Summary
Overview
Work History
Education
Skills
Timeline
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LAUREN COFFMAN

Richmond,Tx

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

11
11
years of professional experience

Work History

Manager I

Wells Fargo Home Mortgage
03.2016 - Current
  • Establishes goals and develops implementation plans to ensure goals are met
  • Launched and oversees the Chat Team
  • Created and manage mortgage and refinance referrals inbound/outbound team of 12-15 members within the Phoenix National Contact Center
  • Distributes and enforces policy and procedure changes to team members
  • Manages a top performing team based on set measurement performance standards in referrals and customer satisfaction surveys
  • Provide guidance to the team to ensure delivery of meaningful customer experience
  • Establishes and maintain positive, professional relationships with all in-team and out of team management to ensure a productive performance
  • Lead role in coaching and developing the team to exceed sales and referral goals and deliver best-in-class customer service expectations on a weekly basis
  • Manage department's Engagement Committee to encourage Vision and Values as well as engage team members in the department
  • Monitor calls and chats for Quality Assurance to mitigate risk, celebrate success and provide coaching opportunities for improvement
  • Interview, hire, and reward team members and focus on their succession, satisfaction, and development

Supervisor/Nike Certified Trainer

Concentrix – Nike Program
10.2014 - 10.2016
  • Provided daily direction, assistance, and guidance with any issues the team had on voice calls or chats
  • Represented the company in a positive way by de-escalating problems and finding solutions
  • Planned and evaluated workflow and coordinated work activities to achieve volumes to meet operational requirements
  • Monitored staff performance and the daily application of organizational policies and procedures and provided feedback, coaching and ongoing development to meet client and corporate quality expectations
  • Established and maintained positive, professional relationships with all in-team and out of team management to ensure a productive performance
  • Conducted and participated in payroll spreadsheet review for training class and teams
  • Recommended operational improvements and created statistical analysis and reporting performance to the team
  • Evaluated and graded the quality of the teams' calls to help set a baseline for all calls as well as used results for coaching opportunities
  • Certified Trainer by Nike
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Educated groups of approximately 26 employees in a classroom environment

Assistant General Manager

Gold's Gym
11.2012 - 10.2014
  • Interviewed, hired, trained, and supervised all Gold's Gym Ahwatukee staff including: sales counselors, front desk, childcare, and personal trainers
  • Attained a predetermined unit goal, and EFT goal for membership sales
  • Lead staff meetings
  • Followed up with all missed potential customers
  • Completed daily reports, logged and tracked sales production, and determined unit and EFT goals for sales staff
  • Responded to all customer service issues and requests
  • Opened a new Gold's Gym in Avondale
  • Finished first in the state for sales twice, and remained in the top five every month
  • Conducted weekly meetings with each sales employee based on performance and production numbers.

Education

Some College (No Degree) - Business Management

Howard Community College
Columbia, MD

Skills

  • Software: MS Excel, MS Word, MS Office
  • Skills: Management, Data Analyses, Process Control, Sales Goals Development, Interviewing Candidates, On-boarding Process, Termination Process, Coaching, Team Building and Leadership, Risk Mitigation, Delegation, Problem Solving, Decision-Making, Time Management, Project Management, Teamwork, Pivot Tables, Presentations, Customer Relationship Management, Performance Tracking and Evaluations
  • Motivating, Quick Learner, Reliable, Goal Oriented, Excellent Communicator

Timeline

Manager I

Wells Fargo Home Mortgage
03.2016 - Current

Supervisor/Nike Certified Trainer

Concentrix – Nike Program
10.2014 - 10.2016

Assistant General Manager

Gold's Gym
11.2012 - 10.2014

Some College (No Degree) - Business Management

Howard Community College

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LAUREN COFFMAN