John C. Mullen
Simpsonville
Summary
Professional contact center leader with comprehensive experience in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Contact Center Manager
LifeMD
07.2024 - Current
- Lead and motivate contact center teams to achieve and exceed sales targets, patient satisfaction goals, and productivity metrics
- Utilize data analytics to identify areas for improvement within the contact center operations
- Develop and recommend strategies to enhance efficiency and effectiveness to senior leadership
- Establish and document clear performance expectations for Team Leads and their direct reports
- Implement performance management processes to provide regular feedback, coaching, and training to contact center staff, fostering a culture of continuous improvement
- Author and discuss employee performance appraisals, address employee performance and corrective action plans
- Leverage data analytics tools and methodologies to analyze campaign performance, agent productivity and effectiveness, patient satisfaction scores, and operational KPIs
- Generate actionable insights and recommendations to increase productivity, improve service quality, and decrease response times
- Collaborate with sales, marketing, technology, and operations departments to ensure alignment and optimize patient experiences
- Provide weekly, monthly and quarterly updates to leadership on call center performance, trends, and improvement initiatives
Customer Service Manager
Regional Finance
08.2021 - 01.2025
- Managed a customer service staff based in a contact center environment
- Worked directly with various lines of business to ensure prompt resolution of customer issues, concerns, and complaints
- Developed departmental KPIs, quality, and scorecard metrics
- Established and maintained policy and procedures related to Customer Service
- Recognized systemic opportunities and drove improvements
Collections Manager
Wright-Patt Credit Union
01.2024 - 05.2024
- Managed department dedicated to resolving delinquency in a contact center environment
- Developed various technical and strategic skills for the collection staff to effectively reduce loan delinquency and resulting charge-offs
- Ensured assigned business units operate efficiently and effectively while in compliance with applicable laws, regulations, and rules
- Maintained appropriate operating controls to mitigate risk and perform at a high level
- Regularly reviewed and updated collection policies and procedures to reflect best practices and regulatory changes
- Managed staffing needs to meet productivity expectations
- Provided support in analytics to track and monitor recovery targets, team success goals, agent performance, and other key performance indicators
- Responsible for more complex collection activity such as foreclosures, OREOs and remarketing of collateral and resolving issues beyond the ability of the collection staff
- Monitored and evaluated collection efforts of outsourced agencies, including, but not limited to, collection agencies, mortgage servicers, student loan servicers, and commercial lending servicers
Customer Contact Quality Manager
American Credit Acceptance
08.2019 - 06.2021
- Oversaw a department of quality managers and agents supporting multiple sites
- Prepared and facilitated monthly executive business reviews, focusing on quality scorecard results
- Developed and maintained extensive reporting designed to identify trend opportunities
- Conducted training overview sessions with various sites
- Executed calibration sessions to drive accurate and consistent quality controls
Division Leader, SCRA
JP Morgan Chase
11.2017 - 02.2019
- Oversaw department dedicated to resolving specific SCRA related customer needs
- Established and maintained an internal and external KPI and quality monitoring program to ensure compliance specific to risk, audit, and legal requirements
- Managed performance opportunities and ensured consistency and uniformity
Collection Manager, Mortgage
JP Morgan Chase
01.2016 - 01.2017
- Oversaw department dedicated to resolving delinquency based in a contact center environment
- Managed staffing needs to meet productivity expectations while ensuring a positive customer experience through CSAT results while achieving monthly delinquency goals
- Executed long-term collections strategies through analysis of statistical data relative to delinquency, CSAT and audit results
Associate Risk Analyst II, Enterprise Quality Management
JP Morgan Chase
01.2014 - 01.2016
- Supported multiple Lines of Business and internal QC teams thru data intake, data upload and monthly reconciliation specific to Sworn Documents, Collection Litigations and SCRA
- Lead and partnered with various Lines of Business and control functions to develop a plan to effectively manage or mitigate identified risks on an ongoing basis
Team Manager, Deposit Account Check Fraud
JP Morgan Chase
01.2010 - 01.2014
- Managed a staff dedicated to investigating fraud related concerns in a contact center environment
- Managed employee productivity while ensuring compliance of all activities involving external regulations, service level expectations, and internal policy and procedures
Collection Manager, Real Estate and Mortgage Collections
Huntington Bank
12.2007 - 06.2010
- Managed a staff dedicated to resolving customer delinquency in a contact center environment
- Implemented loss mitigation programs to assist customers in home retention
- Managed the bank's interest and minimize potential losses through authorization of legal action including foreclosure or charge off recommendations
Education
Bachelor of Arts - History
Ohio State University
06.2000
Skills
- Operations management
- Performance management
- Problem-solving
- Strategic planning
- KPI tracking
- Analytical thinking
- Performance monitoring
- Risk management
- Process improvement
- Team leadership
- Customer service
- Operational efficiency
Overview And Achievements
Over 27 years’ experience working in various lines of business including collections, fraud, customer service, SCRA, risk, audit, sales, and data intake. Over 20 years’ experience leading managers, supervisors and front-line employees. Vast knowledge of numerous financial products including mortgage, credit cards, auto loans, personal loans, and student loans. Partnered with multiple lines of business to ensure prompt resolution of customer issues, ensure compliance specific to risk, audit, and legal requirements and effectively manage or mitigate identified risks on an ongoing basis. Worked with third party vendors to ensure proper staffing levels and productivity expectations are maintained. Extensive experience in implementing process improvements including KPIs, scorecards, quality programs, procedures, training and systemic applications.
Certification
Quality - Intermediate Certification
Timeline
Contact Center Manager
LifeMD
07.2024 - Current
Collections Manager
Wright-Patt Credit Union
01.2024 - 05.2024
Customer Service Manager
Regional Finance
08.2021 - 01.2025
Customer Contact Quality Manager
American Credit Acceptance
08.2019 - 06.2021
Division Leader, SCRA
JP Morgan Chase
11.2017 - 02.2019
Collection Manager, Mortgage
JP Morgan Chase
01.2016 - 01.2017
Associate Risk Analyst II, Enterprise Quality Management
JP Morgan Chase
01.2014 - 01.2016
Team Manager, Deposit Account Check Fraud
JP Morgan Chase
01.2010 - 01.2014
Collection Manager, Real Estate and Mortgage Collections
Huntington Bank
12.2007 - 06.2010
Bachelor of Arts - History
Ohio State University
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