Summary
Overview
Work History
Skills
Timeline
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Rochelle Chandler

Temecula,USA

Summary

Accomplished leader in Operational Leadership and Customer Service, recognized for delivering exceptional client support and enhancing operational efficiency. Expertise in executive administration has driven significant improvements in service delivery and team performance. A commitment to excellence in Administration supports the goal of fostering a high-performing organizational culture.

Overview

27
27
years of professional experience

Work History

Support/Onboarding/Concierge Manager

AARE
Temecula, CA
11.2020 - Current
  • Company Overview: AARE is a real estate brokerage licensed in over 30 states, with active agents in 24 of those states.
  • Managed onboarding process by creating agent profiles and setting up tool access.
  • Handled and directed all company incoming calls.
  • Fulfilled ad hoc requests from CEO and Supervising Broker efficiently.
  • Crafted commission and independent contract agreements for new agents.
  • Conducted weekly leadership meetings.
  • Managed agent departures.

Branch Manager

USA Federal Credit Union
San Diego, CA
01.2008 - 01.2009
  • Designed and implemented business strategies to enhance and sustain share deposits.
  • Directed team of 6-8 employees, focusing on daily staff performance, hiring and training.
  • Provided exceptional member service aligned with credit union values.
  • Ensured adherence to credit union compliance and internal controls during audits.
  • Drove growth in Business Account portfolio through targeted engagement with small business clients.

AVP, Call Center Manager

USE Credit Union
San Diego, CA
01.2005 - 01.2007
  • Oversaw Member Service center activities to consistently meet a 95% daily service factor.
  • Oversaw Loan Call Center generating quarterly revenue exceeding $7.2 million.
  • Enhanced precision across the department through systematic process documentation.
  • Created onboarding curriculum tailored for incoming Member Service Representatives.

Senior Manager, Training and Quality

Capital One Auto Finance
San Diego, CA
01.2001 - 01.2005
  • Delivered comprehensive training and quality guidance to enhance loan operations effectiveness.
  • Developed comprehensive policy and procedure guides tailored for each line of business within Loan Operations.
  • Collaborated with Compliance Department to implement essential and optional training for all business sectors at San Diego office.
  • Set up a platform to store training materials, modules, assessments and track associate participation across two sites.

Senior Manager, Call Center

Capital One Auto Finance
San Diego, CA
01.2001 - 01.2005
  • Spearheaded Call Center operations for inbound and outbound communications, leading a team of 12 Front Line Managers and over 100 Customer Service Representatives with a focus to meet our service goal of 95%
  • Oversaw recruitment of Call Center Representatives and Front-Line Managers.
  • Created and delivered internal job structure and salaries to inform associates of their career advancement options.

Supervisor/Credit Analyst - Loss Mitigation

PSB Lending
Carlsbad, CA
01.1998 - 01.2000
  • Underwrote and processed 50-80 high LTV second mortgage loan packages for various lenders daily.
  • Oversaw Subordination team facilitating lender partnerships for client refinancing.
  • Examined high-volume loan packages for organizational acquisition.

Skills

  • Operational Administration
  • Client Support
  • Operational Leadership
  • Effective Leadership
  • High-Level Administrative Support
  • Vendor Communication Skills
  • Strong Verbal Communication
  • Effective Time Management
  • Thoroughness in Tasks
  • Problem-Solving Skills
  • Effective Multitasking
  • Interpersonal Relationship Management
  • Effective Organization

Timeline

Support/Onboarding/Concierge Manager

AARE
11.2020 - Current

Branch Manager

USA Federal Credit Union
01.2008 - 01.2009

AVP, Call Center Manager

USE Credit Union
01.2005 - 01.2007

Senior Manager, Training and Quality

Capital One Auto Finance
01.2001 - 01.2005

Senior Manager, Call Center

Capital One Auto Finance
01.2001 - 01.2005

Supervisor/Credit Analyst - Loss Mitigation

PSB Lending
01.1998 - 01.2000

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Rochelle Chandler