Jacqueline Warren

I started my career in student loans back in 1993 and have been dedicated to customer service since the early 90s. Over the years, I've primarily worked in call center management within the student loan industry. There were a couple of times when the companies I worked for sold out to different organizations, and during those transitions I explored other opportunities. I spent about 4 to 5 years total working for an electric company that also supplied water and internet to the area, and I was an executive manager at Macy's, but I always came back to what I love. As Director of Operations for the past 3 and a half years, I manage a small but dedicated team of 6 people who work through a ticketing system answering questions. My key responsibilities include all aspects of team management, conducting three communication reviews per month for each team member, quarterly reviews, handling escalations, and providing support to our VP of Operations. I focus heavily on employee development because I believe that investing time and energy in people is what truly matters. My greatest professional achievement has been employee retention. I once inherited a team of 22 people who were threatening to walk off the job, and through honest, transparent conversations and simply showing them appreciation by walking through each morning to say good morning, I was able to keep everyone on board. That experience taught me that employees don't just want deliverables, they want someone to invest time and energy in them.