Kevin Charles
Rosedale,NY
Summary
Accomplished professional with extensive experience in Mortgage Sales and Telecommunications, focusing on operational excellence and customer satisfaction. Demonstrated success in coaching and developing sales teams, implementing effective business strategies, and achieving record-high performance standards. Proven ability to maintain campus safety and security through effective communication, conflict resolution, and emergency response protocols.
Overview
21
21
years of professional experience
Work History
Campus Security Assistant
CUNY, BMCC
02.2023 - Current
- Enhanced campus safety through regular patrols and effective surveillance management.
- Coordinated emergency responses with law enforcement and campus services during crises.
- Implemented security protocols, increasing awareness of safety among students and staff.
- Conducted investigations of incidents, producing detailed reports for administrative review.
- Trained new security personnel in procedures and emergency response techniques.
- Collaborated with departments to establish crisis management strategies and communication plans.
Loan Officer Consultant
Nationwide Mortgage Bankers
10.2020 - 11.2022
- Responsible for the development of procedures that impact the loan application process.
- Identify operational inefficiencies that arise as part of organizational industry standards and make suggestions to improve efficiency and overall consistency.
- Oversee lead management for the pipeline of new loan referrals.
- Responsible for the quality of all applications in the pipeline, and to maintain compliance in accordance with all applicable state rules and regulations.
- Reports directly to the Office Sales Manager.
- Participates in weekly and monthly sales training modules and product line updates.
- Evaluated borrower creditworthiness through comprehensive financial analysis and risk assessment.
- Guided clients through mortgage process, providing expert advice on loan options and terms.
- Collaborated with real estate agents to facilitate seamless property transactions for clients.
- Streamlined loan application workflows, enhancing processing time and client satisfaction.
COO
IO Innovative Outsourcing, LTD.
05.2015 - 04.2019
- Achieved high productivity and customer satisfaction through employee mentoring and coaching.
- Monitored CSR performance, ensuring call center goals and customer satisfaction were met.
- Analyzed performance reports to assess productivity, quality, and sales metrics.
- Identified training needs and optimized resources to enhance customer satisfaction.
- Guided management in resolving complex customer issues through procedural escalations.
- Developed ancillary departments to support operations, including Billing and Collections.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Led cross-functional teams to implement innovative outsourcing solutions, driving strategic growth.
- Developed and executed business strategies that aligned with organizational goals and market demands.
Sales Manager
ACS Telecommunications LLC
06.2009 - 02.2019
- Developed and achieved sales objectives through setting sales requirements and product presentations to telecommunications field service agents using various marketing strategies.
- Performed on-sight training, field coaching skills development, including ensuring compliance of industry standard requirements.
- Created enhancements to the sales process and performance by offering effective resolutions for customer related concerns and increased awareness in areas that offered additional sales opportunities.
- Developed and implemented business building programs including offers, incentives, and training.
- Coordinated and facilitated missed or problem installations with field representatives, their customers, and the Dispatch department.
- Demonstrated advanced proficiency in VoIP, as well as an understanding of various products and services that would involve customer contact such as Internet Residential Telephone, Digital Television, and High-Speed Internet Service.
Direct Sales Supervisor
Cablevision
04.2005 - 05.2009
- Supervised a team of Direct Sales Representatives (DSR) and contributed to team effectiveness which supported the company’s objective of increasing their customer base. Provided high quality service, projected a positive company image, as well as operated in a very cost-effective manner.
- Field coached daily and rotated with other teams that may have had struggling representatives. Verified accuracy of DSRs daily check-in reporting and completed field observation sheets. Prepared daily, weekly and monthly reports as directed by management staff.
- Conducted training classes to improve and maintain consistency and mutual success. Adjusted territory canvassing to maximize product penetration based on daily analysis of territory productivity.
- Ensured team met or exceeded weekly, monthly, quarterly, and annual, sales goals with daily coaching and individual and group motivational sessions.
- Disseminated information, responsibilities and assignments to sales team as directed by the management team.
- Offered new strategies, ideas and suggestions for meeting company's budget expectations.
- Interviewed and evaluated potential candidates for the Direct Sales Department.
Education
Xavier High School
Manhattan, NYundefined
New York University
Manhattan, NYSkills
- Customer Service Management
- Complaint Handling & Resolution
- Mentoring and Team Leadership
- Direct Sales Management
- Teambuilding & Training
- Cost-Reduction Strategies
Education and Training
Concentration in Business Studies Professional Training: Completed numerous courses and seminar trainings in customer service, sale strategies, inventory control, loss prevention, time management, leadership, performance assessment and team building.
Scholarships Awarded
Full academic scholarships awarded for High School, and College University.
Languages
Spanish
Limited Working
Timeline
Campus Security Assistant
CUNY, BMCC
02.2023 - Current
Loan Officer Consultant
Nationwide Mortgage Bankers
10.2020 - 11.2022
COO
IO Innovative Outsourcing, LTD.
05.2015 - 04.2019
Sales Manager
ACS Telecommunications LLC
06.2009 - 02.2019
Direct Sales Supervisor
Cablevision
04.2005 - 05.2009
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New York University
Xavier High School