Cindy McGovern

Cindy McGovern currently works as an Experience Coordinator at Webolutions Digital Marketing Agency. Prior to this, they worked as Vice President Customer Care at RoundPoint Mortgage Servicing Corporation from July 2018 to April 2019, and prior to that as Vice President, Customer Experience and Default Services at Specialized Loan Servicing from April 2015 to July 2017.

At RoundPoint Mortgage Servicing Corporation, Cindy was responsible for on-boarding to lead Charlotte-based customer care operations and establish a new customer experience platform. Cindy cultivated and sustained strong employee engagement and partnered with internal departments to streamline workflows and improve the customer experience. Cindy led a 100-member, multi-site team and successfully launched a new Customer Experience platform and training protocol. Under their leadership, the company saw an improvement in online new loan boarding by creating an improved Customer experience.

At Specialized Loan Servicing, Cindy was responsible for relocating to Tempe, Arizona to lead their existing customer care operations center and establish a new customer escalation team. Cindy supervised and managed a 250-member team, providing training and oversight to consistently exceed investor and client expectations. Some highlights of their time there include increasing revenue by $2M with a new private label initiative, decreasing formal complaints by 18%, establishing a new escalation team that excelled, and reducing call volume by 100 calls per day. Cindy was able to remove barriers to delivering a superlative mortgage servicing experience to customers by working with team members, partnerships, and