Hi, I’m
Michael Norwood
Plano,TX
Overview
13
years of professional experience
Work History
N Vision Group IncPlano, TX (Remote)
Director of Operations
03.2022 - Current
Job overview
- Set up and led the call center and customer service functions for a national Ophthalmic Equipment and Accessories retailer
- Built and coached a team of agents remotely to ensure customer service excellence, order accuracy, and maximizing upsell opportunities
- Built workflows to handle issue resolutions and cross-functional collaborations.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Strengthened communication skills through regular interactions with others.
- Responsible for all aspects of Operations, including personnel, warehouse, inventory, contract negotiatoions, etc.
Freedom MortgagePlano
Vice President, Customer Service & Operations
03.2017 - 03.2022
Job overview
- Launched company’s Texas site during national expansion project
- Guided and mentored a team of 125 national sales specialists and managers in a remote call center operations setting
- Bridged gaps between dispersed teams to ensure cohesive problem-solving and mutual goal attainment.
iMortgage, a subsidiary of LoanDepotCoppell
Regional Operations Manager
05.2016 - 02.2017
Job overview
- Developed workflows for multi-state, regional call center operations and guided a cross-functional team across 5 locations within a multi-state remote environment
- Led talent acquisitions including candidate sourcing, hiring, onboarding, ongoing training and development, and succession planning.
Wells Fargo MortgageNorth Texas & Oklahoma
Area Operations Manager
10.2011 - 05.2016
Job overview
- Administered regional operations and led a multi-state, remote processing team across 4 locations in North Texas and Oklahoma
- Oversaw the management of loans such as FHA, VA, conventional, non-conforming, and new construction loans
- Drove customer issue resolution with a focus on maximizing satisfaction and retention.
Education
University of Texas At San AntonioSan Antonio, TX
Bachelor of Science from Business Management
Skills
- Process Improvement
- Operations Oversight
- Strategic Planning
- Leadership training
- Strategic planning and execution
- Process Improvements
- Operational Efficiency
- Cost Control
- Quality Assurance
- Business Management
- Performance Analysis
- Workforce Planning
- Resource Allocation
- Schedule oversight
- Employee Development
- Data Analysis
- Customer Service Management
- Department Oversight
- Financial Oversight
- Program Administration
- Sales Tracking
- KPI Tracking
- Revenue Generation
- Performance Improvement
- Administrative Management
- Schedule Management
- Customer Retention
- Data Management
- Contract Administration
- Inventory Management
- Business Forecasting
- Supply Chain Management
- Process Improvement
- Customer Relations
- Problem-solving abilities
- Adaptability and Flexibility
- Customer Relationship Management
- Program Optimization
- Organizational Skills
- Sales Strategies
- Revenue Growth
- Recruitment
- Hiring and Onboarding
- Contract Negotiation
- Performance Improvements
- Staff hiring
- Cost Reduction
- Professional Demeanor
- Strategic Partnerships
- Business Growth Initiatives
- P&L Administration
- Business Intelligence
- Budget Development
- Scheduling
- Effective leader
- Performance Evaluation and Monitoring
- Goal Setting
- Performance Evaluations
- Purchasing and planning
- Records Organization and Management
- Team building
- Risk Management
- Change Management
- Teamwork and Collaboration
Timeline
Director of Operations
N Vision Group Inc
03.2022 - Current
Vice President, Customer Service & Operations
Freedom Mortgage
03.2017 - 03.2022
Regional Operations Manager
iMortgage, a subsidiary of LoanDepot
05.2016 - 02.2017
Area Operations Manager
Wells Fargo Mortgage
10.2011 - 05.2016
University of Texas At San Antonio
Bachelor of Science from Business Management
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