing payment acceptance, delinquency management, and early intervention strategies for Loss Mitigation. Excellence in monitoring process, flagging issues, training the team, directing measurement framework to ensure success in achieving key objectives in current and delinquent loan servicing. Excel in managing service delivery operations with skills in ensuring service excellence in customer service, payment processing, escrow management, and customer delinquency. Responsible to motivate, coach and hold team members accountable for high performance which directly impact PHH customer experience ratings, customer on call resolution, payment processing, escrow comprehension, and delinquency resolution. Proficient in handling process operations entailing mapping of business processes and studying requirements, designing, implementing, and transitioning, processes as well as solutions in line with the guidelines specified by clients; effective in ensuring business functionality & enhancement of competitive advantage. Ensure continuous trainings on key soft skills and business development of subordinates, developing a managerial pipeline to support growth in the organization. Develop and manage metrics and dashboards to communicate actionable performance results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
BPO/Operations Manager
OCWEN USVI Services, LLC. (Customer Care Center)
05.2022
- Working closely with Dialer team to improve connect rates & help to complete penetration during high call volume or when we have lean staffing days
- Conducting team meetings/1:1’s/Employee Engagement; ensuring that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities
- Monitoring reporting internal and external reporting and analytics for business
- Providing analytics on trends and using data to identify drivers while continuing to evolve reporting
- Developing short and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods
- Performing other related duties and assignments as required and as assigned
- Facilitating team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
- Devising resource and risk identification/mitigation plans to ensure achievement of project objectives
- Developing competency among the team members; mentoring & monitoring the performance to ensure efficiency in process operations
- Conceptualizing & implementing new initiatives, training & process excellence plans for the organization
- Managing entire process operations, Customer Service (payment acceptance, escrow and tax issues, general customer service, and collection of delinquent loans)
- Managing entire process operations, Customer Resolution (Loss Mitigation, Deed-in-Lieu, Modification, Settlement, Short Sale, Correspondence, process payment, and Foreclosure
- Monitoring overall functioning, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level and minimizing process gaps
- Validating & verifying improvement ideas and certifying the same
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
- Developing competency among the team members; managing appraisal process across the levels; conducting interviews to recruit the right talent & resources
- Managing day-to-day operations of the quality and implementing business improvement ideas aimed at maximizing profitability with client satisfaction
- Supervising the overall training functions including new hire / production floor trainings, training need analysis, skill upgrade trainings, performance management
- Conducted payroll verification by reporting the payroll for Contact Center to AMS Payroll including regular time pay, over-time pay, holiday pay, and personal time off pay
- Providing coaching, feedback, and performance management to Team Leads to ensure they are driving the desired outcomes in the key performance areas of customer satisfaction, one call resolution, delinquency, and quality
- Managing and motivating a team of sixty associates who undertakes activities such as answering customer incoming calls regarding issues such as making payments, discussing escrow, taxes, payment application, collections on delinquent loans and helping borrowers
- Highlights: Adhered to Information Security Policies and Procedures of IGS
- Ensured compliance to Information Security Policies and Procedures
- Led a team of individual Operations/team Leaders through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process
- Controlled attrition management and arranging for backfills on a timely basis
- Worked closely with Executive leadership to ensure high employee morale and retention initiatives
- Complied with the Information Security Policies and Procedures, and report all security incidents; adhered to the Internet Code of Conduct, email usage policy and customer information and data security policy & COPC certification and ISO 27001 specifications
- Remediate audit findings timely and accurately.
BPO/Operations Assistant Manager
OCWEN Business Solutions, Inc. (Customer Care Center)
01.2017 - 05.2022
- Working closely with collection outbound dialling team to improve connect rates and penetration rates
- Conducting team meetings/1:1’s/Employee Engagement; ensuring that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities to ensure Resolution (collections) and Customer Care agents are available for incoming customer calls
- Monitor reporting, internal and external, to ensure Call Center agent effectiveness in one call and delinquency resolution
- Providing analytics on trends and using data to identify drivers while continuing to evolve reporting
- Facilitating team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance to meet business goals and objectives in customer satisfaction and delinquency resolution
- Developing competency among the team members; mentoring & monitoring the performance to ensure efficiency in service, collections, and general mortgage servicing issues
- Managing entire process operations, monitoring overall functioning, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level and minimizing process gaps
- Validating & verifying improvement ideas and certifying the same
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
- Developing competency among the team members; managing appraisal process across the levels; conducting interviews to recruit the right talent & resources
- Managing day-to-day operations of the quality and implementing business improvement ideas aimed at maximizing profitability with client satisfaction
- Supervising the overall training functions including new hire / production floor trainings, training need analysis, skill upgrade trainings, performance management
- Conducted payroll verification by reporting the payroll for Contact Center to AMS Payroll including regular time pay, over-time pay, holiday pay, and personal time off pay
- Providing coaching, feedback, and performance management to Team Leads to ensure they are driving the desired outcomes in the key performance areas of customer satisfaction, one call resolution, delinquency, and quality
- Managing and motivating a team of sixty associates who undertakes activities such as answering customer incoming calls regarding issues such as making payments, discussing escrow, taxes, payment application, collections on delinquent loans and helping borrowers.
