Salama Madoffe

Leading Columbus and Plano Concept Center teams while conducting focus group sessions, tests and implementations of new initiatives while building relationships with different partners across the firm. Second-Level inbound call center manager responsible for up to two teams of Customer Service specialists, supporting a variety of Home Lending products. Responsible for driving exceptional client service, meeting strategic department objectives, and maintaining a positive and inclusive employee culture.

q Led or participated in the following initiatives to increase operational efficiencies/mitigate risk for the business:

o Created the Customer Authentication Tool (CAT) Control report – helped design, validate and format the Control Report, which improve CAT compliance ~80% across all sites helping to reduce fraud and risks.

o Collaborated with the marketing/product team on Chase.com and Escrow Video content updates – HELOC content corrections, Chase MyHome Taxes & Insurance content recommendations to improve client education with call reduction of ~10%

o Led Natural Language IVR Focus group and testing – reduced misdirected calls and transfers by ~30%.

o Reduced customer impacting misdirected work orders by transitioning to a more efficient work orders. This resulted in a 100% improvement of workorder misdirects in two categories within five months of changing the routes into Case Optimizers.

o Spearheaded 2023 and 2024 annual procedure review and certification ensuring employees have up to date information. Completed six procedure reviews that resulted in a 64-page reduction.

o Headed letter consolidation – Reviewed 114 letters and made recommendations to update five of the letters which helped reduce calls and customer confusion.

q Led the following strategic initiatives for the Columbus site and across the network as part of our culture of continuous improvement:

o Developed Columbus 2023 and 2024 EOS Plan of Action to improve prior year’s EOS results which resulted in an increase across all the categories, and with no results below 90%.

o Network owner of Annual Procedure Certification which validates the accuracy of the frontline processes and call efficiency.

o Responsible for creating yearly priorities for all of Home Lending Customer Service as well as overseeing the ratings methodology and data.

o Led and worked with the technology team to resolve system issues helping business efficiency specifically the mitigation of the 404 error.

I directed the Fee Waiver Case Optimizer testing, which improved our fee waiver compliance to a 100% pass rate as soon as it was implemented.

o Recommended over 20 new WalkMe solutions along with Spanish translations to help improve performance by reducing AHT, better call flow and reducing misdirects.

To help reduce call backs, I implemented a text/email strategy after customers initiate account maintenance. This strategy has multiple days of SLA to provide work order status updates.

Q Site leader for the following employee development and culture projects.

o Led Career Pathways testing that helped launch employee development and mobility tools CCB wide.

o Facilitated successful Employee Appreciation Week and Town Hall events. Served as an Employee Engagement Team Contest/Recognition pillar lead that helped build employee’s morale and performance.

Second-Level manager responsible for up to eight teams of customer service specialists and Team Leaders executing strategies across a variety of home lending products and services. Heavy emphasis on customer satisfaction and employee culture while maintaining operational efficiency, employee effectiveness and internal controls in a highly regulated industry. Responsible for oversight and development of Team Leaders and Specialists while managing to strategic targets and maintaining stringent quality, controls, employee, and customer experience standards.

q Improved KANA CSAT by ~30% and email per hour (EPH) scores by ~10% while maintaining above 80% Call Center CSAT scores ensuring customers have the best customer service and receive responses to emails efficiently.

q Led the Polycom phones and WebRTC initiative to help with ongoing audio issues that were negatively impacting customer and employee experience.

q Provided department’s scorecard recommendations to remove attrition which allowed leaders to focus more on customer and employee impacting metrics, and to increase adherence goal from 92% to 94% which helped ensure employees are readily available for customers.

q Deployed Customer Relationship (CRO) Tip Sheet to help improve site’s CRO offer rates encouraging customers to use self-service tools as well as validating customer contact information.

Execution of the site's shift bids, including reviewing projected attrition and making recommendations to help align schedules based on span of control and call volume.

I created actionable steps to help with the errors around COVID coding and created a guide that helped improve the site's performance, exceeding the goal of 90% requirement of the department's Action Plan.

Developed and implemented strategies: New Team Leader guide, Quality & Coaching Certification guide, and Development Plan template that led to key drivers for successful hiring, training, and development of leaders across sites.

Revamped Team Leader Playbook, Managing Staff Playbook, Reporting system issues playbook, Leadership Attributes, 2021-2023 priorities for the staff to ensure consistency in communication of goals and expectations.

q Introduced and implemented specialist workshops to Home Lending which helped improve staff’s procedure knowledge gaps and systems navigation.

Conducted a successful return-to-office effort for staff, ensuring business efficiency with no interruptions.

q Directed the hiring and training of vendor Team Leaders across three sites and implemented development opportunities with expanded roles among existing Chase Team Leaders.

Managed telephone bankers responsible for servicing customers' deposit accounts, online banking, and credit cards. Through various promotions, responsible for managing a variety of skills/teams, including Sales, Online Banking, Escalations, and new hires.

Recognized as a top-performing team and continuously ranked within the top 5% of all Retail Customer Service sites from 2009 to 2016.

q Drove steady progression of improvement within the Control Agenda, Tracking and Complaint details for Consumer Escalations environment from 30% (Jan. 2015) to 91% (Nov. 2015) exceeding target of 85%. Fluid partnership with peer leaders and segment partners within the network.

q Managed and led new hires for Columbus Customer Service ranging from three to four direct reports to support upwards of 70+ full time employees.

q Drove improvement of 18% within overall Efficiency (Average Handle Time) and Schedule Adherence (availability) within 60 days of managing new hires.

q Co-facilitated new hire meetings to align processes, procedures and shared best practices across sites which drove successful onboarding, better performance, and morale within the new hires.

q Led a highly successful Sales team and in 2012 was selected to attend Chase National Achievers Conference hosted by JPMorgan Chase CEO Jamie Dimon.