Justin Poplawski

About Justin Poplawski

I am a customer-focused professional with a strong managerial background in customer…

Experience

1. Program Manager - Shared Services Customer Success

   Nextiva

   Jan 2022 — Present

   Project Management - Rolling out new projects and tools for the Customer Support and Success Organization. Successful rollout of Salesforce Service Cloud including discovery, planning, training staff and creating reports/dashboards. Rollout of five9 contact center (VCC) to replace existing contact center software including discovery, administration, e911 setup, testing, training and reporting. Vendor Management - Manage outsourced vendors for the Customer Success organization. Scaled from ten vendor contact center agents when I came on board in January 2022 to over 150 at multiple vendors in a short time due to urgent geo-political stress. Handle onboarding, vendor relationship management, coaching supervisors and managers, training and training schedules, administration and adherence to KPIs. Right-sized as the business needs changed throughout the year and maintained KPI performance, ongoing training, administration, and vendor relations. Workforce Management & Reporting - Real-time adherence monitoring and training in Broadsoft and five9 platforms. Assist workforce team with forecasting, administration, new tool setup, executive reporting, agent and supervisor training and scheduling. Business Analytics - Use tools and analytics to look for improvement opportunities in the Customer Success organization. Speech analytics, advanced reporting, process review, program management and organizing cross functions teams to improve the organization

Skills

• Loans
• Customer Retention
• Testing
• Workforce Management
• Strategic Planning
• Finance
• Leadership
• Credit
• Call Center Administration
• Mortgage Banking
• Test Planning
• Process Improvement
• Microsoft Excel
• Mortgage Lending
• Loan Origination
• Call Centers
• Internet Banking
• Credit Risk
• Retail Banking
• Default
• Loss Mitigation
• Project Management
• Team Building
• Management
• Collections
• Customer Experience
• Financial Analysis
• Statistics
• Customer Service
• Microsoft Office
• Risk Management
• Training
• Banking
• Customer Satisfaction
• Sales
• Mortgage Underwriting
• Mortgage Servicing
• Team Management
• Credit Analysis
• Analysis