Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic

Tim Dosunmu

Claymont,DE

Summary

Accomplished Mortgage Call Center Manager with a proven track record of elevating operations from $15 million to $80 million at FreeRateUpdate. Expert in call center operations and team leadership, adept at driving performance and enhancing customer satisfaction. Skilled in JIRA software and effective communication, I excel in project management and cross-functional collaboration.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Mortgage Call Center Manager

FreeRateUpdate
Chadds Ford, PA
03.2016 - Current
  • Developed and maintained a team of call center representatives to meet performance standards.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Identified mortgage trends daily to isolate potential opportunities and make script changes.
  • Reviewed calls to audit the quality of our transfers.
  • Assisted our sales department with onboarding new lenders.
  • Took the call center from a $15 million annual operation to $80 million within 5 years.

Customer Account Manager

State Farm
Newark, DE
01.2015 - 03.2016
  • Attained licensing for life, auto, health, property, and casualty insurance.
  • Utilized CRM software to sell insurance products to potential clients.
  • Provided customer service to existing clients by responding to inquiries and resolving complaints.
  • Developed relationships with customers through proactive communication and follow-up activities.
  • Made weekly bank deposits for our clients' funds to keep their accounts current.
  • Trained co-workers and attended leadership conferences for continued education.

Education

Bachelor of Science - Human Resources Management

Wilmington University
New Castle, DE
12-2020

Associate of Science - Entrepreneurship

Delaware Technical Community College
DE
05-2013

Skills

  • Call Center Operations
  • JIRA software
  • Training & Development
  • MS Office
  • Public Speaking
  • Effective communication skills
  • Multitasking
  • Project Management
  • Cross-Functional Collaboration
  • Team Building and Leadership

Affiliations

  • 20 plus years of guitar playing.
  • Avid fitness enthusiast.
  • Devoted father and husband.

Accomplishments

  • Graduated with a 3.2 GPA while working fulltime.
  • 3 promotions within current employer.
  • Record holder for transfers within a year and a month at Freeateupdate.

Certification

  • Licensed for life, auto, health, property and casualty insurance from 2015 - 2019.

References

References available upon request.

Timeline

Mortgage Call Center Manager

FreeRateUpdate
03.2016 - Current

Customer Account Manager

State Farm
01.2015 - 03.2016

Bachelor of Science - Human Resources Management

Wilmington University

Associate of Science - Entrepreneurship

Delaware Technical Community College

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Tim Dosunmu