Marlene Haro
Pennsauken Township,NJ
Summary
Results-driven Customer Experience & Service Operations Leader with over 25 years of expertise in leading high-performing teams, optimizing service delivery, and implementing operations efficiencies. Known for fostering collaborative environments, driving process improvements, and ensuring customer satisfaction across regional and call center operations. Adept at managing acquisitions, training staff, and developing service strategies that align with business objectives.
Overview
30
30
years of professional experience
Work History
Customer Resolutions Supervisor
Onity Mortgage
Mount Laurel, USA
07.2025 - Current
- Directed daily workflow for collections and home retention agents, evaluated performance metrics, enforced operational standards, and provided corrective coaching to maintain service delivery consistency.
- Conducted detailed reviews of borrower financial documentation, ensuring accuracy, completeness, and readiness for underwriting evaluation to support efficient loan modification decisioning.
- Facilitated training programs focused on customer engagement, regulatory awareness, and product knowledge to improve team readiness.
- Supported recruitment and hiring activities for new employees, coordinated onboarding, and integrated team operations to enhance workforce capability.
Regional Director, Technical Manager
Xerox Corporation
Mount Laurel, USA
12.2019 - 12.2024
- Led strategic integration of new acquisitions within the Mid Atlantic Region, ensuring operational alignment and customer continuity.
- Managed call center service operations, increasing remote solve rate from 20% to 40%, surpassing 2024 goal of 50%.
- Led call center training, hiring and coaching, ensuring high performance and continuous improvement.
- Optimized workforce efficiency, reducing onsite labor hours by 30% and enhancing customer experience.
- Developed BPO transition strategies, streamlining offshore operations and ensuring service excellence.
- Experience with Genesys Cloud Center Software, IVR, MWA and ServiceNow platforms.
Customer Care Manager
Stewart, A Xerox Company
Mount Laurel, USA
12.2012 - 11.2019
- Oversaw daily call center operations, handling 500-600 calls, optimizing workforce schedules for peak efficiency.
- Implemented new CRM systems, improving agent productivity and enhancing client communication.
- Expanded customer care team from 6 to 25 agents, refining onboarding and staff training strategies.
- Managed logistics & technician dispatch, reducing response time while controlling service costs.
Program Management Manager
Broadview Networks, Now part of Windstream
King of Prussia, USA
08.2012 - 12.2012
- Supervised telecommunications frontline repair teams, overseeing 59 consultants and 4 supervisors, achieving and exceeding Service Level goal of 80% / 30 sec ASA.
- Directed inbound call center operations, managing 12K-16K monthly calls, optimizing efficiency and training.
- Led high-level outage support processes, ensuring seamless support during network events.
Operations Manager
Broadview Networks, Now part of Windstream
King of Prussia, USA
01.2009 - 08.2012
- Managed backend schedules for Domestic Repair Teams, ensuring efficient allocation of resources and timely resolution of issues.
- Analyzed ticket workload for Dedicated Team, optimizing processes and improving response times by 35%.
- Participated in Repair Six Sigma Project, identifying improvements that reduced expenses by nearly $425k in 2011.
Universal Care Director
Broadview Networks, Now part of Windstream
King of Prussia, USA
06.2005 - 01.2009
- Achieved 80% Service Level within 30 seconds ASA and 85% Quality by managing inbound calls and resolving Presidential escalations efficiently.
- Supervised a team of 45-50 customer service representatives and 3 Call Center Supervisors, ensuring high performance and adherence to service standards.
- Conducted interviews, hiring, and job fair recruiting with Human Resources, contributing to a well-staffed and skilled team
Universal Care Manager
Broadview Networks, Now part of Windstream
King of Prussia, USA
07.2000 - 06.2005
- Exceeded 80% Service Level within 30 seconds ASA and achieved 85% Quality by coaching and developing staff, and identifying training needs.
- Managed 25-30 customer service representatives and 2 Team Leads, ensuring high performance and adherence to service standards.
- Handled inbound call center escalations, monitored quality, and worked with the Scheduler to understand staffing needs and call delivery patterns.
CBSG Manager
GMAC Mortgage Corporation
Horsham, USA
01.1997 - 07.2000
- Managed Call Center Agents, 20 customer service representatives and 2 Supervisors in Home Equity Mortgage Industry.
- Led call center hiring, onboarding, training and coaching, ensuring high performance and continuous improvement.
Education
Penn State University
Abington, PAWest Chester University
West Chester, PAHigh School -
Olney High School
Philadelphia, PASkills
- Call Center Management & Strategy
- Customer Experience & Satisfaction
- Operational Efficiency & Workflow Optimization
- Process Improvement & Cost Reduction
- Quality Assurance & Process Improvement
- Escalation & Customer Issue Resolution
- Technical Expertise
- Leadership & Team Development
- Recruitment & HR Collaboration
- Cross-Functional Collaboration
- Compliance & Policy Adherence
- Logistics
- Bilingual Communication
- Client relationships
Accomplishments
- Boosted call center performance, reducing technician labor costs by 21% while improving customer resolution efficiency.
- Developed employee training programs, growing teams from 6 to 25 agents, enhancing call quality and response times.
- Managed large-scale call centers, overseeing daily operations, ensuring compliance, and implementing process improvements.
- Drove operations cost savings, cutting expenses by $425K through process optimization initiatives.
- Managed acquisitions & BPO transitions, ensuring seamless customer experience post-integration.
- Six Sigma Green Belt Certified
- Certificate to Applied Scrum for Agile Project Management
Timeline
Customer Resolutions Supervisor
Onity Mortgage
07.2025 - Current
Regional Director, Technical Manager
Xerox Corporation
12.2019 - 12.2024
Customer Care Manager
Stewart, A Xerox Company
12.2012 - 11.2019
Program Management Manager
Broadview Networks, Now part of Windstream
08.2012 - 12.2012
Operations Manager
Broadview Networks, Now part of Windstream
01.2009 - 08.2012
Universal Care Director
Broadview Networks, Now part of Windstream
06.2005 - 01.2009
Universal Care Manager
Broadview Networks, Now part of Windstream
07.2000 - 06.2005
CBSG Manager
GMAC Mortgage Corporation
01.1997 - 07.2000
Penn State University
West Chester University
High School -
Olney High School