Christine Traylor
Danville,USA
Summary
Dynamic Client Service Manager with over 10 years of expertise in client-focused services. Recognized for successfully building high-performing teams through strategic leadership and operational excellence to drive organizational success. Thrives in a fast-paced banking or mortgage environment as an innovative problem-solver, skilled in project management, process optimization, and high-level communication with a keen focus on achieving results. Adept at navigating complex challenges, fostering a culture of accountability, and adapting to evolving business needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Manager, Document Production Technology
Planet Home Lending
09.2021 - 06.2025
- Directed a large-scale support team managing AI-based mortgage document systems.
- Provided technical and service guidance to team members supporting clients and internal users.
- Analyzed operational data to enhance performance and company satisfaction.
- Created team SOP, led all training, onboarding, and support operations for a 50+ person team. Increased team efficiency by 45% from start to finish.
- Handled incoming tech support tickets via ServiceNow with urgency.
- Conducted system testing and communicated resolutions clearly to internal teams.
Sr. Communication Quality Coach
Rocket Mortgage
09.2016 - 09.2021
- Delivered real-time coaching to customer-facing staff to improve communication and client trust.
- Worked cross-functionally with recruiting and training teams to align service goals.
- Recognized for developing tools and coaching strategies that improved contact center performance.
Client Service Specialist II
Rocket Mortgage
12.2015 - 09.2016
- Acted as the main point of contact for mortgage clients during the entire loan process.
- Resolved client inquiries related to applications, documents, timelines, and loan products.
- Maintained strong compliance with federal regulations and internal policies.
Customer Service Manager
Netflix
06.2012 - 12.2015
- Managed a high-performing team of CSRs in a contact center environment.
- Trained staff, monitored communications, and coached on service and satisfaction KPIs.
- Conducted performance reviews, call evaluations, and handled issue escalations.
Branch Teller
Bank of America
09.2011 - 06.2012
- Delivered top-tier in-person customer service in a retail banking environment.
- Handled financial transactions accurately and excelled in cross-selling bank products and services.
- Maintained knowledge of bank policies and compliance procedures.
Education
Diploma -
George Washington HS
Mangilao, Guam05-2008
Skills
- Client Relationship Management
- Mortgage Loan Process Support
- Inbound & Outbound Call Handling
- Quality Communication Coaching
- Loan Origination Software (Encompass, LoanLogics)
- Microsoft Excel, Teams, Slack, Azure
- ServiceNow Ticket Management
- Compliance (RESPA, TILA)
- Training & Development
- Operations management
- Cross-functional team coordination
Certification
- HubSpot CRM Certified
- Salesforce Certified
- Microsoft Excel – Advanced
Timeline
Sr. Manager, Document Production Technology
Planet Home Lending
09.2021 - 06.2025
Sr. Communication Quality Coach
Rocket Mortgage
09.2016 - 09.2021
Client Service Specialist II
Rocket Mortgage
12.2015 - 09.2016
Customer Service Manager
Netflix
06.2012 - 12.2015
Branch Teller
Bank of America
09.2011 - 06.2012
Diploma -
George Washington HS
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