Customer Service Operations for Growth (3X output), Quality, Productivity, and Cost Efficiency
- Increased output & quality for team of 28 directs (4 US/24 India) by adding min tickets to be solved (300 tickets in 1st 2mo & 600/mo after), understanding 1:1 perf (eg review time, open rate), maxing vendor training to 2mo vs. unlimited, creating automated vendor assignment system w/ Google Sheets More ...
Credit Operations Manager
LendingClub | San Francisco, CA, USA
November 2017 - October 2019
- Doubled output of operations team (10 loans to >20 loan reviews per day) of 150+ total agents w/ incr $275M revenue within 5 months. Created & presented KPI reporting to 2VP/1SVP of TAT/Inventory/QA w/ top, mid, bottom performers and performance improvement plan guidelines (3mo) and incentive plans.
- Managed 5 direct reports in my own team (5 directs x 15agents each): transforming a direct More ...
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University of California, Riverside
Bachelors, Business Administration | Riverside, CA, USA
2005 - 2009
Unweighted GPA: 3.24/4.00 |
SVP ‘07 of Delta Sigma Pi Business Fraternity |
Study Abroad ‘08 in Yonsei University - Seoul, KR
Project ManagementTime managmentTeam Workcomplex problem solvingVendor relations LeadershipEvent planning and executionCost SavingsCUSTOMER SERVICE ORIENTEDTEAM LEADManagement and Management TasksActive listener Coaching / Mentoring