Jason Holloway
Rockwall,TX
Summary
Dynamic Customer Advocate Manager with extensive experience at RoundPoint Mortgage Company, excelling in team leadership and training development. Proven track record in enhancing customer satisfaction through analytical problem-solving and effective communication. Successfully implemented corrective actions that improved service efficiency, fostering a collaborative environment and driving team performance.
Overview
27
27
years of professional experience
Work History
Customer Advocate Manager
RoundPoint Mortgage Servicing Corporation
Coppell, Texas
11.2022 - Current
- Provided training sessions for new employees joining the Customer Advocate team
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently
- Maintained accurate records of all customer complaints, ensuring timely resolution
- Investigated customer complaints, identified root causes and implemented corrective actions
- Analyzed customer feedback data for trends in order to identify areas for improvement
Customer Servicer Supervisor
RoundPoint Mortgage Servicing Corporation
Dallas, TX
02.2022 - 11.2022
- Trained new customer service representatives on company policies and procedures
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Evaluated employee performance reviews based on specific criteria set forth by management
- Recruited qualified personnel when needed for open positions within the department
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures
Customer Fulfillment Specialist Supervisor
RoundPoint Mortgage Servicing Corporation
Dallas, TX
05.2021 - 02.2022
- Identified opportunities for process improvements, leading to cost reductions and increased productivity
- Participated in recruitment efforts by interviewing prospective candidates for open positions
- Identified needs of customers promptly and efficiently
- Directed and supervised a team of 10 employees in daily operations
- Maintained accurate records of all customer complaints, ensuring timely resolution
Customer Service Supervisor
RoundPoint Mortgage Servicing
Dallas, TX
01.2020 - 05.2021
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings
- Assessed team member performances, delivering one-on-one coaching to promote better service
- Evaluated employee job performance and motivated staff to improve productivity
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Created and maintained process and production documentation
- Prioritized and organized tasks to efficiently accomplish service goals
- Made recommendations to improve training based upon observations and feedback from agents
- Conducted performance reviews providing coaching and feedback to benefit both company and employee
- Established reporting criteria and standards to effectively maintain data integrity
- Drafted monthly Bad Task reporting to address training opportunities and identify trends
- Monitored KPIs to identify inefficiencies and risks
- Assessed and prioritized department reporting and ensured task fulfillment satisfaction
Customer Advocate Specialist
RoundPoint Mortgage Servicing
Dallas, TX
01.2018 - 01.2020
- Maintained accurate records of all customer complaints, ensuring timely resolution
- Drafted responses to customers regarding their complaints and maintained effective communication with them
- Reviewed existing policies and procedures relating to customer complaint management and proposed changes when necessary
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor
Customer Service Specialist
RoundPoint Mortgage Servicing
Dallas, TX
09.2016 - 01.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
- Maintained a high level of professionalism while interacting with customers via phone or email
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues
- Answered inbound calls, chats and emails to facilitate customer service
Inbound Receiver
Target Distribution Center
Lindale, TX
06.1998 - 09.2016
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests
- Prepared and processed shipping documents, including work and shipping orders, route materials and bills of lading
- Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues
- Coordinated with carrier representatives to arrange and issue instructions for shipping and delivery of materials
Education
High School Diploma -
Robert E. Lee
Tyler, TX05.1996
Skills
- Team Leadership
- Customer Relations
- Training and Development
- Analytical thinking
- Verbal and written communication
- Team development
- Time management abilities
Timeline
Customer Advocate Manager
RoundPoint Mortgage Servicing Corporation
11.2022 - Current
Customer Servicer Supervisor
RoundPoint Mortgage Servicing Corporation
02.2022 - 11.2022
Customer Fulfillment Specialist Supervisor
RoundPoint Mortgage Servicing Corporation
05.2021 - 02.2022
Customer Service Supervisor
RoundPoint Mortgage Servicing
01.2020 - 05.2021
Customer Advocate Specialist
RoundPoint Mortgage Servicing
01.2018 - 01.2020
Customer Service Specialist
RoundPoint Mortgage Servicing
09.2016 - 01.2018
Inbound Receiver
Target Distribution Center
06.1998 - 09.2016
High School Diploma -
Robert E. Lee
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