Wade Clayton-Gonzales

As a passionate leader, I focus on driving performance and providing an exceptional experience for internal and external customers. I have successfully led high-performing Sales and Account Service and Retention teams, consistently exceeding required save rates and protecting company revenues. I possess excellent decision-making skills and always prioritize the customer while managing complex issues and exceeding all business objectives.

One of my successful implementations was ensuring all customers who returned a negative survey received follow-up calls that led to an issue resolution. This significantly improved customer loyalty and overall NPS scores, reducing customer complaints by 20% monthly. To achieve this, I created two teams of senior reps:

1. Agent Assistant Line (AAL) - Our most experienced reps would take calls to assist with decision-making and ensure a one-call resolution for customers. This helped keep hold times down and AHT below goal, significantly when policies and procedures were not updated to the new process. It also helped lower repeat callbacks. You can call this line for help anytime with no pushback.

2. Escalation Lifeline (ELL) - Another team of senior reps would handle calls from customers asking to speak to a supervisor. These reps would follow a de-escalation process to address the issue and provide a resolution under a one-call resolution. This allowed supervisors to spend more time developing their teams while agents took more ownership of their roles, improving morale and job satisfaction.

I am known for my friendly, knowledgeable, and organized approach to solving team and customer issues. I am a quality-driven team leader and an experienced call center professional who has successfully maintained strict productivity and accuracy standards while satisfying customers. My documented strengths in building top-performing teams in customer satisfaction, issue resolution, one-call resolution offer rate, save rate, order accuracy, and NPS in a dynamic, fast-paced setting make me a collaborative leader who promotes an engaged, empowering work culture.

• Midwestern State University, Wichita Falls, Texas
• High School Diploma/GED
• Leadership Classes at PennyMac Loan Servicing
• Learning to Lead classes
• Human Resources
• Diversity
• FMLA

As an experienced and driven professional, I have been in leadership roles for over 20 years. I seek a customer-focused position involving leading representatives, supervisors, and support staff to surpass goals and enhance the customer experience. I specialize in managing all aspects of customer service, sales, retention, and customer success management. As a personable and motivating leader, I possess strong talent development and communication skills. My ability to collaborate with all organizational levels helps me guide large projects to successful completion.

• Christine Blackman, Owner of own real estate business, First Vice President - PennyMac Loan servicing, (214) 566-5730, christinelblackman@gmail.com
• LaTesha Honore, Project Manager Toyota Financial, (214) 578-5248, lateasha.honore@toyota.com
• Donna Steinberg, Lien Release Specialist II PennyMac Loan Servicing, (818) 917-0140, donna.steinberg@pnmac.com
• Rebecca Hinojosa, Customer Service agent PennyMac Loan Servicing, (469) 441-4325, rebecca.hinojosa@pnmac.com