Nicholas Denman
Painesville,Ohio
Summary
Administrative and operational leader with 5+ years of experience in high-performance environments, including corporate call centers and financial services. Proven expertise in process optimization, compliance management, cross-functional collaboration, and staff development. Adept at leveraging CRM systems, Microsoft 365, and data-driven strategies to support financial operations and organizational goals. Availability is flexible, and can work all shifts, including nights, weekends, and holidays as needed.
Overview
6
6
years of professional experience
Work History
Supervisor Call Center
Fleet Response
12.2022 - Current
- Led 20+ staff in a corporate call center, optimizing performance metrics (average speed of answer, talk time) through coaching and workflow improvements.
- Ensured 100% compliance in documentation for new hire training, policy adherence, and audit readiness.
- Leveraged data analytics to formulate targeted action plans, successfully boosting key performance indicators (KPIs) through tailored coaching interventions.
- Collaborated with senior management on employee discipline, hiring decisions, and KPI-driven performance plans individually and departmentally.
- Managed real-time monitoring of team productivity, demeanor, and regulatory compliance.
- Resolved escalated client issues and implemented corrective actions, reducing client complaints by 15%.
Field/Phone Manager
BaseBuilder
02.2020 - 12.2022
- Directed hiring, onboarding, and payroll for field/phone teams, reducing recruitment cycles by 25%.
- Developed action plans to boost targeted KPIs; trained staff in job skills and compliance protocols.
- Created organizational roadmaps to achieve financial/operational targets, monitored via live performance analytics.
- Implemented coaching programs that improved team efficiency by 30%.
Mortgage Loan Officer
Rocket Mortgage
08.2019 - 01.2020
- Guided clients through loan processes using a consultative approach, emphasizing regulatory compliance (SAFE-licensed).
- Built client relationships through transparent communication and financial documentation support.
Education
Bachelor of Arts - Political Science
Kent State University
Skills
- Administrative Expertise: Process Optimization
- Policy Compliance
- Documentation
- Scheduling
- Cross-Functional Collaboration
- Financial Operations: Payroll Management
- KPI Tracking
- Audit Support
- Regulatory Adherence
- Technology: Microsoft 365 (Excel, PowerPoint, Outlook)
- CRM Systems
- Phone Platforms
- Data Analysis
- Leadership: Staff Training/Coaching
- Performance Management
- Conflict Resolution
- Hiring/Onboarding
Timeline
Supervisor Call Center
Fleet Response
12.2022 - Current
Field/Phone Manager
BaseBuilder
02.2020 - 12.2022
Mortgage Loan Officer
Rocket Mortgage
08.2019 - 01.2020
Bachelor of Arts - Political Science
Kent State University