Jasmine Reno
Jasmine Reno is an accomplished Vice President of Call Center Operations with over two decades of experience leading large-scale customer service organizations within the financial services and mortgage industries. With deep expertise in process improvement, client experience strategy, and large team leadership, she has successfully overseen operations for contact centers of more than 300 team members across multiple locations. Jasmine is known for driving measurable improvements in efficiency, service levels, and customer satisfaction by combining data-driven decision-making with empathetic, people-first leadership.
Throughout her career at industry-leading institutions such as Mr. Cooper, Rocket Mortgage, and Flagstar Bank, Jasmine has built and scaled high-performing teams, launched Voice of the Customer (VOC) programs, and implemented technology solutions to streamline service delivery. Her work has earned industry recognition, including a J.D. Power Award for Mortgage Servicing in 2019. Jasmine excels at aligning operational goals with strategic priorities, ensuring strong collaboration across departments, and delivering exceptional client outcomes.
Passionate about leadership development and team culture, Jasmine fosters inclusive, growth-oriented environments that empower individuals to perform at their highest potential. She continues to advocate for innovation in customer care, using data analytics and cross-functional insights to continuously elevate the client experience. Jasmine holds a Bachelor of Arts in Communication from Eastern Michigan University and remains an active voice in advancing the customer service profession.
• Eastern Michigan University
What do you attribute your success to?
I attribute my success to 25 years of hard-earned experience, starting as a call center agent and rising to Divisional Vice President in mortgage servicing. My journey was built from the ground up, driven by resilience, empathy, and a passion for serving both clients and team members. I’ve never forgotten where I started—I stay connected to the frontline, coach in real time, and remain accessible because I believe great leadership begins with understanding. Having walked in my team’s shoes, I lead with trust, transparency, and the conviction that people are more than metrics. Every person brings a unique story, strength, and struggle—and when you create an environment where they feel supported and valued, exceptional performance follows. That mindset has been my foundation and continues to shape how I show up every day.
What advice would you give to young women entering your industry?
My advice to young women entering this industry is to start where you are and show up fully. Every role—no matter how small—can be a stepping stone if you treat it as a growth opportunity. Be relatable and authentic; leadership isn’t about perfection, it’s about empathy and support. Foster meaningful relationships and protect your reputation—trust is earned by consistently doing what you say you will, delivering results, and treating others with respect. Finally, show others what’s possible. Advocate for diverse career paths, especially for those who may not see themselves represented at the top. And remember—balance matters. Success is meaningful when it’s sustainable.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field is the ongoing lack of representation of women and people of color in leadership roles. Early in my career, it was rare to see leaders who looked like me, which made it hard to imagine what was possible. That’s why I’m passionate about mentoring, speaking at conferences, and sharing my journey to show that growth from the ground up is achievable. Even if you don’t yet see yourself reflected in leadership, you belong there—and by being part of the conversation and leading by example, we can open doors for those who follow.
What values are most important to you in your work and personal life?
The values most important to me are authenticity, integrity, and building strong relationships. I believe in listening more than speaking and leading with empathy. These principles have guided me throughout my career and helped me lead a high-performing team that earned the J.D. Power Award for Mortgage Servicing. For me, success is about doing right by people and achieving goals together.