CHRISTOPHER DUTTON

• Conduct open houses to help market for-sale on high traffic properties
• Stay up-to-date on market trends and property values to best assist clients
• Develop positive and trusting relationships with customers by addressing individual needs
• Negotiate final price and draft sales contracts
• Scheduled walkthroughs of prospective properties and guide clients through each home's features and value
• Generating leads through networking and existing databases
• Contributing to successful conversions using phone calls, appointments and other means of follow-up with potential clients
• Engaging with lenders, escrow companies and appraisers.

Urban Element Design manufactures custom, hand-made wood furniture for high-end luxury retail stores throughout the US as well as design for high profile clients

• Provided project management for interior designer from conception through completion including scheduling, estimating costs, coordinating with vendors/suppliers, etc
• Constantly focused on client relationship building, apply feedback, help keep the project on track, and work to address any issues that arise during the project life cycle
• Interface with clients frequently throughout the process to ensure they are involved at key decision points and understand their role in achieving desired outcomes
• Managed the budget and timeline for all projects, ensuring that designs were completed on time and within budget
• Helped facilitate client meetings to discuss design concepts, materials, finishes and layout options before moving forward with a project
• Collaborated with architects, contractors and vendors to ensure interior design specifications were met throughout each project
• Guaranteed Customer Satisfaction.

Oversight of six operational groups (Loan Servicing Support, Titles, Records Management, Payment Processing, Training, and Quality Assurance) and three customer service/collection contact centers (Anaheim CA, Tampa FL, and Manila PH) totaling 250+ FTE’s for a portfolio of over 400k accounts and $5.9B of indirect auto finance receivables

• Worked with decision makers of functional groups that sponsor, formulate, direct, develop and implement several key servicing initiatives and enhancements
• Assessed and mitigated risks related to business processes and practices, both independently and in conjunction with Compliance/Legal
• Implemented changes that improved business processes and best practices to ensure effectiveness and efficiency of business processes and regulatory compliance
• Led logistics, compliance, and training for Philippines branch opening.

Interviewed, hired, and provided progressive discipline as required to three operational groups in addition to a team of 100 contact center representatives in two locations responding to approximately 200 phone calls, instant messages, and email inquiries each day

• Manage day to day logistics, productivity, and employee performance
• Routinely designed, executed, and evaluated impact of efficiency projects
• Cross functional collaboration with IT, Finance, and Human Resources to develop and
• Implement technical design, workforce, and professional development improvements
• Created training sessions and communications to alert users to software changes to review changes and ensure smooth transition and adoption
• Collaborated with leadership to assess gaps in learning, talent, and service to create and implement changes to technology, policy, and/or procedures.

Managed the day to day operations of the 50+ contact center employees including 4 supervisors and 2 team leads in addition to an administrative team consisting of 1 supervisor and 12 employees

• Defined and documented desktop procedures, and departmental training
• Served as Five 9 (Dialer System) subject-matter expert for all of Loan Servicing and continually drove dialer efficiencies
• Revamped supervisor incentive program improving department productivity and revenue collected by
• Improved first call resolution by 9% through developing and deploying training
• Developed and facilitated new hire orientation, training curriculums, and 30, 60, and 90-day goals and evaluations
• Provided technical assistance, ongoing training, and professional development opportunities by evaluating metrics and providing feedback to individuals monthly.