Delilah Wise

• Led team of 60 + employees; with 4 direct reports (remote & in-office).

• Spearheaded a comprehensive workflow process initiative during tax season of 2023, resulting in a 16.29% increase in overall operational efficiency for the month of March/ 2023.

• Led a cross-functional team of 60+ members, fostering a collaborative and results-driven culture to achieve daily key performance indicators.

• Implemented a data-driven approach to decision-making, resulting in a 10% efficiency operational process for customer service and collections.

• Introduced a project initiative process to drive increased completion of assignments. Following the 4DX method, resulting in over 80% of those initiatives completed within 8 months.

• Introduced a quality assurance management system that led to a 10% reduction in total fail scores, reduced agent customer complaints to zero for the month of October/ 2023 and improved overall customer satisfaction.

• Streamlined new hire and continuous training programs as part of management ramp up strategy.

• Facilitated and guided the professional advancement of several team leads, supervisors, and agents, contributing to their successful promotion within the organization.

• Launched contests and incentives to drive performance. Created several contests during tax season and summer months to drive performance.

• Organized, executed, and lead compliance testing activities to ensure adherence to industry regulations and internal policies.
• Conducted comprehensive audits of business processes to identify areas of improvement and recommend corrective actions.
• Generate detailed reports on compliance testing results, highlighting areas of non-compliance, and proposing corrective measures.
• Provide guidance and support to junior analysts fostering a culture of compliance and quality within the team, promoting continuous learning and development recommendations.
• Collaborate with cross-functional teams to evaluate the impact of regulatory changes on current business processes.
• Supervise and lead a team of Quality Assurance Specialist responsible for monitoring and evaluating phone interactions between agents and customers. Ensure that phone agents adhere to regulatory requirements, company policies, and industry best practices during customer interactions.

• Led a remote and in-office team of 14+ employees spanning across two states. Demonstrated effective leadership in overseeing day-to-day operations, ensuring productivity, and fostering a collaborative work environment.
• Facilitated job training to ensure dealer and customer satisfaction through post-installation follow-ups and prompt service responses. Maintained team productivity, established clear benchmarks, evaluated employee performance, and delivered constructive feedback for skill enhancement.
• Oversaw daily operations, order fulfillment, and developed and maintained strong relationships with dealers, negotiating favorable terms and ensuring a stable operating process.

• Provided comprehensive customer support by addressing inquiries, facilitating transactions, and effectively resolving issues to achieve a consistently high level of customer satisfaction. Conducted client interviews to understand loan requirements, offering clear guidance on application processes and available options. Managed a high volume of over 150 calls per day, showcasing exceptional multitasking abilities and maintaining a customer-centric approach.
• Conducted thorough reviews to ensure completeness, identifying missing documentation, and compiling detailed condition lists. Demonstrated a commitment to efficiency by delivering prompt responses, adhering to fast-paced schedules, and maintaining quick turnaround times for customer requirements. Played a pivotal role in streamlining applicant processes by ensuring the accuracy and completeness of loan files.
• Demonstrates a commitment to efficiency, prompt response, and exceptional customer service. Proactively cultivates lasting client relationships, fostering loyalty and exceeding customer expectations.