Roshoud Brown
Call Center Operations Manager at First American Title
- Role
- Call Center Operations Manager at First American
- Location
- Orange County, CA, US
- LinkedIn followers
- 500 followers
About Roshoud Brown
DIVERSE SENIOR OPERATIONS LEADERExceeding Revenue, Service, Quality And Cost ObjectivesEXPERTISE• Dialer Technology and Workforce Management, including forecasting and scheduling• Global management and training of distributed workforces• Managing multiple clients with stringent Service Level Agreements• Benchmarking and developing performance metrics to improve efficiency in loan operations• Developing SOPs to align with the highest standards of compliance and auditing practices• Mentor with deep knowledge of communication, team building and staff development.
Experience
Call Center Operations Manager
Feb 2016 — Present · Santa Ana, CA, US
Direct responsibility for call center operations for the Property and Casualty division, including inbound and outbound operations for Homeowners, Auto and Rental insurance products.• Developed and executed strategies in Workforce Management, quality auditing methodology and technology, and implemented business practices that have substantially lowered costs and improved operational effectiveness.
Education
Riverside College
Political Science and Government
Skills
- Peoplesoft
- Customer Retention
- Customer Service
- Contact Management
- Mortgage Underwriting
- Project Management
- Loss Mitigation
- Vendor Management
- Leadership
- Strategy
- Mortgage Lending
- Analytical Skills
- Contact Centers
- Business Analysis
- Business Process Improvement
- Underwriting
- Call Centers
- Foreclosures
- Loan Origination
- Default
- Mortgage Banking
- Mortgage Servicing
- Program Management
- Financial Services
- Employee Training
- Contact Center Management
- Business Analytics
- Credit
- Analytics
- Process Improvement
- Business Strategy
- Budgets
- Banking
- Strategic Planning
- Risk Management
- Bankruptcy
- Analysis
- Portfolio Management
- Loans
- Forecasting
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