Overview
Work History
Education
Skills
Timeline
Generic

Michael Norwood

Plano,TX

Overview

14
14
years of professional experience

Work History

Director of Operations

N Vision Group Inc
03.2022 - Current
  • 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
  • Quickly acclimated in a dynamic retail environment with a record of precision and a best-in-class customer service experience
  • Responsible for all aspects of company operations, including: Warehouse, delivery, inventory; Negotiations with vendors, both domestic and overseas; Representation at industry shows and conferences; All personnel issues, including hiring, firing, coaching, onboarding, training and direction
  • Enhanced relationships with outside partners/vendors to increase revenue and overall service
  • Designed and implemented a new customer service satisfaction process that increased customer service scores by 21%
  • Focused on the ability to upsell to help increase production and revenue 14%
  • Performed routine Quality Assurance reviews on calls and executed coaching and/or recognition based on results

Vice President, Sales & Operations

Freedom Mortgage
Plano, TX
03.2017 - 03.2022
  • 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
  • Co-developed, launched, and oversaw the management of a hybrid program that transitions service-only calls to service and sales calls which reduced call transfers and increased new sales opportunities, upselling, and cross-selling
  • Improved operations by forging a high-performing, cross-functional team (Processing, Underwriting, CS, and Sales)
  • Reviewed calls for quality assurance, compliance and coaching opportunities
  • Oversaw dispute resolution including refunds, fee waivers, and charge-offs
  • Review loans for guideline adherence, pipeline movement and issue resolution
  • Restructured training and onboarding processes for employees, including the management team, which increased CS scores and overall production
  • Created and facilitated training sessions and materials to address new items, corrective actions or refresh problem subjects

Vice President of Sales and Operations

iMortgage, a subsidiary of LoanDepot
Coppell, TX
05.2016 - 02.2017
  • 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
  • Cultivated strong relationships with staff, clients, senior leaders, and stakeholders to drive mutual goal attainment
  • Restructured origination team (process optimization, termination, layoffs, new training/development programs, etc.)
  • Implemented process procedures that increased production and lowered turnaround by 21%
  • Review loans for guideline adherence, pipeline movement and issue resolution
  • Increased customer satisfaction by 8% (88% to 96%)
  • Reduced production turnaround time by 21%
  • Maximized KPIs by actively collaborating with customer service and operational teams

Area Sales and Operations Manager

Wells Fargo Mortgage
10.2011 - 05.2016
  • 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
  • Spearheaded hiring and onboarded a diverse array of operational staff including loan and support specialists
  • Reduced turn time between sales and processing by 9 business days
  • Increased customer satisfaction score from 3.9 to 4.5
  • Improved operations by forging a high-performing, cross-functional team

Education

Bachelor of Science - Management Science

The University of Texas At San Antonio
San Antonio, TX

Skills

  • Strategic planning and execution
  • Leadership training
  • Workforce planning
  • Process improvement
  • Operations oversight
  • Performance analysis
  • Quality assurance
  • Supervision and training
  • Sales management
  • Recruitment and hiring
  • Logistics
  • Organizational skills
  • Business intelligence
  • Staff training/development
  • Profit and loss accountability
  • Employee motivation
  • Verbal and written communication
  • Cross-functional team management
  • Reliability
  • Strategic partnerships
  • Staff management
  • Staff scheduling
  • Cross-functional team leadership
  • Customer relations
  • Time management abilities
  • Delegating work
  • Hiring and onboarding
  • Policy development
  • Goal setting
  • Forecasting
  • Staff hiring
  • Training management
  • Budgeting and cost control
  • Change management
  • Analytical thinking
  • Budget control
  • Performance improvements
  • Professionalism
  • Oversee administrative functions
  • Business growth initiatives
  • Inventory tracking and management
  • Improve performance
  • Business strategy
  • P&L Administration
  • Communication
  • Customer retention
  • Effective leader

Timeline

Director of Operations

N Vision Group Inc
03.2022 - Current

Vice President, Sales & Operations

Freedom Mortgage
03.2017 - 03.2022

Vice President of Sales and Operations

iMortgage, a subsidiary of LoanDepot
05.2016 - 02.2017

Area Sales and Operations Manager

Wells Fargo Mortgage
10.2011 - 05.2016

Bachelor of Science - Management Science

The University of Texas At San Antonio

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Michael Norwood