Jada Fletcher

Salesforce Campaign Management

• Manage and optimize Outbound Telemarketing sales campaigns within Salesforce to support strategic sales initiatives. Maintain and update agents' service resource profiles to reflect ream structure changes and individual roles.
• Configure Loan Advisor profiles in Salesforce and NICE CXone based on Sales Director input to align lead routing with business priorities.
• Load marketing-sourced leads into Salesforce campaigns using Data Loader, ensuring timely integration.
• Troubleshoot and resolve lead distribution issues to ensure efficient lead flow to Loan Advisors.

Servicing Dialer Management

• Develop and implement outbound dialing strategies to meet daily contact requirements set by business leadership
• Balance inbound and outbound volume to consistently maintain a monthly Average Speed of Answer within 60 seconds.
• Monitor outbound campaigns, inbound call queues, and agent activity via Genesys: ICBM to ensure operational efficiency and responsiveness.
• Utilize SQL queries to audit outbound performance, identifying gaps in contact attempts and explaining exclusions (e.g., Do Not Call, forbearance status) to business stakeholders.
• Participate in the migration of the Servicing team's contact center platform from Genesys to NICE CXone.
• Conduct end-to-end testing of call flows, routing, and call functionality to ensure a smooth transition with minimal service disruption

Workforce Management (WFM) Coordinator

• Monitor real-time agent adherence using NICE WFM to ensure alignment with scheduled activities and service legel targets.
• Accurately code attendance exceptions, including absences and late arrivals, for both Sales and Servicing representatives.
• Collaborate with team leads and supervisors to address adherence issues and maintain staffing efficiency.

Call Routing Specialist

• Build and test DNIS (Dialed Number Identification Service) callback configurations in Genesys and Salesforce to support marketing initiatives and optimize call routing accuracy.
• Partner with business stakeholders to implement tailored routing solutions that align with campaign goals and customer experience standards.
• Ensure successful deployment through end-to-end testing and validation of callback flows.

• Created and delivered Excel-based performance reports for senior leadership, analyzing sales team KPIs to support data-driven decision making.
• Updated and maintained loan data in Lakewood, including Loan Advisor assignments and NMLS license information.
• Designed compensation tracking reports to monitor incentive programs, such as application goal bonuses for Loan Advisors.
• Collaborated with cross-functional teams to ensure data accuracy and consistency across systems.

• Managed a team of 10+ employees in the Media Services department, overseeing task delegation and performance.
• Troubleshot and resolved classroom technology issues including issues with computers, projects, smartscreens, and TVs.
• Logged and tracked support requests providing regular updates on resolved and unresolved issues to supervisors.
• Ensured timely technical support for faculty and staff to minimize classroom disruptions.

• Participated in requirement-gathering sessions to define and document functional specs, configurations, enhancements and custom reports.
• Maintained and updated insurance policy documentation to ensure compliance with changing laws and regulatory requirements.
• Participated in an internship project to develop a prototype for a potential web application aimed at enhancing user interface and functionality.