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RENEA SWIECICKI

855 Rocky Brook Dr. * Akron, Ohio 44313


330-242-5645 * rs6e3248@westpost.net
OPERATIONS/PRODUCTION MANAGER
Motivational leader with an 11 year track record of successful service leadershi
p, ongoing customer satisfaction, and proactive process improvements. Known for
insight in identifying performance strengths and weaknesses and coaching both su
pervisors and staff to reach higher levels of productivity and quality. Skilled
in staff training, behavioral interviewing, and participative management. Demons
trated ability to work with VPs and C-level executives, vendors, and customer le
adership to improve relations and create strategic solutions. Proven skill in mu
lti-site operations management and process analysis. Passionately committed to s
ervice excellence.

Customer Satisfaction & Retention * Operational Leadership * Staff Training & De


velopment
Cross-Functional Teams & Training * Employee Morale * Corporate & Customer Commu
nications
Performance Management * Continuous Process Improvement * Sales Growth * Incenti
ve Planning
Regulatory Compliance * Creative Problem Solving * Customer Relations * Resource
Allocation

PROFESSIONAL EXPERIENCE
OLD REPUBLIC DEFAULT MANAGEMENT SERVICES, Akron , OH
Lender Default Services
Operations Manager * March 2008-June 2009
Manage Valuations team of 20+ employees. Responsible for day to day business op
erations, client retention, client acquisition, client presentations, and accoun
t management. Developed process maps and procedures. Responsible for all P&L.
Responsible for KPI performance. Work closely with executive management in ident
ifying new products and strategic direction. Coach, mentor and train employees.
Complete performance reviews.

TELETECH HOLDINGS, INC., Elyria , OH .


Business Process Outsourcing Call Center
Service Delivery Manager * Nov. 2007-Dec. 2007
Responsible for supervision of Service Delivery Supervisors and their teams of 2
50-300 agents. Managed service metrics for the center's client. Given $2,000 a
uthority for credits and refunds for customers. Responsible for meeting all cu
stomer commitments. Oversaw training and performance management of new agents.
NOVASTAR MORTGAGE, INC., Cleveland , Ohio * 2002-2007
$1 billion national wholesale mortgage lender.
Director of Service * 2006-2007
Led and oversaw all aspects of wholesale and correspondent customer service poli
cies, objectives, and initiatives for all offices. Provided daily feedback to se
rvice center leadership on employee service performance and skills. Liaised amon
g internal customers and between internal and external groups. Advised on hiring
, disciplinary action, performance management, and salary. Managed relationships
and negotiated fee reductions and incentives to win back customers. Worked clos
ely with Communications, IT, Process Improvement, Training, and HR Teams to deve
lop enterprise-wide publications and collateral to promote and improve service e
xcellence for sales and operations staff. Coached call center managers one on on
e in nationwide center locations.
* Hand picked by the President/CEO to establish and develop this new posi
tion.
* Generated a $102 million increase in sales over a 3 month period using
sales contests and incentives to improve internal and external sales staff produ
ction.
* Raised accountability for performance and service skills by introducing
coaching forms and scorecards for all wholesale and correspondent employees.
* Increased customer satisfaction as reported in phone surveys and other
measures by instituting specific expectations, procedures, and policies targeted
at improving customer interaction and employee attitude for the entire operatio
n, with emphasis on inside sales staff.
* Leveraged ability to identify and deliver constructive feedback on perf
ormance strengths and weaknesses to motivate and coach supervisors and staff to
deliver improved performance.
* Empowered upper management to stay better informed of performance compa
red with standards in key service areas by creating a Customer Service Executive
Dashboard.
* Implemented an electronic call center tracking system to monitor custom
er issues and resolution turn times, replacing the inadequate manual system in p
lace previously.
* Promoted higher "stick rate" through incentives to grow awareness of an
d reward customer loyalty.
* Authored and implemented e-mail templates to systematize customer commu
nication.
* Improved accessibility of the corporate website to make it easier for c
ustomers to report service issues.
* Chosen to orchestrate the annual Leadership Summit for all wholesale an
d correspondent SVPs, VPs, supervisors, and managers.
* Joined the corporate team developing and implementing a new end-to-end
loan origination lending platform.

