Marine Pontes oversees ClosingCorp’s data management and support staff of nearly two dozen people responsible for managing cases and support inquiries from almost 400 clients.
Pontes applies her diverse knowledge by representing the customer’s voice and needs throughout every aspect of ClosingCorp’s solutions. She has worked alongside departments across the organization to ensure successful implementation and adoption. After spending time in different areas of the company, Pontes has unique knowledge of ClosingCorp’s operations and utilizes that knowledge to succeed in her current position. Since her promotion in 2018, Pontes has, among other accomplishments, improved support response and resolution times by 45%; created a training program for new employees; implemented procedures aimed at improving the quality of support that ClosingCorp provides to its clients; improved data quality, resulting in claims of less than 1%; and mentored direct reports, peers and others, helping them expand their capabilities and reach their career goals.