Jamie Bragg Jr.
Farmington Hills,MI
Summary
Accomplished Strategist who drives client experience improvements through leveraging expertise in research and system enhancements. Well-versed in collaborating with cross-functional teams and leaders to resolve client pain points negatively affecting clients ability to self-service. Dedicated to cost, process and resource optimization.
Overview
10
10
years of professional experience
Work History
Senior Business Strategist • Servicing Special Projects
Rocket Mortgage
08.2014 - Current
- Business owner for Servicing AI initiatives, Automated Phone System, and Serviced client website.
- Tasked with gathering all client interaction data to identify client problems and drive solutions through implementation.
- Delivered on our goal of creating more client self-service experiences by launching 3 new website experiences in 2023 which reduced calls to our team members.
- Because of these changes we have decreased handle time from over 5 minutes to 4 minutes per call and increased containment by 35%.
- Project lead on our business initiative which led to reclaiming the J.D Power Award for Mortgage Serviving.
- Led high priority projects for Senior leaders and ensured their vision and company goals were aligned when working through solutions.
Team Leader • Servicing Escalation
Rocket Mortgage
10.2018 - 10.2021
- Hired, trained, and managed a region of team members responsible for handling escalated clients, loans that need in depth research social media feedback, and all issues sent to Senior Leaders.
- Established team expectations and processes to ensure our clients are taken care of while.
- Provided direct feedback to team members through regularly scheduled one on ones, call reviews, and work audits.
- Identified future leaders and worked to develop their skills through creating development plans based around their specific goals.
- Successfully integrated two teams within one region and was able to decrease region attrition and increase scores on team member sentiment surveys.
- Self-taught in Microsoft SharePoint, Power BI, Power Apps, and Flows to create automated processes for coaching opportunities to be submitted and alerts sent so leaders can coach their team members
- Created dashboards giving visibility into metrics for our entire region to help make our team members and business better through identifying trends.
Team Captain • Servicing Escalation
Rocket Mortgage
10.2016 - 10.2018
- Handled day to day operations of work assignment for each team member based on their daily workload and volume of work needing assistance each day.
- Developed growth plans for each team member based on specific opportunities and worked with each person to achieve success within their role.
- Responsible for working with clients who were highly escalated and resolving their concerns.
- 2022 Rock Honor Winner for "Best Performance in a Backline Role"
Executive Resolution Specialist • Servicing Escalation
Rocket Mortgage
08.2014 - 10.2016
- Worked with clients who requested research into their loan or requested a supervisor.
- Responsible for de-escalating clients, listening, and understanding their concerns, and working with internal teams to resolve those concerns efficiently and with a resolution that was fair and accurate to our client and our business.
- Finished in top 3 for all measured metrics during time in the role.
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA05.2012
Skills
- Strategic Planning
- Product Strategy
- Collaboration
- Project Management
- Digital Transformation
- Business Analysis
- Client Relationship Management
Timeline
Team Leader • Servicing Escalation
Rocket Mortgage
10.2018 - 10.2021
Team Captain • Servicing Escalation
Rocket Mortgage
10.2016 - 10.2018
Senior Business Strategist • Servicing Special Projects
Rocket Mortgage
08.2014 - Current
Executive Resolution Specialist • Servicing Escalation
Rocket Mortgage
08.2014 - 10.2016
Bachelor of Science - Business Administration
Liberty University