Darrell R Neitzel
Chandler,AZ
Summary
Dynamic and results-oriented executive of Call Center Operations with over 30 years of progressive leadership experience in managing large-scale, customer-centric teams. Expertise in designing and implementing strategic initiatives that enhance operational efficiency, improve customer experience, and drive business success. Proven track record in leading cross-functional teams to achieve best-in-class service outcomes, with a strong focus on optimizing call center performance and customer/client satisfaction. Skilled in developing and executing key performance indicators (KPIs), forecasting staffing needs, and managing complex budget allocations to ensure cost-effective, high-quality customer service delivery.
Overview
24
24
years of professional experience
Work History
Vice President- Contact Center Operations
SourcePoint
04.2020 - Current
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and clients to promote collaboration and long-term success.
- Led cross-functional teams for successful completion of major projects, resulting in increased efficiency and client satisfaction for new and existing clients.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Balanced goals with maintaining positive customer relationships, utilizing tailored communication strategies for different customer segments
- Collaborated with C-suite to develop strategic initiatives and long term goals.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
Senior Vice President- Contact Center Operations
Ditech Mortgage Corp.
06.2017 - 03.2020
- Served as site president for Tempe, AZ
- Responsible for ~700 FTE, to include 5 direct reports
- Direct oversight/responsibility include Customer Service in-bound team, Correspondence, Loss Draft, Credit Bureau Reporting, Collections, Loss Mitigation and Recovery operations
- Managed collections activities across phone, email, SMS, chat, and online customer portals, adapting communication strategies to each platform to maximize recovery and customer engagement.
- Lead effort to implement offshore/outsourcing initiatives
- Spearheaded process re-engineering efforts to eliminate bottlenecks and streamline workflows, increasing overall efficiency.
- Lead effort to upgrade dialer along with several other technology enhancements.
- Enhanced customer surveys - includes CSAT and NPS data points
- Increased process improvement efforts on top root causes - consistent identification of top customer complaints; leveraging internal six sigma and lean resources for continuous improvement
Senior Vice President- Operations
CitiMortgage/Retail Bank
08.2016 - 06.2017
- Responsible for ~500 FTE domestically and ~ 150 FTE off-shore, to include 8 direct reports
- Collections team's primary responsibilities include in-bound call handling, out-bound predictive and preview dialer work, loss mitigation assistance, skip work, escalations and back office support
- Lead effort to add Collections function at new site.
- Coordinated with Recruiting, Training and Operations groups to on-board ~500 FTE over five month period
- Transitioned non-voice work to Research / Paper team for handling to reduce hand-off and improve client experience
- Established robust compliance programs to ensure adherence to industry regulations and mitigate legal risks.
- Implemented risk management strategies to minimize potential losses and protect company assets.
Senior Vice President- Operations
Citi Mortgage
08.2009 - 08.2016
- Responsible for Single Point of Contact and customer facing group across St. Louis, Tucson and Irving sites consisting of ~1000 FTE
- Responsibilities include Retention and Liquidation treatment types for all investors, to include Privates, GSE and HUD
- In addition, responsible for interaction model with Control, Compliance, Risk and external audit groups, to include Regulatory agencies
- Increased SPOC contact rates YOY by 100% with addition of dedicated in-bound team and Appointment strategy
- Increase in client satisfaction surveys as a result of strategy changes
- Variable compensation model developed for pay structure to determine ideal client centric model
- Lead enhancement efforts around contact strategy to include IVR technology, appointment setting technology, e-mail strategy and specialty groups to improve customer centric experience
Director- Call Center/Collections Operations
Citigroup
07.2000 - 09.2009
- Served as Site President in Phoenix
- Responsibilities included 1-29 days dialer, 30–119-day ownership collections and dialer personnel/strategy.
- Led loss mitigation, Default Litigation and Loss Management groups
- Utilized Aspect Dialer, Varolii (Auto Agent), and Dialer dashboard, Call tracking software, and daily productivity/ delinquency reporting to successfully execute and manage collection strategies.
- Created and utilized Employee Scheduling and Inbound/Outbound Call Forecasting Tools.
- Improved Dialer penetration results, achieved dialer performance goals and increased prime time calling campaigns.
- Facilitated monthly Customer Service/Collection Management Strategy Meetings to analyze monthly Poll/Executive Communication reports & provide customer feedback to employees and collaborate on ways to provide optimal customer service.
- Developed disaster servicing strategies for customers affected by natural disasters with payment deferrals and extensions allowing them to retain their homes.
Skills
- Strategic planning and execution to meet organizational objectives
- Cross-functional collaboration to optimize customer engagement and satisfaction
- Proven experience in collections efforts adhering to legal regulations and company policies, managing sensitive customer information in a secure and compliant manner
- Development and management of training programs, from onboarding to ongoing development
Timeline
Vice President- Contact Center Operations
SourcePoint
04.2020 - Current
Senior Vice President- Contact Center Operations
Ditech Mortgage Corp.
06.2017 - 03.2020
Senior Vice President- Operations
CitiMortgage/Retail Bank
08.2016 - 06.2017
Senior Vice President- Operations
Citi Mortgage
08.2009 - 08.2016
Director- Call Center/Collections Operations
Citigroup
07.2000 - 09.2009
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