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CoxHollyResume2015

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Holly Cox

Holly Cox is an experienced leader in call center management, customer service, and mortgage and credit card servicing. She has over 15 years of experience leading teams of 250+ employees at large financial institutions like JPMorgan Chase and HSBC. Currently she is a Site Leader and Vice President at JPMorgan Chase, where she established a new mortgage servicing call center and manages all aspects of operations.

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HOLLY COX Mesa, AZ 85208 602-579-3453 hollycox1@yahoo.com https://www.linkedin.com/pub/hollycox1 PROFILE An experienced, proven leader in Call Center Management, Customer Service, Mortgage Servicing, Recovery, and Mortgage and Card Default Servicing. Demonstrated ability to improve operational efficiency, achieve aggressive goals and strategic objectives. Strong people leadership skills and focus on employee development. Key Skills Results oriented Leadership Coaching, Mentoring Process Improvement Change Management Strong Verbal, Written Communication Customer Focused EXPERIENCE JPMorgan Chase & CO., Tempe AZ 2006-Present Site Leader Mortgage Servicing, VP (2011- Present)  Managed staff of 250+ mortgage customer call center specialists ensuring productivity, attainment of call center targets, quality guidelines, and customer satisfaction goals.  Established Tempe Mortgage Servicing call center as a start-up site. Developed staff through hiring leadership and non-exempt employees, coordinated training schedule and trainers, facilitated presence of SMEs for on the job coaching, and initiated entire technology set-up.  Developed and coached staff through one on one sessions, peer coaching, career progression strategies, call listening sessions providing feedback, resulting in career enrichment, employee retention, and high customer service scores.  Facilitated effective communication in a high paced, continually changing environment through focus group input, daily huddles and weekly staff meetings.  Executed annual salary planning, ensuring appropriate allocation of salary increases and bonuses.  Managed budget oversight, reducing unplanned expenses and maintaining planned expenses.  Fostered and maintained a vibrant, high performing employee centered culture through creative use of recognition strategies. Division Leader: Collections and Mortgage Loss Mitigation (5/2006 – 2010)  Managed call center activity and operational effectiveness.  Exceeded productivity and collection targets.  Integrated Loss Mitigation strategies and advanced the evolution of Single Point of Contact strategy.  Coordinated activities of hiring manager recruiting and hiring process, and transition and integration of new employees following training.
 Coordination and assessment of Coaching Team and Job Enrichment Program.  Ensured effectiveness of staff coaching and development HSBC Card Services, Scottsdale, AZ 12/2002–5/2006 Senior Manager, Bank Operations and Collection Support  Headed national oversight of internal debt forbearance programs and specialty payment programs.  Managed call center operations for special payment programs.  Coordinated process automation efforts of key internal procedures.  Managed regulatory compliance, communication with bank examiners and internal audit team.  Significantly improved established service levels, productivity and quality standards.  Documented and maintained departmental process flows and written procedures. EDUCATION Arizona State University Tempe, Arizona Sociology and Business Management COMPUTER SKILLS Proficient in the use of all Microsoft Office products, Sharepoint, and Mortgage Business specific software.

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CoxHollyResume2015

  • 1. HOLLY COX Mesa, AZ 85208 602-579-3453 hollycox1@yahoo.com https://www.linkedin.com/pub/hollycox1 PROFILE An experienced, proven leader in Call Center Management, Customer Service, Mortgage Servicing, Recovery, and Mortgage and Card Default Servicing. Demonstrated ability to improve operational efficiency, achieve aggressive goals and strategic objectives. Strong people leadership skills and focus on employee development. Key Skills Results oriented Leadership Coaching, Mentoring Process Improvement Change Management Strong Verbal, Written Communication Customer Focused EXPERIENCE JPMorgan Chase & CO., Tempe AZ 2006-Present Site Leader Mortgage Servicing, VP (2011- Present)  Managed staff of 250+ mortgage customer call center specialists ensuring productivity, attainment of call center targets, quality guidelines, and customer satisfaction goals.  Established Tempe Mortgage Servicing call center as a start-up site. Developed staff through hiring leadership and non-exempt employees, coordinated training schedule and trainers, facilitated presence of SMEs for on the job coaching, and initiated entire technology set-up.  Developed and coached staff through one on one sessions, peer coaching, career progression strategies, call listening sessions providing feedback, resulting in career enrichment, employee retention, and high customer service scores.  Facilitated effective communication in a high paced, continually changing environment through focus group input, daily huddles and weekly staff meetings.  Executed annual salary planning, ensuring appropriate allocation of salary increases and bonuses.  Managed budget oversight, reducing unplanned expenses and maintaining planned expenses.  Fostered and maintained a vibrant, high performing employee centered culture through creative use of recognition strategies. Division Leader: Collections and Mortgage Loss Mitigation (5/2006 – 2010)  Managed call center activity and operational effectiveness.  Exceeded productivity and collection targets.  Integrated Loss Mitigation strategies and advanced the evolution of Single Point of Contact strategy.  Coordinated activities of hiring manager recruiting and hiring process, and transition and integration of new employees following training.
  • 2.  Coordination and assessment of Coaching Team and Job Enrichment Program.  Ensured effectiveness of staff coaching and development HSBC Card Services, Scottsdale, AZ 12/2002–5/2006 Senior Manager, Bank Operations and Collection Support  Headed national oversight of internal debt forbearance programs and specialty payment programs.  Managed call center operations for special payment programs.  Coordinated process automation efforts of key internal procedures.  Managed regulatory compliance, communication with bank examiners and internal audit team.  Significantly improved established service levels, productivity and quality standards.  Documented and maintained departmental process flows and written procedures. EDUCATION Arizona State University Tempe, Arizona Sociology and Business Management COMPUTER SKILLS Proficient in the use of all Microsoft Office products, Sharepoint, and Mortgage Business specific software.