Courtney Walker
Summary
OPERATIONS EXECUTIVE Strategic and collaborative leader with strong focus on delivering business value, optimizing customer experiences. Catalyst of transformational change with value-added experience across all consumer products and multiple functions within financial service contact center operations. Inspirational leader who empowers people to deliver ambitious organizational goals. Core competencies include: Contact Center Operations Organizational Infrastructure Development Hiring & Training Vendor Relations Customer Experience & Service Excellence Budgeting Cost Savings & Controls Relationship Management Cross-Functional Team Leadership Operations & Process Excellence Program Redesign & Leadership SELECT HIGHLIGHTS Lead implementation of programs providing Consumer relief through home preservation with Wells Fargo and Citizens one Home loans. Enriched the customer experience – Voice of The Customer (VOCM), through tireless focus on a customer centric experience. Created and lead collections teams, resulting in industry leading delinquency and pre-charge off performance across multiple consumer products.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Vice President
Matrix Medical Network
09.2020 - Current
- Contact Center Ops, Member Relations, Clinical Services Support
- Lead team of 3 directs and 600 FTE including external vendor resources in a Contact Center and Service Support operations for Medicare and Medicaid insurance providers
- Primary focus on scheduling members for comprehensive in-home health evaluations and support of clinical field operations
- Implemented new compensation and pay for performance incentive model
- Developed new qualitative quality monitoring scorecard
- Improved Team Member engagement sores by 500 basis points
- Increased Completed visit volume year over year from 684K to 722K
Service Delivery Leader 1
American Express
01.2017 - 04.2020
- Director Past Due & Pre-Charge Off
- Lead team of 15 directs and 170 FTE in a Collections operations which included Low/High Balance, 200K, Pre-Charge Off, Hiring, and MIS functions
- Primary focus on Customer Centric contact through dialer management and portfolio ownership process
- Met production, compliance, quality goals for roll rate management
- Developed strategies to improve performance in a champion challenger environment
- Consistently outperformed outside agencies by 1000 bps
- Increasing overall TDC by 300 bps
- Experienced 200 basis points improvement in outbound contact rate
- Lead design and implementation of Account Management system for portfolio ownership experienced 20% increase in operational efficiency
- Championed “Creating a Payer Culture” call model improving Voice of Cardholder rates by an average of 250 basis points
- Developed and lead monthly performance management review for senior leadership across all Credit segments and geographies.
Area Operations Manager – Senior Vice President
Citizens One Home Loans
01.2015 - 01.2017
- Loss Mitigation
- Lead team of 6 directs and 100 plus FTE overseeing the Home Preservation and Servicing functions for GSE, FHA, and Bank owned portfolios
- Managed Vendors, Capacity models and increased operational efficiency through process redesign and development of gap reporting for timeline management
- Reduced average decisioning timeline to 23 days
- Increased application intake capability by 20%
- Improved decisioning timeline compliance to 99.3%.
Collections Manager III-Vice President
Wells Fargo Home Mortgage
12.2008 - 01.2015
- Mortgage Operations
- Oversaw a team of 6 directs and 400 plus FTE over 3 Inbound/Outbound Call Centers
- Managed daily Collections Operations for GSE and Investor portfolios including re-payment plans and prequalification for Loss Mitigation programs
- Working closely with Credit Risk to developed delinquency forecasts and production goals
- Drove opening of new 250 seat Customer contact call center
- Lead implementation of Early Resolution HAMP prequalification process
- Developed operational model and IVR routing for Single Point of Contact.
Program Associate
Wells Fargo Financial
10.2006 - 11.2008
- Human Resources Lead Development/Project Management
- Received nomination from president of Wells Fargo Auto Finance division and selected to participate in the Rotational Leadership Development Program within Wells Fargo Financial
- Managed multiple projects and initiatives within the auto finance division
- Created and managed functional teams within the assigned department
- Developed repeatable and sustainable processes to complete project objectives.
Collection Manager
Wells Fargo Auto Finance
10.2004 - 09.2006
- Loss Mitigation & Collateral Recovery
- Managed team of 6 directs and 170 plus FTE with responsibility for Late Stage Collections, Repossessions, Redemptions, Insurance, Dealer Rebates, and Collateral Servicing
- Partnered with Risk to develop inbound/outbound call strategies, metrics, and monthly loss forecasting
- Focused on the reduction of Wells Fargo's loss exposure on its indirect and direct auto portfolios
- Managed network of 300 repossession/recovery vendors focusing on performance and compliance
- Lead the RDN (Recovery database Network) roll out designed to interface and manage the referral and assignment process for all repossession/recovery agents.
Default Operations Manager
GMAC Client Branded Solutions
02.1998 - 09.2004
- Collections, Bankruptcy, Default Accounting
- Execution of daily operations for Collections, Bankruptcy, and Default Support
- Default Servicing System administration CS2000
- Predictive Dialer implementation and administration
- Knowledge Based Servicing System development
Skills
- Public Speaking
- Rules and Regulations
- Process Optimization
- Budget Oversight
- Process Improvement
- Performance Metrics Analysis
- Performance Monitoring
- Coaching and Mentoring
- Leadership and People Development
Certification
American Express & Harvard Certification in Leadership Excellence, January 2019SIX SIGMA Green Belt-DMAIC Process
Timeline
Vice President
Matrix Medical Network
09.2020 - Current
Service Delivery Leader 1
American Express
01.2017 - 04.2020
Area Operations Manager – Senior Vice President
Citizens One Home Loans
01.2015 - 01.2017
Collections Manager III-Vice President
Wells Fargo Home Mortgage
12.2008 - 01.2015
Program Associate
Wells Fargo Financial
10.2006 - 11.2008
Collection Manager
Wells Fargo Auto Finance
10.2004 - 09.2006
Default Operations Manager
GMAC Client Branded Solutions
02.1998 - 09.2004
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