Closing/Funding Supervisor * 2004-2006


Managed up to 20 staff in closing/funding, warehouse, post closing auditing, and
trailing document teams across multiple office locations. Tracked funding and w
arehouse errors and enforced accountability for monthly unit production goals, q
uality, and service. Ensured compliance with state and government standards and
guidelines.
* Increased monthly funding unit requirements from 60 to 100, leading to
a jump in average funding per closer from 80 to 150 units per month, with severa
l closers reaching 200 or more units per month.
* Saved $10,000-$20,000 monthly through process improvements and the cons
olidation of 3 related positions into a single position of closer.
* Encouraged process ownership, which raised production and customer sati
sfaction by decreasing error-related funding delays, with a single employee in c
harge of each file.
* Instituted cross-functional training to improve productivity during emp
loyee absence and downtime.
* Facilitated company-wide Leadership Training and Service Skill Boosters
.
* Decreased daily warehouse wet loan status from average of 5 days to 3.
* Worked with the Sarbanes-Oxley (SOX) Team to implement industry regulat
ions and financial disclosures.
* Improve customer relations and retention through more efficient process
es and increased funding turn times resulting from on-site training for the Atla
nta-based warehouse lender.
* Provided performance coaching that led to promotions for 7 employees an
d induction of 4 team members into the Presidents Club out of 20 staff selected
from more than 400 operations nationwide.
* Reorganized correspondent funder distribution to create better accounta
bility and accuracy, resulting in fewer errors and funding delays while fosterin
g a greater understanding of the correspondent flow process.
* Honored with a Service Excellence Award, Presidents Club membership, an
d an Innovations Award.
Funder * 2003-2004
Released incoming funds on up to 180 loans/month while maintaining a high level
of quality and compliance. Trained incoming funding teams personnel.
* Personally generated a dramatic decrease in state and government compli
ance errors after being asked to review all peers' HUDs for compliance before fu
nding.
* Selected by upper management to participate in study conducted by DDI (
Development Dimensions International) to research what elements and characterist
ics make a successful employee.
* Named a Monthly Top Funder as a result of consistently exceeding monthl
y unit goals.
Post Closing Auditor * 2002-2003
Audited files and released them to the corporate office within compliance standa
rds, with cross-training in file warehousing, funding, and loan entry.
* Beat daily auditing goals by 20%.
* Activated role of key auditor in charge of resolving file issues.
ADDITIONAL POSITIONS (full details available on request)
SOUTHWEST GENERAL HOSPITAL , Middleburg Heights , Ohio * 1999-2002
Computed Tomography Radiologic Technologist - Ensured outstanding care and servi
ce in compliance with rigorous quality standards while delivering CT services to
patients.
MEDICAL CENTER SOUTH, Broadview Heights , Ohio * 1997-1998
Director of Radiology - Recruited, hired, and managed performance of radiology s
taff, with a strong emphasis on quality control and regulatory compliance. Incre
ased community footprint by speaking regularly at awareness events.
DEACONESS HOSPITAL , Cleveland , Ohio * 1996-1997
Director of Mammography - Supervised both technology usage and patient education
to ensure a smooth service experience for clients. Maintained extensive records
and medical documentation for quality control.
TRAINING & CERTIFICATIONS
Certified Facilitator, Certified in DDI Behavioral Interviewing, Six Sigma Green
Belt Certification (in progress), Resolving Conflict, Leading & Facilitating Ch
ange, Thomas-Kilman Conflict Mode Instrument & Workshop, and Improving Performan
ce Through TKI & Conflict Management, OH P&C license

AFFILIATIONS & MEMBERSHIPS


Akron/Canton Chapter of the American Marketing Association member, Toastmas
te

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