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Paula Lechlitner

Customer Call Center Operations @ Ohio Savings Bank

Operations Management | Profitability & Process Improvement | Project Management | Loss Mitigation & Problem Resolution

Cleveland/Akron, Ohio Area

Ranked #326 out of 6,523 for Customer Call Center Operations in Ohio

Section title

Paula Lechlitner's Email Addresses & Phone Numbers

Paula Lechlitner's Work Experience

Ohio Savings Bank

Customer Call Center Operations

2001 to 2002

Cleveland, Ohio

Ohio Savings Bank

Consumer Lending Operations

1986 to 1990

Cleveland, Ohio

NYCB Mortgage Company, LLC (New York Community Bank)

First Vice President - Default Risk Management Mortgage Loan Service Operations

2008 to 2013

Cleveland, Ohio

Paula Lechlitner's Education

Corporate College/Cuyahoga Community College

Normandy High School, Parma, Ohio

Sandler

Paula Lechlitner's Professional Skills Radar Chart

Based on our findings, Paula Lechlitner is ...

Matter-of-fact
Impulsive
Forward-thinking

What's on Paula Lechlitner's mind?

Based on our findings, Paula Lechlitner is ...

52% Left Brained
48% Right Brained

Paula Lechlitner's Estimated Salary Range

About Paula Lechlitner's Current Company

Ohio Savings Bank

Interim assignment designed to strengthen communication and organization within the Call Center, including distribution of significantly increased call volume, physical expansion of the Call Center, and the introduction of new bank products in response to market conditions. Bolstered efforts, taking the Call Center to higher levels of performance in the areas of sales, service, and call quality.

Frequently Asked Questions about Paula Lechlitner

What company does Paula Lechlitner work for?

Paula Lechlitner works for Ohio Savings Bank


What is Paula Lechlitner's role at Ohio Savings Bank?

Paula Lechlitner is Customer Call Center Operations


What is Paula Lechlitner's personal email address?

Paula Lechlitner's personal email address is p****[email protected]


What is Paula Lechlitner's business email address?

Paula Lechlitner's business email addresses are not available


What is Paula Lechlitner's Phone Number?

Paula Lechlitner's phone (216) ***-*279


What industry does Paula Lechlitner work in?

Paula Lechlitner works in the Banking industry.


About Paula Lechlitner

­čôľ Summary

Customer Call Center Operations @ Ohio Savings Bank Interim assignment designed to strengthen communication and organization within the Call Center, including distribution of significantly increased call volume, physical expansion of the Call Center, and the introduction of new bank products in response to market conditions. Bolstered efforts, taking the Call Center to higher levels of performance in the areas of sales, service, and call quality. From 2001 to 2002 (1 year) Cleveland, OhioConsumer Lending Operations @ Ohio Savings Bank From 1986 to 1990 (4 years) Cleveland, OhioFirst Vice President - Default Risk Management Mortgage Loan Service Operations @ NYCB Mortgage Company, LLC (New York Community Bank) Strategic business partner with line of business leaders, vendors, legal counsel and realtors nationwide to expeditiously process delinquent mortgage loans through foreclosure, short sale, and Real Estate Owned (REO) status, identifying the least cost alternative, removing non-performing assets from inventory. Provided leadership to employees through three management level direct reports. Roles and responsibilities included property preservation, pre-foreclosure analysis, foreclosure related tasks from point of referral through auction, short sale negotiations, and REO negotiations. Developed and implemented automated Performance/Activity Reports to identify gaps and variances in performance. Partnered with Marketing and IT to design and launch an REO website significantly improving branding, sales and service. From 2008 to 2013 (5 years) Cleveland, OhioAlternative Delivery Operations / Online Banking Operations @ Ohio Savings Bank Provided leadership to employees through two management level direct reports. Roles and responsibilities included providing services for online banking customers such as new deposit account openings, bill payments and "contact us" emails. Opened new deposit accounts submitted by phone from Call Center representatives. Partnered with Marketing and IT to design and launch two online banking websites significantly improving branding, sales and service. Online banking deposit base exceeded goal by 50% within the first 12 months. Restructured workflow and staffing from a five-day work week to a seven-day work week to accommodate increased volume of new account openings, cross-training staff and gaining efficiencies throughout the department. Sponsored and launched a Lean Six Sigma initiative improving customer response rate from 43% to 90% in a three-month period, resulting in 90% of Call Center and Branch initiated customer inquiries being completed within 24 hours, improving client satisfaction and retention. From 2002 to 2008 (6 years) Cleveland, OhioCredit Card / Debit Card / Home Equity Line Operations @ Ohio Savings Bank Responsible for product and systems coordination of the Credit Card ($114,000,000) and Home Equity Line ($180,000,000) portfolios. Served as the primary relationship contact with First Data Resources (FDR).Oversaw FDR Product Control File. Maintained FDR Transaction Level Processing Tables. Managed staff of 26 employees, including underwriting, operations, and systems.Maintained Online Control System allowing or prohibiting employee transactions access, maintaining cardholder confidentiality, and creating an audit trail of online activity. - Developed, reviewed, and recommended operational system enhancements and procedures. - Developed five new Credit Card products.- Developed new pricing strategies/methods for the Home Equity Line portfolio. - Developed a compressed account number algorithm methodology to automate check processing. - Implemented a Balance Transfer System and developed enhancements to prohibit data entry errors. - Increased Credit Card outstandings by $40,000,000 as the result of new product pricing, balance transfers, and convenience check processing. From 1990 to 2001 (11 years) Cleveland, Ohio


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In a nutshell

Paula Lechlitner's Personality Type

Introversion (I), Sensing (S), Thinking (T), Perceiving (P)

Average Tenure

5 year(s), 4 month(s)

Paula Lechlitner's Willingness to Change Jobs

Unlikely

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