Kristy Yakatan
Cherry Hill,NJ
Summary
Results-driven Vice President of Operations recognized for high productivity and efficient task completion. Skilled in strategic planning, operational excellence, and team leadership, ensuring seamless business operations. Excel in communication, problem-solving, and decision-making, contributing to organizational growth and efficiency. Committed to fostering collaboration and driving continuous improvement initiatives.
Overview
19
19
years of professional experience
Work History
Vice President of Operations
Freedom Mortgage
06.2020 - Current
- Responsible for the Day-to-Day Operations of the Portfolio and Acquisition Loan Processing Departments within the National Call Center and Wholesale, specifically managing VA Streamline, Conventional Rate and Term and all Full Document products, as well as working to build the operational capabilities of our Solutions Products
- Responsibilities include coordination of efforts across multiple internal departments, along with Vendor Partners, to facilitate individual as well as departmental initiatives
- Implementation scorecards for the offshore partners including establishing the standards, developing metrics, and collaborating to coach upstream by giving critical feedback to business leaders in achieving goals
- Create and implement process improvements to ensure a production is efficient and producing at a high customer service level
- Manage a fast paced, high performing processing team funding approximately 500 million per month
- Maintain an SLA of 90% or above SLA for both Retail and Wholesale Channels
- Drive the initiatives of the department to increase revenue, reduce costs and overall increase profitability
- Monitor staffing levels of all personnel to assure adequate coverage, make appropriate recommendations for staff additions to SVP with supporting justification
- Assure all channels of operations provide a high level of customer service and consistent audit and validation levels
- Manage offshore partners supporting the department, and serve as a liaison in communicating training needs, staffing models and compliance
- Present to the SVP on production and issues within the department
- Responsible for monitoring the business’s forecasted monthly funding goals, to ensure the departments are staffed to capacity to attain the goals and established SLA’s
- Awareness of cost/budgets, associated with the operating of the departments
Director of Operations
Freedom Mortgage
09.2015 - 06.2020
- Execute on day-to-day operations tasks and drive continuous improvement across the operations organization
- Develop plans and execute strategies to production goals
- Proactively identify opportunities for improvement in the process and implement solutions
- Build effective working relationships with key stakeholders
- Act as the liaison between operations and sales
- Establish key performance measures and metrics to track performance and identify new trends
- Develop reporting and tracking to ensure sales teams are adhering the operation processes
- Evaluate the effectiveness, capabilities, and adoption of sales processes and tools
- Manage a fast paced, high performing processing team processing approximately 6,000 units per month
Operations Supervisor
Cenlar FSB
07.2014 - 09.2015
- Managing 24 call center representatives and 2 research representative which handled 36,000 calls inbound calls monthly and 3000 research items monthly
- Managing call volume SLAs for 44 different Private label companies with different requirements
- Handle and resolve approximately 1500 escalated issues per month
- Set goals for representatives and meet with them weekly to discuss
- Prepare and review productions daily and report to senior leadership
Operations Manager
Title Resource Group
05.2012 - 02.2014
- Managing two separate call centers of 30 representatives and 2 supervisors which handled 5,000 inbounds calls and made 3,000 outbound calls monthly
- Maintained a max delay of 6 minutes and a speed to answer rate of 30 seconds
- Managed an email support team of 15 representatives and 1 supervisor handling approximately 12,000 emails monthly
- Reorganized the phone system and IVR for the New Jersey, Texas and California offices
- Response time for emails from clients maintained at a turnaround time of two hours
- Audit and report Call Center and Email production numbers and report to senior leadership monthly
- Set goals and expectations with the Supervisors and team players
- Met with Supervisors weekly to review and goals and progress
Customer Service Manager
Turnersville AutoMall
08.2006 - 05.2012
- Built and implemented a call center, increased service appointments by 20% daily and handling approximately 9,000 inbound calls and 5,000 outbound calls monthly
- Implemented both the hardware and training to improve the growth of the call center
- Created the design to be a completely scalable center with the future plans of accepting outside business in order to grow the department
- Implement a Q&A program to improve customer service skills
- Initiate and support necessary changes within the BDC and the Dealership in support of business plan and needs
- Audit and report BDC production numbers (e.g., number of calls to appointment ratio)
- Oversee the production of the weekly/monthly schedule for the BDC staff
Skills
- Leadership training
- Performance analysis
- Business process reengineering
- Organizational development
- Process improvements
- Cross-functional team management
- Workforce planning
- Operations oversight
- Business development
- Operations management
Phone
cell, 856-220-4935
Timeline
Vice President of Operations
Freedom Mortgage
06.2020 - Current
Director of Operations
Freedom Mortgage
09.2015 - 06.2020
Operations Supervisor
Cenlar FSB
07.2014 - 09.2015
Operations Manager
Title Resource Group
05.2012 - 02.2014
Customer Service Manager
Turnersville AutoMall
08.2006 - 05.2012