Dan M.
Senior Customer Success Specialist
Open to offersNew to PlatformAbout
Dan D. M. is a seasoned professional in Customer Success and Operations with over 13 years of comprehensive experience in the financial services industry. With a key focus on managing executive and regulatory customer escalations, Dan has consistently maintained a 99% SLA compliance, adeptly prioritizing and coordinating cases across various business units. His track record includes successfully handling thousands of escalations, ensuring adherence to CFPB Compliance and other regulatory standards, while simultaneously strengthening customer relationships. Skilled in CRM Administration and leveraging AI productivity tools, he has streamlined documentation processes to produce 100% audit-ready reports that align with regulatory requirements. Throughout his career at Ocwen Business Solutions/PHH Mortgage and Sykes Marketing, Dan has demonstrated a commitment to identifying complaint trends and recommending process improvements to enhance operational performance and customer outcomes.
Experience
Escalations Specialist
Ocwen Business Solutions / PHH Mortgage / Onity · 2015 — 2026Oversaw 60–80 executive and regulatory escalations on a weekly basis, ensuring 99% SLA compliance through effective prioritization and coordination with various business units. Negotiated resolutions that maintained customer relationships while adhering to regulatory and business standards. Handled over 300 complex escalations each month, collaborating with Compliance, Legal, and Operations teams for prompt resolutions. Analyzed frequent complaint patterns, suggesting process improvements to diminish recurring issues across departments. Supported CFPB and investor compliance by investigating executive complaints in line with service-level agreements. Delivered 100% audit-ready case documentation, significantly mitigating compliance risks. Employed AI productivity tools to expedite documentation, streamline communication, and enhance case management efficiency.Customer Care Specialist
Ocwen Business Solutions · 2013 — 2015Provided customer support for mortgage-related inquiries covering payments, escrow, insurance, and account maintenance. Successfully met service quality and productivity targets while ensuring customer satisfaction remained high. Kept detailed records of customer interactions and effectively managed complex issue escalations. Fostered robust customer relationships through prompt and empathetic service.Customer Care Specialist
Sykes Marketing · 2012 — 2013Assisted customers via phone and email to resolve various mortgage servicing inquiries linked to payments, escrow, insurance, and account maintenance. Ensured timely and accurate service delivery while complying with documentation and productivity standards. Appropriately escalated complex cases to maintain service continuity and achieve effective resolutions. Developed customer trust through transparent communication and efficient problem-solving.
Skills & Expertise
Education
- Master of Arts in LinguisticsUniversity of the Philippines Diliman · 2013 — 2020
- Bachelor of Arts in EnglishRomblon State University · — — 2012
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