Kory Eller

Self-employed trader focused on short-term equities and digital asset strategies, leveraging technical analysis and custom data tools

• Built and refined custom data scanners and signal frameworks to identify high probability day, swing, and long-term trading opportunities
• Executed systematic trading strategies using technical indicators, with a focus on risk management and consistency
• Maintained average portfolio performance returns of 11.3% with a peak of 31% in 2024

Owned performance operations, systems optimization, analytics, and client implementation strategy across a multi-client healthcare contact center environment, reporting directly to executive leadership (COO).

• Cut average speed of answer from 1:26 to :21, lowered abandonment rate from 12% to 4%, and increased CSAT from 68% to 93% through call flow optimization and workforce alignment
• QA automation replaced a manual review process covering less than 1% of interactions, expanding visibility to 100% and enabling proactive identification of performance gaps and compliance risks
• Optimized contact drivers and call routing strategy through IVR enhancements, statement redesign, and expanded self-service options, improving call distribution efficiency, increasing contact handling capacity, and reducing compliance exposure
• Built and executed full client onboarding implementation lifecycle, reducing onboarding timelines from 12 weeks to 6-8 weeks through workflow redesign and improved cross-functional coordination
• Led successful onboarding and launch of more than 12 healthcare clients, maintaining full client retention except for 2 accounts, despite variable execution conditions outside of direct control
• Performance analytics reporting created that provided executive leadership visibility into client health, service delivery gaps, and systemic call drivers
• Integrated telephony, speech analytics, and data platforms to align client requirements with internal operational infrastructure
• Managed vendor relationships across telephony, analytics, and data providers, including contract negotiation and ongoing performance oversight, achieving consistent cost reductions of 8-12% and up to 21 %

Led mortgage loan servicing operations within a regulated, enterprise-scale servicing environment, overseeing performance, compliance, and operational execution across a large contact center team.

• Performance oversight maintained across a $600M mortgage portfolio, ensuring operational stability, compliance adherence, and consistent service delivery
• Servicing workflows included short sales, note sales, HUD review processes, and approval pathways aligned with Fannie Mae and Freddie Mac requirements
• Maintained compliance with nationwide mortgage servicing regulations while supporting operational efficiency
• Supported closing management activities including BPO coordination, appraisal requests, and review processes to ensure timely and accurate loan resolution
• Consistently achieved top-performing team recognition 12+ times, including a consecutive 6-month performance streak, based on service quality, compliance adherence, and operational KPIs

Oversaw contact center operations for high-volume debt portfolios, managing frontline teams and supervisory staff in a performance-driven collections environment.

• Owned daily contact center operations supporting debt buying and debt selling portfolios, overseeing daily execution across inbound and outbound collections workflows
• Team of 30 agents and 2 frontline managers supported across collections operations, with responsibility for performance, staffing, and execution
• Portfolio performance balanced across recovery objectives, operational capacity, and compliance requirements
• Monitored key performance indicators including contact rates, productivity, and operational throughput to maintain consistent service execution
• Partnered with leadership and sales teams on reporting, performance analysis, and operational improvements