Chelsea Henry
Plymouth,MI
Summary
Professional with experience leading a contact center of 250 team members, as well as serving to drive the strategy behind the way we communicate with our clients. Skilled in working under pressure and adapting to new situations and challenges to best meet our clients needs. Driven by people, process, and technology. Motivated to move the business forward using data to influence decisions. Skilled leader, team member, mentor, and coach that consistently puts her team and clients first. Dedicated employee for over 17 years that has grown with the company.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Product Owner
Quicken Loans/Rocket Mortgage
10.2019 - Current
- Collaborates consistently with the business and Product Strategy to align on the vision for banking contact strategies.
- Key player in Salesforce Implementation to get over 2,500 mortgage bankers off of our legacy CRM and into Salesforce.
- Receives and applies consistent hands-on feedback from our Mortgage Bankers to determine feature creation and priority.
- Works with our business partners to understand the root problems we need to solve with new technology.
- Uses Metrics to drive decisions for priority on work items.
- Provides hands on support during banker launches into Salesforce.
- Leads work intact, priority and change management for CTI telephony application.
- Created features, stories, and prioritized backlog for our Avaya telephony products.
- Stepped in as interim Product Owner for our texting and 3M products.
- Served as interim Train Product Owner for the Client Communications train by managing the train backlog and clearing roadblocks for Product Owners.
- Guided the Client Communications train toward continuous planning by hosting weekly feature scoring and refinement sessions and set goals for the Product Owners to have ready features in the backlog.
- Filled in as interim scrum master while maintaining the Product Owner role to assist the train with a gap.
Director, Product Strategy
Quicken Loans
06.2018 - 10.2019
- Led a team of Product Managers responsible for the strategy of our communications technology.
- Collaborated with a Scrum/agile team of developers, business analysts, and quality assurance group.
- Wrote Lean Business Cases and participated in the portfolio Epic intake process.
- Created features and collaborated with technology to ensure strong acceptance criteria.
- Led meetings with senior business leaders to gain alignment on the vision of our product.
- Created internal press releases and storyboards to socialize our products.
Divisional Vice President
Quicken Loans
05.2015 - 05.2018
- Lead the serviced client contact center of 250 team members to our 5th consecutive J.D. Power award for client satisfaction in mortgage servicing.
- Supported our Workforce Management team to gauge forecasting, staffing, capacity, and areas of opportunity to improve efficiency.
- Implemented a new training program and specialized phone skills which resulted in new team members getting into production 60 days faster and lowered talk time on the phone by 20 seconds per call.
- Created a process to proactively enroll clients in our recurring payment program which increased our recurring payment set ups by 5%.
- Implemented a team that takes live escalation calls and chats to prevent a need for a follow up callback resulting in an efficiency increase of 22% on our escalation team.
- Presented and lead monthly Voice of the Client meetings to senior leaders to show client complaint trends and discuss areas of opportunity.
- Built and maintained strong relationships with other business leaders and support groups to effectively execute on initiatives.
- Created and deployed several compensation plans that reflected the changing environment of our business to ensure that we incentivized and drove the proper behavior to make our team members and company successful.
- Implemented a recognition program to drive engagement and high levels of performance.
- Actively engaged with all levels of team members to create a continuous feedback loop to stay tuned into the business.
- Collaborated with our Marketing and Content team to deliver the optimal communication to our clients via email, text, mobile, and web.
Director, Client Relations
Quicken Loans
08.2013 - 04.2015
- Led contact center that addressed and responded to client inquiries and complaints.
- Oversaw the team that handled all client social media complaints.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Team Leader
Quicken Loans
04.2012 - 07.2013
- Monitored and held the team accountable for performance, service levels, and key metrics.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
Client Advocate
Quicken Loans
03.2007 - 03.2012
- Applied mortgage knowledge to creatively solve escalated client issues with a high sense of urgency.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
Education
Bachelor of Arts - Communication Studies
Kent State University
Kent, OhioSkills
Agile Methodology
Data-driven decision-making
Design thinking
Product Backlog Management
Product Planning
Problem Identification
Relationship Building
Release planning
Roadmap development
Servant Leadership
Strategic Planning and Alignment
Story planning
Certification
SAFe Product Owner/Product Manager Certified
Timeline
Product Owner
Quicken Loans/Rocket Mortgage
10.2019 - Current
Director, Product Strategy
Quicken Loans
06.2018 - 10.2019
Divisional Vice President
Quicken Loans
05.2015 - 05.2018
Director, Client Relations
Quicken Loans
08.2013 - 04.2015
Team Leader
Quicken Loans
04.2012 - 07.2013
Client Advocate
Quicken Loans
03.2007 - 03.2012
Bachelor of Arts - Communication Studies
Kent State University