BPO/Operations Team Leader
OCWEN Business Solutions, Inc. (Customer Care Center)
01.2014 - 01.2017
- Working closely with collection outbound dialling team to improve connect rates and penetration rates
- Conducting team meetings/1:1’s/Employee Engagement; ensuring that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities to ensure Resolution (collections) and Customer Care agents are available for incoming customer calls
- Monitor reporting, internal and external, to ensure Call Center agent effectiveness in one call and delinquency resolution
- Providing analytics on trends and using data to identify drivers while continuing to evolve reporting
- Facilitating team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance to meet business goals and objectives in customer satisfaction and delinquency resolution
- Developing competency among the team members; mentoring & monitoring the performance to ensure efficiency in service, collections, and general mortgage servicing issues
- Managing entire process operations, monitoring overall functioning, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level and minimizing process gaps
- Validating & verifying improvement ideas and certifying the same
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
- Developing competency among the team members; managing appraisal process across the levels; conducting interviews to recruit the right talent & resources
- Managing day-to-day operations of the quality and implementing business improvement ideas aimed at maximizing profitability with client satisfaction
- Supervising the overall training functions including new hire / production floor trainings, training need analysis, skill upgrade trainings, performance management
- Conducted payroll verification by reporting the payroll for Contact Center to AMS Payroll including regular time pay, over-time pay, holiday pay, and personal time off pay
- Providing coaching, feedback, and performance management to Team Leads to ensure they are driving the desired outcomes in the key performance areas of customer satisfaction, one call resolution, delinquency, and quality
- Managing and motivating a team of sixty associates who undertakes activities such as answering customer incoming calls regarding issues such as making payments, discussing escrow, taxes, payment application, collections on delinquent loans and helping borrowers.
BPO / Technical Support Representative/Quality Analyst/Trainer
CSS Corp (Belkin/Networking) Philippines
04.2012 - 12.2013
- Finding resolutions for networking and devices issues around the world
- Sent replacement devices to customers around the world when appropriate
- Ensure to maintain and meet the requirements for quality
- In charge of training new agents for troubleshooting Level 1 for Belkin products
- Taking care and finding solutions of Level 2&3 issues.
BPO / Spanish Sales Representative
Author Solutions (Xlibris/Palibrio) Philippines
06.2011 - 04.2012
- Helping Author to publish their books
- Provide publishing services to Author
- Encourage customer to publish their stories
- Guide Author on the world of publishing books.
Education
Systems Management Engineering -
I.U.P. Santiago Mariño
San Cristobal, Venezuela01.2010
Skills
- Mortgage Loan Servicing
- Customer Service
- Collections
- Internal/External Reporting
- Risk Management/ Mitigation
- Business Strategy & Execution
- Training & Development
- Quality Assurance
- Communicator
- Innovator
- Thinker
- Collaborator
- Intuitive
- Programming PHP
- PERL
- C
- C
- Visual Basic
- MS Office
- Serenova
- Networking
- Teliopti & Internet Applications
Timeline
- 06/01/2017, 04/01/2012, OCWEN USVI Services, LLC., BPO/Operations Manager
- 04/01/2012, 12/01/2013, OCWEN USVI Services, LLC., BPO/Operations Manager
- 01/01/2014, 05/01/2022, OCWEN USVI Services, LLC., BPO/Operations Manager
- 05/01/2022, Present, OCWEN USVI Services, LLC., BPO/Operations Manager
Personal Information
- Title: Customer Care Center MANAGER
- Date of Birth: 11/25/1983
Certification
NMLS -
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
BPO/Operations Manager
OCWEN USVI Services, LLC. (Customer Care Center)
05.2022
BPO/Operations Assistant Manager
OCWEN Business Solutions, Inc. (Customer Care Center)
01.2017 - 05.2022
BPO/Operations Team Leader
OCWEN Business Solutions, Inc. (Customer Care Center)
01.2014 - 01.2017
BPO / Technical Support Representative/Quality Analyst/Trainer
CSS Corp (Belkin/Networking) Philippines
04.2012 - 12.2013
BPO / Spanish Sales Representative
Author Solutions (Xlibris/Palibrio) Philippines
06.2011 - 04.2012
Systems Management Engineering -
I.U.P. Santiago Mariño
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