WHITNEY MABRY
Frisco
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
14
14
years of professional experience
Work History
Operations Manager
Hertz, Dollar & Thrifty
01.2024 - Current
- Help with the locations ARPD and sales through coaching and training
- Work directly with senior management on customer care concerns and team growth
- Manage 30+ employees during each shift in multiple departments (returns, rentals, service, security)
- Work together with other Hertz locations across the DFW metroplex to complete orders and fix daily issues
- Help complete weekly schedules for the front end staff and security staff
- Help with VIP, Corporate Aviation, and Platinum clients
- Proficiently train new hires through both the Hertz and Dollar Thrifty departments
- Study daily rental and return reports to project service and business needs
Inside Sales Associate
Utility Connect
01.2023 - 12.2023
- Help new homeowners locate their utility providers and get them signed up by their closing dates
- Take inbound and outbound sales calls for national brokerages (Monument Realty and EXP Realty)
- Shop around and sign up real estate clients for Internet, security and insurance providers
- Educate Texas clients on deregulated and regulated electricity options and help them get signed up
- Help complete side by sides with new agents hitting the sales floor
Loss Mitigation Manager and FHA Specialist
LOAN DEPOT
01.2022 - 12.2022
- Manage a team of 8 or more Loss Mitigation agents, fielding inbound, outbound and daily assigned loan phone calls
- Processed FHA Face to Face requests for various customers and management teams within both Loss Mitigation and Customer Service departments
- Built reports for trending issues within the Loss Mitigation department as well as complete Quality Assurance observations
- Work with both MSP and Black Knight systems to complete foreclosure processes within the department
- Worked on Freddie Mac, FHA, Fannie Mae, DSI and conventional loans
- Train agents to start, process and close loan modifications, loan default referrals, and FHA requirements
- Completed Foreclosure Checklists for the Loss Mitigation department making sure all loans have been contacting in the proper timeframes, have had their two written notices, and can proceed with the state allotted foreclosure process
- Review calls and emails for compliance and call calibrations
- Perform one-on-one instruction with team members and follow-up with additional coaching and feedback
- Address escalations through verbal and written communication
Loss Mitigation, New Hire and Customer Service Manager
MR. COOPER MORTGAGE
01.2019 - 12.2022
- Manage a team of 13+ or more agents, fielding inbound and outbound loss mitigation phone calls
- Train agents to start and close loan modifications, loan default referrals, and Covid-19 deferral plans
- Build reports for trending issues within the Loss Mitigation department
- Lead training sessions for other managers within the department
- Develop training schedules and learning material for new incoming agents to the department
- Completed reports, projects, and social events requested by AVPs and VPs within multiple departments
- Assist in the development of the Escrow team within the Customer Service department
- Liaise between the company temporary hiring agency and the Customer Service department
- Review calls and emails for compliance and call calibrations
- Perform one-on-one instruction with team members and follow-up with additional coaching and feedback
- Develop, document and maintain team and company best practices
- Address escalations through verbal communication
Sales and Customer Service Manager
FOR SALE BY OWNER
01.2016 - 12.2018
- Led the internal, multi-site call center for Customer Service and Ad sales
- Set sales goals for the team to obtain net revenue of $250k+/month in Ad sales
- Manage correspondence between sales reps, senior management and listing agents
- Review calls and emails for compliance and call calibrations
- Developed training material for classroom instruction and team huddles
- Maintained employee training log
- Performed one-on-one instruction and follow-up with additional coaching and feedback
- Tested website releases and complete QA testing
- Developed, monitored, and maintained a reporting system for sales, revenue and call center
- Monitored industry determined best practices by providing daily oversight utilizing various reports
- Addressed escalations through written and verbal communication
- Reviewed team email box and responded to client inquiries and concerns
- Developed training material and educational presentations for new hire training
- Demonstrated team building and motivational skills by creating innovative incentives for increased production
Client Support Supervisor - Xome.com
NATIONSTAR MORTGAGE LLC
01.2014 - 12.2016
- Fielded client calls and assisted in problem resolution
- Assisted 3rd party agents and their clients with inquiries and concerns
- Educated new clients in products and services
- Monitor team email box and responded to client's inquiries and concerns
- Provided leadership presence and manage blended inbound, outbound, chat, and email contact centers
- Managed telecom initiatives including IVR scripting, queue management, and call monitoring program
- Monthly Business Review reporting of seller performance and complaints
- Coordinated with IT to troubleshoot of technical issues with website
Account Res and Floor Coaching Specialist
NATIONSTAR MORTGAGE LLC
01.2011 - 12.2014
- Communicated results and training opportunities to management
- Developed training material for classroom instruction and team huddles
- Maintained employee training log
- Performed one-on-one instruction and follow-up with additional coaching and feedback
- Reviewed call logs through the Verint system and addressed training opportunities when necessary
- Maintained educational expectations for mortgage servicing guidelines for both Foreclosure Prevention and Account Resolution
- Placed emphasis on applicable investor regulatory guidelines, policies and procedures
- Assisted management with coaching and development of their internal and external agents
- Monitored industry determined best practices by providing daily oversight utilizing various reports
- Provided leadership presence and perform as an Acting Manager when the business requires
- Leveraged the Training Department by identifying remedial training needs
- Assisted in the implementation of a new remote site
- Provided training to new hires on products and policies
- Increased call volume month over month by setting up dialer passes and keeping the team informed of individual status compared to the floor
Education
Bachelor of Arts -
Texas Tech University
Lubbock, TX05-2011
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Planning and implementation
- Staff training
- Management
- Project management
- Performance monitoring
- Employee motivation
- Staff development
- Customer relationship management
- Goal setting
- Interpersonal communication
- Strategic planning
- Project leadership
- Process improvement
- Schedule management
- Performance management
- Process improvements
- Superb time management skills
- KPI tracking
Timeline
Operations Manager
Hertz, Dollar & Thrifty
01.2024 - Current
Inside Sales Associate
Utility Connect
01.2023 - 12.2023
Loss Mitigation Manager and FHA Specialist
LOAN DEPOT
01.2022 - 12.2022
Loss Mitigation, New Hire and Customer Service Manager
MR. COOPER MORTGAGE
01.2019 - 12.2022
Sales and Customer Service Manager
FOR SALE BY OWNER
01.2016 - 12.2018
Client Support Supervisor - Xome.com
NATIONSTAR MORTGAGE LLC
01.2014 - 12.2016
Account Res and Floor Coaching Specialist
NATIONSTAR MORTGAGE LLC
01.2011 - 12.2014
Bachelor of Arts -
Texas Tech University
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