Jean-Marie Santiago
Middleburg,FL
Summary
Experienced Management professional with 24 years of expertise in customer service operations, organizational development, and team building. Demonstrated ability to excel in both onsite and remote work environments. Highly-motivated professional with a passion for tackling new challenges. Possessing a strong work ethic, adaptability, and exceptional interpersonal skills, able to meet tight deadlines. Skilled at working effectively and quickly acquiring new skills. Seeking a dynamic opportunity to further expand my knowledge, skills, and make a valuable contribution to organizational growth.
Overview
23
23
years of professional experience
Work History
Operations Manager
MCI (ERC acquired by MCI October 2022)
Orange Park, FL
02.2022 - 01.2024
- Ensured compliance with applicable regulations, policies, and laws related to customer service operations within mortgage servicing industry.
- Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
- Oversaw daily activities including staffing, scheduling, monitoring workloads.
- Provided support to staff members regarding technical issues or customer inquiries.
- Assessed employee performance through regular one-on-one meetings and conducting team performance evaluations for training, guidance and corrective action planning.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Reviewed reports regularly to analyze call center performance against established goals.
- Interfaced with cross-functional support groups to manage daily operations.
- Tracked trends in customer interactions and feedback surveys to identify areas of improvement for the team.
- Developed and implemented strategies to improve customer satisfaction, reduce wait times, and increase efficiency.
- Led process improvement initiatives to enhance operational effectiveness and efficiency.
- Performed other duties as assigned by senior management
Performance Coach
Enhanced Resource Center (ERC)
Orange Park, FL
11.2020 - 02.2022
- Analyzed data related to customer satisfaction level,s and provided recommendations for improvement within mortgage servicing industry, including additional customer service projects.
- Created customized training programs to meet the specific needs of each client.
- Consulted with teams on how they can maximize their resources in order to achieve greater success.
- Organized team building activities to promote collaboration among staff members.
- Built training programs, devised effective preparation protocols.
- Monitored progress towards goals, tracked results, and reported findings.
- Facilitated workshops to increase organizational productivity.
- Coached employees on effective communication skills and conflict resolution strategies.
- Collaborated with department heads to identify best practices for achieving desired outcomes.
- Identified potential challenges that may arise during the execution of projects.
- Managed multiple projects simultaneously while meeting deadlines as required.
- Recognized opportunities for improving operational efficiency through process optimization.
- Mentored and encouraged representatives and supervisors to develop strong work ethic by being positive role model and regularly practicing skills.
Call Center Trainer
Enhanced Resource Center (ERC)
Orange Park, FL
04.2020 - 11.2020
- Assisted with troubleshooting technical problems related to phone systems or other equipment used by call center agents.
- Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and facilitated role-playing exercises that simulate real-life scenarios .
- Developed strategies for improving customer service operations based on feedback from trainers.
- Collaborated with department managers to determine appropriate changes or additions to existing training curriculum.
- Created, obtained and organized manuals, guides and visual materials for development and training purposes.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Maintained records of trainee performance throughout the program duration.
- Participated in meetings with senior management to discuss current challenges faced by the organization's call centers.
- Identified areas where additional training is needed based on feedback from supervisors or calls monitored by quality assurance teams.
Customer Service Team Supervisor
Enhanced Resource Center (ERC)
Orange Park, FL
01.2019 - 04.2020
- Monitored incoming calls for quality assurance purposes.
- Facilitated communication between team members and management personnel.
- Provided coaching and guidance to call center team members on customer service skills.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Developed strategies to increase first contact resolution rates.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Identified opportunities for process improvements within the call center department.
- Managed day-to-day operations and conducted regular performance reviews of team members.
- Ensured compliance with all applicable regulations regarding customer privacy and data security.
- Directed team of 25 representatives handling mortgage servicing calls.
- Analyzed customer feedback surveys to identify areas of improvement.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Assisted with the development of call scripts and other operational documents.
Mortgage Customer Service Representative
Enhanced Resource Center (ERC)
Orange Park, FL
01.2017 - 01.2019
- Identified opportunities for cross-selling additional products or services based on customer needs within mortgage servicing industry.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Shift Supervisor
CVS Caremark
Long Beach, NY
10.2000 - 03.2017
- Provided on-the-job training to new staff members.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Completed opening and closing duties to facilitate business operations.
- Resolved customer complaints and reported issues to senior management.
- Monitored staff performance to ensure quality standards were met.
- Resolved customer complaints in a timely manner.
- Conducted weekly inventory of supplies, equipment, and food items.
- Assisted customers with product selection when needed.
- Enforced company policies fairly while maintaining an open door policy for staff concerns.
- Monitored security and enforced loss prevention strategies during shift.
Education
High School Diploma -
Long Beach High School
Long Beach, NY06-1998
Skills
- Customer and Staff Retention
- Performance Management
- Collaboration
- Conflict Resolution
- Coaching
- KPI Implementation
- Quality Assurance and Control
- Training
- Relationship Building
- Goal Attainment
- Communication
- Interpersonal Skills
- Process Improvements
- Team Leadership
- Problem Solving
- Employee Motivation
Affiliations
- Avid Reader
- Animal Enthusiast
- Volunteer
- Family Oriented
References
References available upon request.
Timeline
Operations Manager
MCI (ERC acquired by MCI October 2022)
02.2022 - 01.2024
Performance Coach
Enhanced Resource Center (ERC)
11.2020 - 02.2022
Call Center Trainer
Enhanced Resource Center (ERC)
04.2020 - 11.2020
Customer Service Team Supervisor
Enhanced Resource Center (ERC)
01.2019 - 04.2020
Mortgage Customer Service Representative
Enhanced Resource Center (ERC)
01.2017 - 01.2019
Shift Supervisor
CVS Caremark
10.2000 - 03.2017
High School Diploma -
Long Beach High School
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