Johnny Tella

• Designed and implemented educational frameworks focusing on retention and internal sales strategies
• Developed training materials emphasizing soft skills and interpersonal connections for sales and retention purposes
• Monitored competitor rates regularly, providing weekly recommendations to inform market positioning and company strategy
• Acted as a liaison between internal sales and customer service centers, resolving logistical issues and optimizing the application process
• Conducted thorough analysis of customer feedback to devise innovative techniques aimed at enhancing customer retention.

• Oversaw mortgage applications for an organization with twenty-eight billion dollars in assets under management
• Facilitated funding of four hundred million dollars in 'new money' loans
• Managed operations for fourteen staff members handling purchases, refinances, covenant changes, assumptions, and partial discharges
• Strategically planned and executed initiatives resulting in a 120% sales increase over three years
• Implemented strategic initiatives retaining loans worth five hundred million dollars within one year
• Fostered open communication to cultivate a positive work environment for employees.

• Processing all commissions and HR requirements
• Recruitment of new employees
• Vacation coverage to process applications
• First contact for escalations
• Strategic Initiative support (gather supporting data)
• Training and scheduling (workforce management)
• Prepare executive reporting.

• Innovated the creation of the lead generator role to address identified process gaps
• Successfully executed a pilot program resulting in a notable 38% increase in sales
• Implemented digital application processes and advocated for a 'first call resolution' approach to senior leadership
• Established a pre-screening protocol for applications and allocated them to designated mortgage advisors for scheduled appointments
• Demonstrated exceptional verbal communication skills to engage customers in meaningful conversations, facilitating the identification of their needs and requirements
• Completed and maintained accurate maintenance forms and records to ensure accountability and compliance.

· Employed probing questioning techniques to ascertain service needs and meticulously recorded information into electronic systems.

· Effectively de-escalated challenging customer concerns, exhibiting a composed and amiable demeanor.

· Educated customers on billing procedures, facilitated payment processing, and offered assistance in setting up payment options.

· Exhibited exceptional communication skills in resolving product and consumer complaints promptly and satisfactorily.

· Provided mentorship to new team members, imparting knowledge of procedures and policies to optimize team performance.

· Cultivated robust customer relationships to foster repeat business and enhance customer loyalty.