M
Matthew Webb
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North Carolina, United States
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Jobs
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- RDirector of Customer OperationsRezdyJun 2022 - Current (4 years 1 month)• Directed international customer operations across multiple time zones and global locations. • Implemented AI driven workflows to enhance customer experience and reduce operational costs. • Spearheaded revenue retention processes and performance strategies across the org. • Improved CSAT by over 20% and cut response times by 50%. • Oversaw BPO management, workforce planning, and departmental budgeting. • Developed future leaders, promoting top talent into senior roles.
Senior Manager, Loan Operations & ProductionBetter MortgageSep 2020 - Mar 2022 (1 year 7 months)• Led five remote teams through high growth scaling and operational transformation. • Designed and executed strategic realignments to streamline production. • Authored SOPs and operational playbooks, enhancing workflow and training. • Reduced processing turnaround times by 30%; cut customer churn by 15%. • Boosted customer adoption through strategic process enhancements.- Vice President, Branch ManagerFirst Citizens BankAug 2019 - Aug 2020 (1 year 1 month)• Rebuilt a high turnover market, driving revenue, retention, and growth. • Launched competitive lending and investment strategies. • Reduced operational errors and bolstered customer loyalty through process redesign.
- Vice President, Branch ManagerSunTrust BankSep 2017 - Aug 2019 (2 years)• Led branch expansion with consultative sales and risk focused SOPs. • Strengthened risk management and team compliance. • Enhanced retention through proactive service initiatives.
- JVice President, Branch ManagerJ.P. Morgan ChaseJan 2015 - Sep 2017 (2 years 9 months)• Oversaw performance across lending, deposit growth, and digital adoption. • Implemented customer centric strategies to drive retention and engagement. • Created a high performance branch culture, reducing attrition and boosting loyalty.
- WAVP Business and Retail ManagerWesbancoMay 2014 - Dec 2014 (8 months)
- WAVP Business and Retail Bank ManagerWesbancoMay 2012 - Dec 2014 (2 years 8 months)
- Financial Center ManagerBB&TMay 2011 - May 2012 (1 year 1 month)