Iesha Williams
Richmond Heights,Ohio
Summary
Professional with significant expertise in customer care, ready to excel in managerial role. Known for strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in conflict resolution, customer relationship management, and performance improvement. Dependable and results-driven, with keen ability to enhance team efficiency and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Customer Care Supervisor
Medical Mutual of Ohio
01.2015 - Current
- Conducts regular and ongoing coaching to drive the highest level of team performance and ensure an optional customer experience virtual coaching, team meetings and interviews
- Ensures adherence to goals (e.g., customer satisfaction percentages, compliance, call metrics, inventory volumes and established service levels, productivity, quality assurance)
- Reviews holistic performance with CCS, identifies developmental needs and take steps to assist staff to achieve their full capabilities
- Implementation of new processes and procedures
- Leads and collaborate in divisional and cross-functional project teams to support implementation of corporate/divisional/departmental strategies, improvements and regulatory requirements
- Monitors team service performance levels on a real-team basis to ensure workflow objectives are being achieved
- Assists with hiring, onboarding, counseling, and evaluation of staff
Operations Supervisor
Transworld Systems Inc.
01.2013 - 01.2015
- Manage a portfolio of accounts over $250 million which includes 3rd party consumer accounts
- Set workload strategies and KPI’s (revenue and recovery rate)
- Significantly increased my team’s productivity in several areas: Rate of recovery from 2% to 4%
- Implemented new coaching plan for the site with group call calibrations
- Negotiated settlement of accounts and reasonable payment arrangements within corporate guidelines
- Monitor and supervise the daily collection of outstanding receivables; manage collectors to optimize performance and results; establish dialer campaigns and dialer focus based on delinquency trends
- Effectively improved employee morale by launching contests, team huddles and one on one coaching sessions
Processing Manager
Bank of America
01.2012 - 01.2013
- Provides coaching and mentoring support to existing underwriters, processors and closing associates (700 associates)
- Collaborate with Unit and Team leads to influence and design action plans to improve overall performance quality
- Foster collaboration among team members and business partners
- Ability to effectively develop and maintain strong relationships with partners, peers and team members
- Collaborate with training teams to facilitate and develop learning clinics and refresher training
- Assists with the communication and roll out of key policy and procedure changes (FHA, Conventional, Harp)
- Review and analyze reporting metrics (Fraud, Quality Compliance (FNMA/FHLMC guidelines) and ECOA)
- Responsible for Quality Metrics – Managing proficiency and associate readiness
- HR related issues, people management (15 to 20 associates)
- Reporting and managing to compliance metrics
- Facilitated operation process improvements by conducting weekly team building meetings with staff
Mortgage Underwriter
JP Morgan Chase Bank, NA
01.2010 - 01.2012
- Review conventional loans (DU/LP) from correspondent lenders for compliance with Chase & FNMA and FHLMC Agency credit policy prior to purchase with lending authority $1mil
- Keep up to date on all credit policy changes that impact Underwriting
- Analysis includes recalculation of income and debt ratios, verification of assets, collateral review, and credit review within Chase policy
- Identify documentation deficiencies within review and communicate findings out to Correspondent customers
Call Center Manager
Amtrust Group
01.2007 - 01.2010
- Directly manages a staff of 50 people including Supervisors with indirect responsibility for 30-50 contact center team members
- Manage staff bonus, reward and incentive programs, monitored statistical reports to ensure adequate and accurate staffing
- Implemented and enforced company policies, procedures, and practices concerning documentation and assignment of claims
- Monitor results, evaluate trends, identify opportunities, implement improvements and analyze expected results
- Designed and conducted training programs to better provide exceptional customer service
- Delivered weekly quality reports and presentations to 3rd party and executives on call metrics
- Maintained and promoted an effective open policy by developing excellent working relationships with employees, coworkers and senior management
- Evaluate the impact of change on the customer and staff and implement a plan to ensure the appropriate communication, procedures and resources are in place
Skills
- Escalation support
- Coaching and mentoring
- Process improvement
- Project management
- Strategic Planning
- Communication Skills
- Team Leadership
Qualificationhighlights
Evaluating performance, Training, coaching and mentoring, Fostering both teamwork and personal accountability, Motivating team for maximum results, Strong communication skills, Lead and facilitate process improvement solutions, Deliver better value and greater efficiency through identifying and eliminating unnecessary business processes, Partnered with Six Sigma initiative for inventory reduction project and process improvement, Develop, implement, and organize outside community activities, Liaison with all levels of the organization, Interface and serve as a liaison for all levels of Outreach volunteers, Prepare presentations, materials, and reports
Timeline
Customer Care Supervisor
Medical Mutual of Ohio
01.2015 - Current
Operations Supervisor
Transworld Systems Inc.
01.2013 - 01.2015
Processing Manager
Bank of America
01.2012 - 01.2013
Mortgage Underwriter
JP Morgan Chase Bank, NA
01.2010 - 01.2012
Call Center Manager
Amtrust Group
01.2007 - 01.2010
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