WILLIAM MCLAUGHLIN
Greensboro,North Carolina
Summary
Experienced with managing and optimizing dialing systems to enhance operational efficiency. Utilizes effective troubleshooting techniques to resolve technical issues swiftly. Track record of fostering team collaboration and maintaining high performance standards.
Overview
21
21
years of professional experience
Work History
Telephony and Dialer System Lead
Citizens Bank – North Carolina home office
05.2022 - 03.2024
- Configure Dialer Campaigns for maximum penetration and RPC’s
- Validate daily Dialer files received from multiple vendor sources
- Manage and monitor Penetration rates and campaign success rates
- Manage site specific wall boards displaying statistics
- Ensure adherence to FHLMC and FNMA guidelines
- Track and monitor all Dialing campaigns
- Significant contributor to success of Command Center operations
Dialer Operations Team Lead
Shell point Mortgage Servicing, New Rez LLC North Carolina home office
12.2020 - 06.2021
- Create and manage Dialer campaigns and Contact center performance
- Provide Daily, weekly and monthly reporting to all levels of management
- Monitor Dialer Campaigns for completion, penetration and accuracy
Dialer Administration Manager
Wheels Financial Corp dba1-800-LoanMart Van Nuys CA
07.2015 - 12.2020
- Manage Genesys Dialer Platform
- Successfully increased dialer penetration by over160%
- Implemented new Blasting campaigns to drastically increase attempts
- Manage Call Center schedule adherence and staffing to achieve maximum agent availability
- Partnered with IT to implement new IVR Platform, to improve customer self-service and call routing
- Daily monitoring of agent activities to ensure call center goals are obtained
- Design and execute scheduled campaigns, both dialer and manual
- Analysis of call campaigns and dialer results to determine call efficiency
- Recommend changes for dialer system settings and functions to improve call efficiency
- Monitoring of dialer downloads and real time uploads
- Communicate outline of daily campaign strategy to Collections Management team
Sr. Business Analyst II
KINECTA Federal Credit Union Manhattan Beach
02.2015 - 07.2015
- Akcelerant Collections Software Implementations Administrator
- Documentation of Agent work Queue's and workflow, current and future state
- Project planning, tracking of Project Deliverables for Akcelerant Implementation
- Reporting Staff efficiency
- Dialer Administrator, responsible for setting up new agents on Dialer Platform
- Creation of dialer files based on campaigns
Sr Ops Project Consultant
Bank of America (Contract Position) Thousand Oaks CA
05.2013 - 08.2013
- Worked on various project related activities in an operations department or business unit
- Research and documents organizational reviews, workflow analysis, and management and or staff analysis
- Analyzes assembled data to define problems
- Resolves moderately complex problems based on knowledge of the business, as well as general project guidelines
- Explains and interprets project procedures
- Requires a working knowledge of the operations area
Operations Manager
J.P. Morgan Chase Chatsworth CA
03.2010 - 09.2012
- Developer of various Step Exception Reports; to be utilized by the business to manage portfolios
- Emphasis on reports that are user friendly and easy to work with
- Utilizing strong knowledge of Systems and processes within the businesses supported; work directly with Sr
- Management to suggest changes and enhancements to their reports
- Created Specialty Trackers requested by Business partners to track Relationship Manager and Underwriter pipelines
- Guide, mentor and coach junior analysts to help them fully understand the business processes; as well as the report coding and development
Operations Manager
J.P. Morgan Chase Chatsworth
01.2010 - 03.2010
- Created mapping of Info1 table for accurate LOB Reporting
- Created multiple Exception Step Reports for use by business lines to manage their portfolios
- Communicate with Business Management at all levels to clarify business intentions for the reports and ensure intentions were met
- Mentored and trained Jr
- Analysts as well as maintain reporting team time off request and team coverage
SR. Business Analyst/ Securitized Liquidations Reporting
J.P. Morgan-Chase Chatsworth, CA
09.2009 - 01.2010
- Handled Mapping of Info1 table for Liquidations/Short Sales
- Managed the daily upload to Info1 to Liquidation’s table, and verified accuracy of data
- Performed validation of reports to upper Management
- Mentor and trained Jr
- Analyst
Business Ops Support III-Svcg
J.P. Morgan Chatsworth
12.2008 - 09.2009
- Creation of multiple database’s for reporting
- Developed multiple Adhoc reports for management
- Trained Jr
- Analyst on Passport reporting tool
- Provided support and training to Support Group in JAX
- Developed reports and transitioned to JAX
SR. Business Analyst
Washington Mutual Bank Chatsworth CA
12.2005 - 12.2008
- Process daily, monthly delinquency reports to upper management
- Documentation of processes
- Creation of database’s to eliminate manual processes
- Adhoc reports for management and investor
- Decreased delivery time of daily report by1 to2 hours
- Developed Inbound and outbound call statistics reports daily and MTD
- 2008 Promotion from SR
- Business Analyst to Business Ops Support III-Svcg
- 2007 received Elite Group Award for outstanding performance
SR. Business Analyst
Washington Mutual Bank Chatsworth CA
09.2003 - 12.2005
- Developed and maintained monthly reports, including call volumes, type of calls, service levels, comment codes, task codes and trending charts
- Documentation, maintenance and implementation of multiple databases
- Assist others with Microsoft applications
- Make recommendations on process improvements
- Special Projects
- Conversion of Window Operating System for Windows95 to Windows XP for entire Call Center
- Implemented Call Center surveys utilizing web based survey (SurveyMonkey.Com)
- Conversion of Access database from Access97 to Access2002
- California fire tracking; Hurricane and Disaster properties tracking
Education
High School Diploma -
Stoney Point High
Chatsworth, CA09-1986
Skills
Reporting Analyst
Strong Communication
Contact Center Performance
Dialer Campaigns
Timeline
Telephony and Dialer System Lead
Citizens Bank – North Carolina home office
05.2022 - 03.2024
Dialer Operations Team Lead
Shell point Mortgage Servicing, New Rez LLC North Carolina home office
12.2020 - 06.2021
Dialer Administration Manager
Wheels Financial Corp dba1-800-LoanMart Van Nuys CA
07.2015 - 12.2020
Sr. Business Analyst II
KINECTA Federal Credit Union Manhattan Beach
02.2015 - 07.2015
Sr Ops Project Consultant
Bank of America (Contract Position) Thousand Oaks CA
05.2013 - 08.2013
Operations Manager
J.P. Morgan Chase Chatsworth CA
03.2010 - 09.2012
Operations Manager
J.P. Morgan Chase Chatsworth
01.2010 - 03.2010
SR. Business Analyst/ Securitized Liquidations Reporting
J.P. Morgan-Chase Chatsworth, CA
09.2009 - 01.2010
Business Ops Support III-Svcg
J.P. Morgan Chatsworth
12.2008 - 09.2009
SR. Business Analyst
Washington Mutual Bank Chatsworth CA
12.2005 - 12.2008
SR. Business Analyst
Washington Mutual Bank Chatsworth CA
09.2003 - 12.2005
High School Diploma -
Stoney Point High
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