Justin Bowers
Customer Experience Manager @Mmrr Finance
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WORK HISTORY
Customer Experience Manager @Mmrr Finance
As Customer Experience Manager, I lead and scale a multi-site offshore call center operation (25+ agents and 4 managers) supporting payday and installment loan products. I own the full customer support ecosystem — spanning operations, systems administration, quality assurance, and compliance — while consistently delivering measurable business results.Operational Leadership: Manage off-shore BPO location, driving efficiency, customer satisfaction, and financial performance; reduced costs by 20% through site consolidation while improving QA scores to 95%.Systems & Technology: Serve as primary administrator for all platforms (Five9, Loan Management System, CRM) designing workflows, implementing automation, and spearheading major CRM migration projects.Training & Development: Build and deliver training programs, SOPs, and content that upskill agents and managers; developed full QA scorecards, calibration sessions, and coaching playbooks to drive consistency and compliance.Revenue & Performance: Own the CX P&L, delivering $45K+ net positive revenue monthly; designed agent incentive structures tied to KPIs (ANPLH, QA, Availability, ACW) to align behavior with company goals.Strategic Growth: Successfully launched new offshore sites, scaling headcount by 75% to reduce abandon rate (<3%) and improve speed of answer (<15 seconds).Compliance & Escalations: Act as point of contact for technical issues, escalations, and regulatory requirements, ensuring customer resolutions align with industry and legal standards.As the primary point of contact for all technical issues, escalations, and compliance-related concerns, I drive resolutions for complex customer inquiries and complaints. I am committed to maintaining the highest standards of service, customer satisfaction, and regulatory compliance.
EDUCATION
Bass Memorial Academy
High School Diploma
Oakwood University
Bachelor of Science (B.S.), Marketing
ABOUT JUSTIN BOWERS
I am a Customer Experience and Operations leader with 10+ years of experience building and scaling global customer support organizations in fintech, consumer, and high-growth environments. I specialize in designing systems and operating models that enable teams to scale efficiently while delivering strong customer outcomes and measurable business impact.In my current role, I lead multi-site offshore operations supporting financial services products, owning the full CX ecosystem including workforce management, QA, training, systems administration, compliance, and automation. I’ve scaled teams by 75%, reduced operating costs by 20%, improved quality performance to 95%+, and turned CX into a revenue-positive function delivering $45K+ in net monthly contribution.My work is focused on modernizing customer operations through AI, automation, and data-driven decision making—balancing customer experience with cost control, regulatory requirements, and scalability. I partner closely with Product, Engineering, Finance, and Executive Leadership to ensure customer operations directly support growth, retention, and long-term business objectives.I’m most effective in roles where I can lead through change, build infrastructure from the ground up, and scale teams and systems that perform under real-world constraints.
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