Sandra Pollman
Huntsville,AL
Summary
Customer Service Supervisor with 25+ years of experience leading support teams, improving service quality, and managing call center operations in the financial services industry. Skilled in training, policy implementations, escalations, and performance coaching to drive customer satisfaction and team success.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
NewRez
Remote
07.2020 - 02.2026
- Supervised the customer service team, delivering high-volume support while maintaining quality and performance standards.
- Trained and coached staff on company policies, call handling standards, and customer interaction best practices.
- Resolved complex customer inquiries and escalated issues when necessary.
- Monitored team performance and provided constructive feedback regularly.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Worked on and handled escalated HELOC loans.
- Developed and maintained a centralized call handling and policy procedures knowledge base and issued updates to ensure staff compliance and consistency.
Customer Service Supervisor
Ditech Financial LLC
Rapid City, SD
07.2003 - 12.2018
- Answered customer requests with friendly, knowledgeable service, and support.
- Supervised 22 CSR's on their calls and daily/monthly goals.
- Oversaw the training of new team members and mentored each to promote productivity, accuracy, and friendly service.
- Supervised total department call volume of 9,000 calls per day.
- I explained the customer's mortgage to them, how the interest works, their escrow, and how it is calculated.
- Go over the insurance requirements.
- Traveled to other customer service sites in the U.S. to help train representatives of companies that our company just purchased.
- Develop new training materials for customer service representatives to increase their knowledge and numbers.
- I was assigned projects to increase service levels and better assist the customer.
Customer Service Representative
Conseco Financial LLC
Rapid City, SD
09.1998 - 09.2001
- Made customers a top priority, and employed active listening skills to understand needs and deliver first-rate service.
- Managed quality communication, customer support, and product representation for each client.
- Achieved high-quality marks on quality assurance evaluations.
- Resolved escalated customer issues quickly to drive client retention.
- I communicated with supervisors on a frequent basis to escalate customer concerns and resolve the problem in a timely manner if I could not complete it on the first call.
- Informed customers about billing procedures, processed payments, and provided assistance to set up payment options.
- Gathered information from customers, and asked open-ended questions to understand needs and address them quickly.
- Consulted with upset customers to determine best methods to resolve service and billing issues.
Skills
- Customer Service Leadership
- Call Center Operations
- Escalation Management
- Quality Assurance
- Policy & Procedure Implementation
- Staff Training & Coaching
- Inbound & Outbound Call Handling
- Team Development
Certification
• Customer Service Professional Certificate
• Leadership Essentials Certificate
• Leadership Essentials Certificate
Timeline
Customer Service Supervisor
NewRez
07.2020 - 02.2026
Customer Service Supervisor
Ditech Financial LLC
07.2003 - 12.2018
Customer Service Representative
Conseco Financial LLC
09.1998 - 09.2001