DOMINIC BARONE

Manged daily staffing and workflow for a call center team of 18 associates, achieving a 95% adherence rate to department quantity and quality standards

• Identified and escalated service delivery failures, leading to a 30% reduction in issue resolution time through collaboration with business owners
• Conducted bi-weekly coaching sessions for team members, resulting in a 20% increase in performance metrics and a 15% improvement in customer scores
• Implemented performance reports and direct observation to track team progress towards goals, achieving an average of 90% of KPIs met each quarter
• Analyzed performance data to implement strategic action plans, contributing to a 25% boost in overall team efficiency and compliance with service level agreements
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.

• Operated light and medium-duty equipment, including 10-wheel trucks and backhoes, completing over 150 maintenance and construction tasks per month with a 98% safety record
• Performed skilled maintenance and repair on asphalt, concrete, and guard rails, contributing to a 20% reduction in project completion time and execution
• Conducted minor and preventative maintenance on vehicles and equipment, achieving a 15% decrease in downtime and ensuring operational readiness for scheduled tasks
• Composed routine record-keeping and documentation, maintaining accurate logs for over 100 projects annually to ensure compliance with safety and operational standards
• Facilitated in debris removal and traffic control setup for public right-of-way projects, enhancing project safety and efficiency while improving city aesthetics
• Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
• Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.

• Exceeded customer expectations by delivering exceptional service, achieving a 95% customer satisfaction rating and receiving recommendations for service excellence
• Maintained monthly performance metrics for 1st mortgage suspense and compliance, meeting or exceeding 100% of compliance standards and regulatory requirements
• Ensured on-time closing for over 90% of transactions by completing pre-closing steps and coordinating file transfers to post closer within established performance timelines
• Collaborated with sales and underwriters on complex transactions, resulting in a 30% reduction in processing delays for exception cases
• Managed a pipeline of loans with a 98% success rate in timely follow-ups for welcome, approval, and status calls, while ensuring all data integrity and process inputs were accurate
• Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
• Collaborated closely with underwriters to expedite loan approvals, resulting in increased productivity.

• Improved team productivity by 25% through effective communication of job expectations and the development of systems and policies that align with FDCPA guidelines
• Maintained staff retention by recruiting, selecting, and training over employees annually, achieving a 90% retention rate
• Analyzed and resolved customer service issues, identifying trends that resulted in the implementation of 5 targeted resolutions, reducing complaint rates by 20%
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Maximized performance by monitoring daily activities and mentoring team members.