Charles N. Spence Jr

Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

As a leader with critical thinking skills, collaborates with and helps influence colleagues to make the best financial and business decisions for the firm. As a problem solver with a talent for financial analysis, management, and strategy will help stakeholders improve their financial positions and improve their business operations. Also, has a thorough knowledge of compliance.

• Implemented industry best practices for effective training of agents
• Helps to improve quality monitoring scores through continuous coaching using Scorebuddy.
• Helps in staffing through employee development and workforce planning.
• Improves employee morale through effective management, leadership skills, and incentivization.
• Improves portfolio performance and team productivity through training and metric analysis.
• Increased employee value through training in Mortgage Servicing, MSP, and Loss Mitigation, using various call models and utilizing payment hierarchies.
• Heavy data analytics for financial goal projections and scenario modeling.
• Developed agent metrics, bonus structure, and incentivized goals helping to increase performance.
• Assisted in the updated tiered commission structure.
• First and only manager to lead all direct reports to hit and exceed monthly goals.
• Trained and developed team leads and prepared leads for management

• Strategic Negotiations, Yale University (2020)
• People and Customer Analytics, Wharton School of Business University of Penn (2020)

SPECIALIZATIONS

• Leading People and Teams, University of Michigan (2020)